POSITION SUMMARY
An experienced guest and team-focused operational leader with strong on-road and touring knowledge, excellent organisational skills and a passion for delivering exceptional guest experiences.
This exciting role will oversee the day-to-day operation of Small Group Tours, ensuring smooth tour delivery, high operational standards and outstanding guest experiences throughout each journey. As part of a brand-new department and initiative within TTC, this is a unique opportunity to help shape and grow an exciting new area of the business.
Working closely with multiple teams, the successful individual will support and develop high-performing on-road teams, requiring excellent people management skills, a collaborative approach and the ability to build strong relationships across both field and office operations.
The role requires a proactive, solutions-focused and detail-oriented individual who enjoys working in a fast-paced environment and is passionate about operational excellence, continuous improvement and delivering exceptional service.
KEY RESPONSIBILITIES
- Lead and oversee the successful day-to-day operation and delivery of Small Group Tours across TTC Touring Brands, ensuring consistency, quality and operational excellence.
- Drive exceptional guest experiences through proactive planning, operational oversight and effective resolution of on-tour challenges.
- Support the recruitment, onboarding, training and development of on-road teams ensuring they are equipped to deliver the evolving Small Group Travel Experience.
- Provide leadership, coaching and ongoing support to on-road teams, fostering engagement, accountability and continuous improvement.
- Act as the senior escalation point for operational incidents and on-trip crises, ensuring timely, professional and guest-focused resolutions.
- Develop, implement and continuously improve operational processes, communications and Quality Control to enhance efficiency and consistency.
- Enforce brand standards and establish effective monitoring and compliance mechanisms to ensure consistent adherence.
- Collaborate with cross-functional teams to support the growth, development and successful delivery of the Small Group touring programme.
- Support delivery of the annual TD Meeting and all key seasonal meetings, ensuring alignment, engagement, and team motivation.
COMPETENCIES
- Strategic Planning & Execution
- Talent Development & Team Leadership
- Operational Delivery
- Crisis Management
- Guest Focus
- Relationship Management
Working Conditions
Hybrid (3 days London Office | 2 days remote) | Full time, with seasonal flexibility | Emergency Phone support & travel required
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