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6 months ago
C&M Travel Recruitment
Salary: £24000.00 - £26000.00 per annum
Location: Farnborough
Job type: Permanent
Contact: Sarah Smith
Category: Operations Jobs

Operations Manager - Tour Operator - Hampshire £24-26k

Operations Manager - Role Summary and Job Purpose:

The Operations Manager has responsibility for day-to-day tour operations and product delivery (with emphasis on quality and safety) of tours in a particular geographical area. The Operations Manager is the first point of call for on-tour incidents and so this job will suit someone after a challenge of working in an ever changing environment. The company vision is "Enriching Lives Through Adventure Travel". The Operations Manager ensures through involvement in recruitment, the delivery of training and the on-going management of Leaders that continually exceed customer expectations when leading trips.

Operations Manager - Key Responsibilities:

  • Tour Management:
    • Working with the Product Manager to ensure the accuracy of customer facing tour information.
    • Responsible for ensuring quality and safety on all services provided on the company tours.
    • Investigate any quality issues, provide Customer Relations with detailed information to enable them to reply efficiently to customer letters and ensure pro-active steps are taken to avoid future complaints.
    • Work closely with Product Managers to ensure tours operate smoothly and meet the expectations of customers.
  • Tour Leader Management:
    • Effective liaison with tour leaders and local agents to ensure high performance levels in line with company strategy.
  • Tour Leader recruitment and training:
    • Participate in selection days and training of Tour Leaders (in house and overseas), including attending first aid courses.
    • Aim to obtain highest Industry levels of tour leader recruitment and training.
  • Incidents:
    • Deal efficiently with day-to-day operational problems, one-off incidents and crisis situations.
    • Participate in duty rota (cover one week in every five).
  • Budgets:
    • Working with the Senior OM to ensure that we have accurate Tour-leader budgets
  • Customer Services:
  • On-going assistance to the Sales Team helping with queries from customers to aid in the sale of tours.
  • Travel Fairs:
    • Attend and participate in World Travel Market, Adventure Travel presentations and other Trade Fairs as requested.
    • Meet with new and existing ground agents to ensure quality and safety on all Explore tours.
    • To participate in/run ad hoc projects/tasks as required
  • Overseas travel:
    • Travel overseas to include Tour Leader training, dealing with incidents, recces, quality control and industry familiarisation trips / product knowledge (possibly at short notice).

Operations Manager - Person Profile:

  • The ideal candidate will be someone who is both an independent thinker and a team player.
  • You should be able to demonstrate a record of working to tight deadlines and under pressure.
  • It is essential that you will be able to build rapport and communicate effectively at all levels and show an ability to construct logical, credible and winning arguments that will persuade decision makers (internal and external).
  • Whilst they work hard the company ethos is that they work in a place that is both positive and fun, and so it is essential that the successful candidate is able to fit into this environment.
  • Your passion should be travel, they will be looking for a candidate who exudes enthusiasm for travel.

Operations Manager - Skills and Experience

  • Proven people management skills
  • Previous tour leader experience
  • Excellent negotiation skills
  • Previous experience in the delivery of training / presentations
  • Demonstrable organisational, communication & interpersonal skills
  • Proven ability to work to deadlines.
  • Team player
  • Experience of working as an Operations Manager in a tour operator environment
  • Able to demonstrate experience of dealing efficiently with customers and problems on tours.
  • Extensive travel experience
  • Demonstrable results inside an operations environment
  • Knowledge of the small group adventure travel market

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C&M Travel Recruitment is acting as an Employment Agency in relation to this vacancy. We are committed to equality of opportunity for all candidates. For more opportunities, please visit javascript:void(0);

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