Trip Leader Manager - Topdeck Travel & Grasshopper Adventures in London

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. We are looking for someone to join the team that aligns perfectly with our organisation vision and values.

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.

• Trip Leader Resourcing and Talent Acquisition: Manage the full cycle of Trip Leader recruitment, including sourcing, interviewing, and selection, to secure high-calibre talent aligned with brand values and operational needs. Coordinate and oversee all Trip Leader staffing requirements for Topdeck and Grasshopper Adventures, ensuring optimal allocation of personnel to meet operational demands. Develop and implement comprehensive training programs for new and existing Trip Leaders, encompassing both in-person and virtual modalities, to enhance their skills, knowledge, and performance.
• Communication and Operational Support: Oversee all general crew communications throughout the operating season, serving as the primary point of contact and ensuring timely and effective dissemination of information. Ensure all aspects of trip/tour preparation are completed to the highest standard prior to the commencement of each operating season, including logistical arrangements, itinerary briefings, and resource provision. Collaborate with Marketing to identify, capture, and share Trip Leader stories, achievements, and on-trip content, helping to showcase the value of our Trip Leaders and support brand awareness, recruitment, and promotional initiatives.
• Performance Management and Development: Monitor and evaluate Trip Leader performance on an ongoing basis, providing constructive feedback, coaching, and support to foster professional growth and development. Proactively address instances of poor or underperforming Trip Leaders, implementing performance improvement plans and providing targeted development opportunities to facilitate enhanced performance.
• Compensation, Incentives, and Crew Engagement: Collaborate with the Operations Manager to evolve and administer crew compensation and incentive plans that effectively motivate, reward desired behaviours, and promote the retention of top-performing Trip Leaders. Work alongside the Operations Manager to appoint and manage crew ambassadors, maximizing their engagement with the office and leveraging their expertise to enhance operational effectiveness.
• Financial and Administrative Oversight: Assist with budgetary management related to Trip Leader operations, including the monitoring of expenses and the approval of invoices, ensuring adherence to financial guidelines and cost-effectiveness.
• Training and Resource Development: Design and deliver brand-specific training programs for Trip Leaders and Destination Management Companies (DMCs), both in-person and virtually, ensuring teams consistently deliver operational excellence while embodying the distinct service standards and guest experience expectations of each brand, including Topdeck's social travel experience and Grasshopper Adventures' immersive local experiences. Create and maintain comprehensive training resources, including a detailed crew policy handbook, to standardize operational procedures and ensure adherence to the company's "One Best Way" principles.
• Customer Relations and Issue Resolution: Collaborate with the Customer Relations team to provide support and expertise in responding to and investigating customer feedback, including potential complaints, to ensure timely and satisfactory resolution.
• Systems and Process Improvement: Develop and deliver ongoing training for operational systems, including but not limited to, SharePoint and trip accounts, ensuring TL proficiency and adherence to best practices. Rigorously review all incident and trip reports to ensure thorough tracking, appropriate action, and the identification of trends or areas for improvement.
• Crisis Management and Emergency Response: Assist with the ongoing development, maintenance, and refinement of global touring crisis management procedures, ensuring their effectiveness and readiness to respond to unforeseen events. Participate in the on-call rota, providing essential support and serving as the primary point of contact via the emergency telephone as required.
• Product Knowledge and Collaboration: Actively participate in product handover meetings for both Topdeck and Grasshopper, encompassing both internally contracted itineraries and those contracted and operated by Destination Management Companies (DMCs). Collaborate cross-functionally with Product, Marketing, Technology, and other internal teams to identify, develop, and implement initiatives that enhance the customer experience, using operational insights and Trip Leader feedback to drive continuous improvement.
• General Operations: Perform all other general operations and related duties as required to ensure the successful and efficient operation of all trips and tours.

To meet the expectations of this role, candidates must demonstrate the following qualifications and experience:

• 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.

The ideal candidate will demonstrate the following behaviours:

• 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, prioritising 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 utilise business negotiation and crisis management expertise.
• A passion for all aspects of travel.

Additional Role Expectations:

• 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.

Responsible and Sustainable Responsibilities:

• A commitment to improving recycling processes, stopping the use of all single-use plastic and promoting the use of reusable items such as Tupperware and water bottles in our offices.
• A commitment to utilise locally owned businesses where possible, and to improve the economic impact of the communities visited by Global Touring customers.
• A commitment to utilising suppliers who support and adhere to Global Touring’s wildlife policy.
• A commitment to protect our company culture of openness to all people regardless of gender, race, age, religion, etc.