Crew Liaison Assistant

2 weeks ago

London, Greater London, United Kingdom Topdeck Full time

Job Title: Crew Liaison

About the Role:

The Crew Liaison plays a crucial role in assisting the Operations Manager in ensuring the successful delivery of Global Touring's vision. This involves leading a remote working crew to achieve operational excellence, ensuring customers have a safe, smooth, and enjoyable experience, and proactively managing to continually improve and provide an industry-leading tour operation.

Key Responsibilities:

  • Assist with the execution of brand strategies within tour operations
  • Be part of the Operations Team, promoting a company culture that ensures a high standard of delivery of global product, brand engagement, and high morale
  • Assist with the roll out of any new systems and procedures to ensure operations efficiency and on-road delivery
  • Responsible for all areas of trip/tour preparation to ensure everything is complete for the start of the operating season, including crew uniform orders, trip/tour administration, and ensuring returning crew are up to date with any changes
  • Give input and assist with all general crew communications throughout the season, including developing an improved plan and calendar to ensure crew feel they are kept up to date and engaged
  • Assist the Customer Relations team with responses or investigations regarding any potential customer complaints
  • Produce and maintain trip/tour manuals with the Operations Team, detailing operational objectives in each trip/tour alongside product master itineraries
  • Ensure the Crew SharePoint site is updated and maintained across the season to allow crew to successfully operate trips & tours
  • Be part of the Operations Team in managing all incident and trip/tour reports to ensure they are tracked and actioned as necessary
  • Be part of the crisis management team if a crisis arises
  • Take part in the on-call rota holding the emergency telephone as required
  • Assist with crew recruitment and training trip processes
  • Assist with ensuring the Product Team are made aware of any on-tour issues with suppliers immediately and assist to remedy the issues
  • Assist with the process to ensure all crew members are fully contracted in time for the start of the operating season
  • Responsible for crew logistics if required, due to a crew member testing positive for COVID pre-tour or on-tour, including assisting with the reallocation of replacement crew, crew transportation, and trip & tour paperwork
  • Ownership of crew profile creation and assignment into Travel Studio, ensuring all information is up to date prior to trip departure

Requirements:

  • A curious and solutions-oriented approach to achieve efficiencies and improvements within GT Operations
  • Excellent relationship management skills
  • Experience in Crisis Management, with on-ground crew experience preferred
  • Proven operational skills
  • 2+ years' experience in travel, tour leading, and/or operations
  • Ability to make sound decisions in line with company policies and act with integrity at all times
  • Clear communication to ensure all Crew have a clear understanding of our culture and values

About Us:

Global Touring is a dynamic company that inspires travellers through life-changing travel experiences. We have two dynamic brands – Topdeck Travel & Back-Roads Touring – and each caters to different customer segments in unique ways. At Global Touring, we enjoy meeting new people, experiencing other cultures, and embracing our differences. We are looking for someone to join the team that aligns perfectly with our organisation vision and values.

Why Join Us:

We offer a unique and exciting opportunity to be part of a dynamic team that is passionate about delivering exceptional customer experiences. As a Crew Liaison, you will have the chance to work with a talented team of professionals who are dedicated to making a difference in the lives of our customers. We offer a competitive salary and benefits package, as well as opportunities for career growth and development.

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