Job Description

Role Purpose:

Join our dynamic team and provide essential support to a vibrant community of over 300 self-employed Tour Managers, Cruise Directors, and Cruise Hosts. Your role will involve managing their requirements efficiently and cost-effectively, while delivering high quality support to nurture relationships and enhance loyalty and guest satisfaction.

Key Responsibilities:

Relationship Building:

Act as a friendly point of contact for all Tour Managers, Cruise Directors, and Cruise Hosts, providing support and a welcoming face for Riviera HQ. Maintain regular contact with Tour Managers to keep them engaged and valued. Be aware of the welfare of all Tour Managers. Attend seasonal kick-off events and webinars. Support with regular Tour Manager communications (newsletters, etc.). Work closely and collaboratively with other Riviera teams

TM Logistics:

Handling a large volume of communications, maintaining accurate records and processing tour manager transport options to and from tours and cruises, ensuring cost-effective solutions that meet requirements and consider Tour Managers' needs. Book pre/post-night hotel accommodation for Tour Managers based on agreed locations and budgets. Supporting with ad-hoc transport arrangements for all tour management events

Guest Experience:

Investigate guest feedback related to Tour Managers promptly and in line with company procedures. Contact Tour Managers to discuss guest feedback and complaints, working alongside Tour Manager Quality & Development to identify actions. Formulate departmental responses to complaints and update records for future reference

Administration:

Maintain and update flight sheets accurately. Issue transport and hotel accommodation confirmations to Tour Managers. Co-ordinate with the Tour Manager Scheduler to arrange shadow tours. Accurately process and record payments for various transactions Process and record Tour Manager invoices and expenses accurately and on time. Support the induction of new Tour Managers, ensuring they receive branded items and are prepared for their first tour. Support with the upkeep of the Tour Manager Database and associated systems

Skills, Experience & Competencies:

Excellent organisational and time management skills. High level of accuracy and attention to detail. Commitment to delivering exceptional customer service. Strong written and verbal communication skills. Strong interpersonal skills with good emotional intelligence. Confident problem-solving skills with the capacity for creative thinking. Excellent IT skills, including MS Office (Word and Excel). Ability to work independently and as part of a team. Experience with Traveller is preferred but not essential.
Job Types: Full-time, Fixed term contract
Contract length: 9 months

Pay: Up to 27,145.00 per year

Benefits:

Employee discount Free parking On-site parking
Work Location: Hybrid remote in Burton-On-Trent DE14 1SP