NoteWorthy is an award-winning company specialising in the high-end delivery of travel experiences for families, couples, and groups. Programmes and experiences are designed with attention to detail and excellence in the UK, Ireland, Paris, and Normandy. Experiences delivered are unforgettable and provide access to the unreachable.
We go beyond luxury accommodation and chauffeur-driven cars to provide an authentic taste of British, Irish, and French culture. In addition to fast -track access to all must-see visitor attractions, we make the inaccessible feasible through our network of private contacts. Exclusive experiences range from privately guided visits of Royal Estates to homestays in castles, and behind-the-scenes tours of iconic institutions. NoteWorthy specialises in Ultra High Net Worth and High Net Worth clients from the USA.
Working hours: Monday to Friday 9-5.30 pm, and any additional hours and days as required by your role.
Responsible to: Head of Product
Responsible for: NoteWorthy’s network of guides
Internal relationships: Head of Product, Regional Leads, Experience Design team, Client Experience team
External relationships: Guides, suppliers, venues, drivers, travel advisors
Purpose: The Guide Lead and Product Executive is the custodian of NoteWorthy’s guide network and a key support to the Product team. They ensure that every guide who represents NoteWorthy is well chosen, well briefed and performing to the highest standard, while helping to build, manage and refine the supplier partnerships and product information behind our experiences.
Key Responsibilities Include:
Guide Management:
- Act as the main point of contact for NoteWorthy’s network of guides, building trusted, long-standing relationships
- Recruit, vet and onboard new guides, ensuring agreements, accreditations, references and insurance are in place before their first programme
- Maintain accurate guide compliance records, including accreditations, public liability insurance and signed agreements, and track renewal dates
- Monitor guide performance through client, travel advisor and designer feedback; lead fair, well-documented performance conversations where standards are not being met
- Handle guide-related issues and complaints in a timely and effective manner, seeking assistance from the Head of Product or Head of Client Experience where necessary
- Support the Experience Design team with guide availability, helping to match the right guide to each client and programme
- Keep guide profiles, specialisms, languages and rates up to date and accessible to the team
- Brief guides on NoteWorthy’s standards, service expectations and processes, and maintain guide briefing materials
- Attend guide events and industry gatherings to represent NoteWorthy and identify new talent
- Identify gaps in the network – by region, specialism or language – and recruit proactively to fill them
- To be available, on occasion and where reasonably possible, to support urgent guide issues out-of-hours
Product and Supplier Management:
- Work alongside the Head of Product and external suppliers to set up and manage supplier contracts, compliance and the supplier onboarding programme
- Manage day-to-day communications with suppliers, acting as a reliable and responsive point of contact
- Diarise review meetings with the Head of Product and Regional Leads, taking notes and following up on agreed actions
- Gather and share relevant feedback from guides on supplier experiences, identifying areas of weakness and opportunity so that NoteWorthy experiences continue to evolve
- Report weekly and monthly Product stats and trends to the Head of Product
- Assist with product research as required by the Head of Product or Regional Leads
- Assist with the planning and running of staff fam trips
- Support NoteWorthy Knowledge Sessions and wider team learning
- Document fam trips, sessions and product knowledge for future reference and training, keeping the NoteWorthy intranet up to date
Product Content:
- For the initial few months, and as required during busy periods each year, update existing Salesforce products with copy, pricing and imagery so that information is accurate and up to date for the Design team
- Flag outdated, inconsistent or missing product information to the Head of Product
Business Awareness and Development
- To be fully up to date with the experiences offered within the company, and trends within the marketplace
- Stay inquisitive to introduce new guides, suppliers and exclusive experiences
- Attend arranged experiences and site inspections where possible
- Represent the company at events and act as a brand ambassador
Health and Safety
- To attend training, and follow procedures in reporting, signposting and complying with health, safety and compliance of the office, working with the landlords and external consultants as required
- Ensure guides and suppliers meet NoteWorthy’s health, safety and compliance requirements
Systems
- Have an excellent working knowledge of Salesforce, including maintaining guide, supplier and product records and creating reports. Actively contribute to the development of Salesforce with feedback and suggestions.
- Excellent understanding of the NoteWorthy phone system, Dropbox, Google Drive and the NoteWorthy intranet.
- Confident with Excel or Google Sheets for tracking and reporting
This description is an outline of the role, non-exhaustive and it is expected that key tasks will vary with demand and any change in business requirements or method of operation.
- Experience in the travel or tourism industry, ideally within luxury, inbound, product or operations
- Proven experience managing relationships with guides, freelancers or suppliers, including handling difficult conversations with tact
- Exceptional organisation and attention to detail, with the ability to manage multiple priorities
- A confident, composed communicator, both written and verbal
- A methodical approach to compliance, contracts and record-keeping
- Comfortable working with data and reporting on trends
- Flexibility to attend guide events, fam trips and occasional out-of-hours issues
- Knowledge of the UK, Ireland, Paris and/or Normandy
- Experience using Salesforce or a similar CRM
- Familiarity with tourist guide qualifications and accreditation
- Experience of supplier contracting and onboarding
- Experience delivering training or knowledge sessions
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