Tour Operations Coordinator

1 month ago

London, Greater London, United Kingdom Topdeck Full time
Job Title: Crew Liaison

Job Summary:

We are seeking a highly organized and detail-oriented Crew Liaison to join our team at Global Touring. As a key member of our Operations Team, you will be responsible for ensuring the smooth delivery of our tours and providing exceptional customer experiences.

Key Responsibilities:

  • Assist with the execution of brand strategies within tour operations
  • Be part of the Operations Team, in 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 that everything is complete for the start of the operating season
  • Give input and assist with all general crew communications throughout the season
  • Assist the Customer Relations team with responses or investigations regarding any potential customer complaints
  • Produce and maintain trip/tour manuals along with the Operations Team
  • Ensure that the Crew SharePoint site is updated and maintained across the season
  • Be part of the Operations Team in the management of all incident and trip/tour reports
  • 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 the crew recruitment and training trip processes
  • Assist with ensuring that the Product Team are made aware of any on tour issues with suppliers
  • Assist with the process to ensure that all crew members are fully contracted in time for the start of the operating season
  • Responsible for crew logistics if required

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

Ideal Candidate:

  • Destination knowledge: geographical, cultural and historical knowledge of the destinations Global Touring travels
  • Leadership and communication: excellent written and verbal communication skills and an ability to inspire and motivate teams and remote workers
  • HR and people development: knowledge of HR best practice and the ability and desire to coach and develop skills in others
  • Customer focus: a drive for exceptional customer satisfaction, always putting the customer at the heart of all decisions
  • Efficient: a strong head for planning and project management with an understanding of financial management and the ability to be adaptable, on time and look outside the box
  • Work under pressure and resilience: an ability to manage several priorities at once, conflict management skills, business negotiation and crisis management experience

Additional Responsibilities:

  • There is a requirement to answer phone calls out of hours on rotational coverage of Operations phone
  • Due to peak tourism periods, some restriction of annual leave is in place from May to August

Responsible and Sustainable Responsibilities:

  • A commitment to improving recycling processes, stopping the use of all single-use plastic and promoting the use of reusable items
  • A commitment to utilise locally owned businesses where possible, and to improve the economic impact of the communities visited by Global Touring customers
  • A commitment to utilising suppliers who support and adhere to Global Touring's wildlife policy
  • A commitment to protect our company culture of openness to all people regardless of gender, race, age, religion, etc...

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