We’re looking for a highly motivated manager to join our Client´s Guest Support team based in Central London. You will be responsible for the day-to-day running of a small Guest Support team, aiding guests obliged to leave their tour due to medical reasons or crisis. The team also assesses the suitability of tours for guests with specific requirements and work hard to support our on-road teams with any challenging situations.

This role is ideal for candidates with team leader or management experience within the travel and tourism or hospitality sectors. The role requires an empathetic individual with a creative approach to problem solving, an outstanding approach to customer service and strong organizational skills.

Key Responsibilities

• Allocate daily tasks to the team, monitor the workload, and manage roster and annual leave.
• Plan, produce and ensure thorough induction and training is delivered to new team members.
• Conduct regular catch ups with the team and ensure on-going development and training needs are met.
• Conduct recorded conversations and complete action plans with underperforming team members.
• Assess Specific Requirement requests and liaise with relevant departments.
• Contribute to the annual review of documents and manuals, identifying any areas that require updating or improving.
• Keep a record of all on road incidents and provide relevant and regular reports.
• Find suitable solutions for guests experiencing medical emergencies or incidents during their trip.
• Deal with escalated complaints and be willing to take decisions in accordance with company policies and procedures, considering compensation and liaising with Guest Relations as required.
• Support on road teams in dealing with challenging situations.
• Cover the emergency out of hours phone on a roster basis between the hours of 6pm to 8am, and assist in the event of an emergency.

About you

• Strong organization and time management skills
• Attention to detail
• Solutions orientated
• Outstanding communication skills
• Confident in delivering training
• Patient and empathetic
• A passion for customer service
• 2 or more years’ experience in a manager or team leader role.
• Salesforce experience desirable.
• Personal overseas travel experience.
• English fluent, spoken and written.
• The right to work in the UK.

The position is shift based, working 4 days on and 2 days off, to include bank holidays and weekends, on a rolling basis.

Core hours are 9am – 5.30pm but during busy summer periods there may be earlier starts or later finishes.