Financial and Administrative Oversight

• Assist with budgetary management related to Trip Leader operations, including the monitoring of expenses and the approval of invoices, ensuring adherence to financial guidelines and cost-effectiveness.

Training and Resource Development

• Design and deliver brand-specific training programs for Trip Leaders and Destination Management Companies (DMCs), both in-person and virtually, ensuring teams consistently deliver operational excellence while embodying the distinct service standards and guest experience expectations of each brand, including Topdeck's social travel experience and Grasshopper Adventures' immersive local experiences.
• Create and maintain comprehensive training resources, including a detailed crew policy handbook, to standardize operational procedures and ensure adherence to the company's "One Best Way" principles.

Customer Relations and Issue Resolution

• Collaborate with the Customer Relations team to provide support and expertise in responding to and investigating customer feedback, including potential complaints, to ensure timely and satisfactory resolution.

Systems and Process Improvement

• Develop and deliver ongoing training for operational systems, including but not limited to, SharePoint and trip accounts, ensuring TL proficiency and adherence to best practices.
• Rigorously review all incident and trip reports to ensure thorough tracking, appropriate action, and the identification of trends or areas for improvement.

Crisis Management and Emergency Response

• Assist with the ongoing development, maintenance, and refinement of global touring crisis management procedures, ensuring their effectiveness and readiness to respond to unforeseen events.
• Participate in the on-call rota, providing essential support and serving as the primary point of contact via the emergency telephone as required.

Product Knowledge and Collaboration

• Actively participate in product handover meetings for both Topdeck and Grasshopper, encompassing both internally contracted itineraries and those contracted and operated by Destination Management Companies (DMCs).
• Collaborate cross-functionally with Product, Marketing, Technology, and other internal teams to identify, develop, and implement initiatives that enhance the customer experience, using operational insights and Trip Leader feedback to drive continuous improvement.

General Operations

• Perform all other general operations and related duties as required to ensure the successful and efficient operation of all trips and tours.

Qualifications and Experience

To meet the expectations of this role, candidates must demonstrate the following qualifications and experience:

• A proactive, solutions-oriented approach focused on achieving efficiencies and improvements within Global Touring (GT) Operations.
• A commitment to ensuring GT achieves operational excellence.
• Exceptional relationship management skills, with the ability to build and maintain strong partnerships with internal and external stakeholders.
• Demonstrated experience in crisis management, with the ability to effectively handle and resolve critical situations.
• Proven managerial skills, including experience in leading, motivating, and developing teams.
• A minimum of two (2) years of experience in the travel industry, specifically in tour leading and/or operations.
• The ability to make sound decisions aligned with company policies, consistently demonstrating integrity and ethical conduct.
• A demonstrated understanding and commitment to upholding our company's culture and values among all crew members.

Ideal Candidate Behaviours

The ideal candidate will demonstrate the following behaviours:

• Destination Expertise: Possess comprehensive geographical, cultural, and historical knowledge of Global Touring destinations, with extensive travel experience.
• Leadership and Communication: Exhibit excellent written and verbal communication skills, with a proven ability to inspire and motivate teams, including remote staff; set clear expectations and KPIs; and hold themselves and others accountable.
• People Development: Demonstrate a strong understanding of HR best practices, with the ability and desire to coach and develop skills in others.
• Customer Focus: Maintain a strong drive for exceptional customer satisfaction, prioritizing the customer perspective in all decision-making.
• Operational Efficiency: Display a strong aptitude for planning and project management, with a solid understanding of financial management, and the ability to adapt, meet deadlines, and think innovatively.
• Resilience and composure: Ability to effectively manage multiple priorities simultaneously, demonstrate conflict management skills, and utilize business negotiation and crisis management expertise.
• Passion for all aspects of travel.

Additional Role Expectations

• Availability to travel at short notice and a commitment to international and local work trips per year, when required.
• Willingness to participate in an on-call rotation to cover operations phone duties outside of regular business hours.
• Flexibility to accommodate our peak periods, with some restrictions on annual leave from May to September.

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 such as Tupperware and water bottles in our offices.
• A commitment to utilize locally owned businesses where possible, and to improve the economic impact of the communities visited by Global Touring customers.
• A commitment to utilizing 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…