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About the Role

The Trip Leader Manager is a pivotal role responsible for the management and operational oversight of Trip Leader (TL) resources across both the Topdeck and Grasshopper brands. This encompasses the entire TL lifecycle, from talent acquisition and development to performance management and ongoing support. The successful candidate will ensure the consistent delivery of exceptional tour experiences through effective leadership, resource allocation, and continuous improvement initiatives.

Responsibilities

Manage the full cycle of Trip Leader recruitment, including sourcing, interviewing, and selection.
Coordinate and oversee all Trip Leader staffing requirements for Topdeck and Grasshopper Adventures.
Develop and implement comprehensive training programs for new and existing Trip Leaders.
Oversee all general crew communications throughout the operating season.
Ensure all aspects of trip/tour preparation are completed to the highest standard prior to the commencement of each operating season.
Collaborate with Marketing to identify, capture, and share Trip Leader stories, achievements, and on-trip content.
Monitor and evaluate Trip Leader performance on an ongoing basis, providing constructive feedback, coaching, and support.
Proactively address instances of poor or underperforming Trip Leaders, implementing performance improvement plans.
Collaborate with the Operations Manager to evolve and administer crew compensation and incentive plans.
Work alongside the Operations Manager to appoint and manage crew ambassadors.
Assist with budgetary management related to Trip Leader operations.
Design and deliver brand-specific training programs for Trip Leaders and Destination Management Companies (DMCs).
Create and maintain comprehensive training resources, including a detailed crew policy handbook.
Collaborate with the Customer Relations team to provide support and expertise in responding to and investigating customer feedback.
Develop and deliver ongoing training for operational systems, including SharePoint and trip accounts.
Rigorously review all incident and trip reports to ensure thorough tracking, appropriate action, and the identification of trends or areas for improvement.
Assist with the ongoing development, maintenance, and refinement of global touring crisis management procedures.
Participate in the on-call rota, providing essential support and serving as the primary point of contact via the emergency telephone.
Actively participate in product handover meetings for both Topdeck and Grasshopper.
Collaborate cross-functionally with Product, Marketing, Technology, and other internal teams to enhance the customer experience.
Perform all other general operations and related duties as required.
Commit to improving recycling processes, stopping the use of all single-use plastic and promoting the use of reusable items.
Commit to utilise locally owned businesses where possible, and to improve the economic impact of the communities visited.
Commit to utilising suppliers who support and adhere to Global Touring’s wildlife policy.
Commit to protect our company culture of openness to all people regardless of gender, race, age, religion, etc.

Requirements

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.
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.

Skills

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.
A passion for all aspects of travel.

Location

Global Touring HQ London

Work Type

Full Time

Experience Level

Minimum of two (2) years of experience in the travel industry, specifically in tour leading and/or operations.

About the Company

Being a part of the Global Touring team means you will have the opportunity to inspire travellers through life changing travel experiences.
We have three dynamic brands – Topdeck Travel, Back-Roads Touring & Grasshopper Adventures – and each cater to different customer segments in unique ways.
At Global Touring (GT), we enjoy meeting new people, experiencing other cultures and embracing our differences.