Operations Focused Tour Coordinator

Position: Operations Focused Tour Coordinator

Department: B2B Support Team

Reporting to: Support Supervisor

Location: Larkfield

Company: Albatross Travel

Brief description of the role

Continually build and improve client relationships (including visits when required) and ensure that they receive individual and respectful attention regarding any queries.

Competencies for success

• Must be able to work well on own initiative and within the team
• Organisation skills are essential as well as an ability to prioritise workload
• Effective communication skills (internal and external)
• Strong use of English grammar (written and spoken)
• Friendly and professional telephone manner
• Be able to work under pressure and to deadlines
• Be sensitive to client needs (internal and external)
• Able to take responsibility for own work
• Strong administration skills and attention to detail
• A desire to exceed expectations in customer service
• A passion for travel
• A willingness to learn and a desire to succeed
• Commercial awareness and the ability and confidence to negotiate
• A firm commitment to the Albatross Group’s Core Values, Vision and Mission

Main responsibilities (core areas of work)

The Operations Focused Tour Coordinator is responsible for operating all tours within the individual client base in line with company procedures and processes.  This includes:

• Ensure all itinerary tours (tours with hotels/crossings and attractions) are checked against the ops check list between 5-3 months prior to departure. (Hotel only tours will be checked by Ops admin)
• Locate, save and check client’s itinerary against the tour details ensuring dates and times are agreed and suitable for Area Knowledge teams to book and confirm.
• Upselling extras and attractions to client s after checking itineraries for opportunities.
• Switch selling attractions when needed assisted by Area Attractions Coordinator.
• Booking of any coach services required by client as per tour requirements.
• Invoicing client s for any advance deposit payments and ticket deposits agreed at sales stage.
• Obtaining 1^st client update 13-11 weeks prior to departure and ensuring regular updates are received every 3 weeks after the initial update.
• Sending all ferry/crossing confirmations to client s when required and amending times when necessary.
• Managing cabin allocations to ensure we have enough cabins compared to current sales – If needed flag to Area Knowledge Team to request more.
• Issuing deposit invoices to client (where necessary) in line with payment terms and ensure that these are sent within the timelines set to allow accounts enough time to obtain cleared funds.
• Arranging advance deposit payments agreed at sales stage and in line with supplier payment terms.
• Advising Area Reservations when tour numbers become high enough to confirm TBA space.
• Obtaining accurate rooming/cabin/passenger lists from the clients and ensuring the supplier receives this within deadline.
• Managing and actioning all client extra room, room amendment and special requests ensuring all extra room requests are logged and client if offered to hold on the line if possible.
• Checking menu options with client’s where required.
• Ensure tours are confirmed or are cancelled, outside the deadline dates. Liaising with the Area Knowledge teams to ensure suppliers are advised.
• Committing to the companies guaranteed service levels and response times.
• Reducing allocation with the suppliers, where it is clear the client will not use all the allocation held.
• Preparing vouchers ready for the travel pack in line with procedure deadlines.
• Requesting the driver’s mobile number before travel.
• Preparing tours for the final invoices on the day of departure.
• Constantly review and update estimated rates (for all suppliers, excluding accommodation).
• Assessing and checking future tours, to ensure that all tour/supplier deadlines are met as per the booking system and all bookings made correctly.
• Alerting relevant account manager immediately when a complaint arises and logging/updating TIF where necessary.
• Alerting the correct area coordinator if supplier contacts change.
• Dealing with client and supplier queries and requests in relation to the operation of the tour, with equal importance.
• To contact client’s and suppliers via telephone whenever possible.
• Keeping client s & suppliers updated with all aspects of the tour
• Ensuring that the tour screen is kept completely up to date, with relevant information.
• Maintaining client database ensuring all information is kept up to date.
• Continually building and improving core product knowledge, including attending contracting trips and familiarisation events, when required.
• Continually building client relationships by attending client visits with the account manager wherever possible.
• Checking and actioning all intranet links (product warnings) relating to tours.
• Negotiating with suppliers and client s to maintain and improve GTP
• To maintain a clean and orderly workspace and workplace.
• Complete actions from Support business plan as necessary
• Any other functions the company requires

Please note that this list is not exhaustive.  At times the job role may be altered to help others complete their duties.

What does success look like?

• Working effectively with the B2B operations, knowledge, contracting and accounts teams.
• You have delivered improved service levels for everyone you work with.
• Offering clients the best value for money whilst ensuring that they are happy to work with us year after year.
• Client s are providing us with great feedback.
• You lead by example and are respected by your team members.
• A clean and up-to-date task pad
• Increased number of clients working with us
• Achievement GTP target
• We are ‘Albatross People’ and support our core values

Key Performance Indicators/Measures

• Achievement of margin targets.
• Achievement of personal objectives in annual PDR
• Adhering to Albatross response times
• Staff Surveys
• Client Surveys
• Achievement of the Support Team key actions
• Client feedback
• We are ‘Albatross People’ and support our core values

Key relationships

Internal: 

• Line Manager
• All B2B Teams – Albatross Travel/ Albatross Europa/ Support/ Area Knowledge/ Marketing
• All Service Teams – Group Contracting/ Supply & Service/ Accounts and IT
• Chief Executive & Managing Directors

External:

• All key Stakeholders to include existing and future, suppliers and clients.