POSITION SUMMARY
Operational lynchpin and trusted escalation point for on-trip delivery. Working directly with Travel Directors, Travel Experience (TE) Managers, and the wider Operations & Contracting teams to resolve challenges, maintain seamless guest experience, and uphold brand promise on every tour. Combines deep product knowledge with agile decision-making to solve issues in real-time while providing structured feedback for continual improvement.
KEY RESPONSIBILITIES
* Act as central contact for on-road operational support, providing real-time solutions to Travel Directors across Europe and the UK.
* Collaborate cross-functionally with Travel Directors pre- and post-trip to ensure full awareness of deviations and service gaps.
* Lead briefing and debriefing of TDs for trip-specific updates, service alerts, and branding expectations.
* Oversee trip “Book Outs” and “Hotel Changes” with contingency planning, escalating critical issues while protecting guest experience and brand standards.
* Manage overspend with a practical, guest-first approach, maintaining financial discipline while solving urgent on-road needs (hotels, restaurants, transport gaps).
* Directly amend itineraries and Tropics trip-level data when operational updates require immediate response.
* Review Electronic Trip Reports (ETRs), collate feedback, and support quality improvement loops with TE teams.
* Act as an emergency standby Travel Director, reinforcing team resilience and continuity when needed.
* Member of Crisis Management Team, experienced in handling high-pressure, time-sensitive incidents with clarity and control.
* Maintain operational accuracy across internal systems.
COMPETENCIES
* Problem Solving in Motion
* Strong ability to prioritise tasks effectively
* Managing multiple operational demands simultaneously
* Resilient and flexible – adjusting schedules where required
* Frontline Operational Leadership
* Service Recovery & Brand Protection
* Collaborative Decision-Making
* Communication Under Pressure
* Digital Proficiency
* Previous experience as a Travel Director
WORKING CONDITIONS
Hybrid (2-3 days office | 2 days remote) | Emergency Phone Rotation | Travel Required | Core Hours: 08:00–18:00