The Travel Corporation
Operations Manager
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Guest Operations Manager for Small Group Tours
Lead and develop TTC’s exciting new Small Group Tours department
Position Summary
An experienced guest and team-focused operational leader with strong on-road and touring knowledge, exceptional organisational skills, and a passion for delivering exceptional guest experiences.
This critical, brand-new role within TTC will oversee the day-to-day operations of Small Group Tours, ensuring seamless tour delivery, high operational standards, and outstanding guest experiences. As part of a new department, you’ll have the chance to shape and grow a dynamic area of the business.
Working extensively across multiple teams, the successful candidate must:
- Support and develop high-performing on-road teams
- Cultivate excellent people management and collaborative relationships between field and office operations
- Drive innovation in operational excellence and continuous improvement
- Thrive in a fast-paced, solutions-focused environment
Key Responsibilities
Tour Operations & Guest Experience
- Lead the day-to-day operation and quality assurance of Small Group Tours across TTC’s brands, ensuring consistency, excellence, and efficiency.
- Proactively enhance guest experiences through coordinated planning, operational oversight, and rapid resolution of on-tour challenges.
- Act as the senior escalation point for operational incidents and crises, resolving issues with timeliness, professionalism, and a guest-first mindset.
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Team Development & Performance
- Oversee the recruitment, onboarding, training, and development of on-road crews to maintain the highest-TTC travel experience standards.
- Provide leadership, mentorship, and continuous coaching to on-road teams, fostering engagement, accountability, and growth.
- Ensure team buy-in during seasonal preparation (e.g., TD Meeting, planning sessions) to align strategy and motivation.
Process Improvement & Compliance
- Develop and refine operational processes, quality controls, and communication frameworks to streamline efficiency.
- Enforce brand standards with robust monitoring and compliance mechanisms to ensure uniform delivery across all tours.
- Collaborate cross-functionally with sales, marketing, HR, and logistics teams to support the expansion of the Small Group touring programme.
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Core Competencies
- Strategic Planning & Execution – Anticipate needs, set objectives, and drive measurable improvements.
- Talent Development & Team Leadership – Mentor early-career employees and lead diverse, high-performing crews.
- Operational Delivery – Execute flawless daily/seasonal operations under pressure.
- Crisis Management – Stay calm and resourceful in high-stakes situations.
- Guest Focus – Prioritise seamless, memorable experiences above all else.
- Relationship Management – Build trust with teams, partners, and leadership.
Working Conditions
- Hybrid role: 3 days in the London Office | 2 days remote
- Full-time with seasonal flexibility (adjusted hours during peak tour periods)
- On-call emergency phone support & travel required
This is an order to complete we urgently seek an inspired operational leader to drive the next era of Small Group Tours!
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