JOB DESCRIPTION - Gullivers Sports Travel

GULLIVERS SPORTS TRAVEL (GST) – TUI SPORTS DIVISION
Position:
Band:
Based:
GST Senior Tour Coordinator
6
Tewkesbury
Closing date for application: N/A
Background:
Gullivers Sports Travel is the leading sports travel provider in the UK.
The main product offering is focused on 6 Nations and British and Irish Lions Rugby.
Senior Tour Coordinator is a key client and supplier facing Operations team role, reporting to an
Operations Manager, responsible for the delivery of a specific range of individual tours, products, events
and/or packages from the point of sale to the completion of delivery.
There are multiple Senior Tour Coordinators within the business working on different product cycles and
client bases -often simultaneously and collaboratively. Senior Tour Coordinators will often mentor and
support a Tour Coordinator but will not be required to provide day-to-day line management.
You will have a strong attention to detail and intuitively understand customer needs. Striving, with the
support of the commercial team, to extract maximum value from supplier contracts to boost margin while
delivering on significant year on year CSQ (customer satisfaction questionnaire) quality gains.
During key periods you may have the lead on a particular event or major tour- this may include being
assigned a number of temporary contractors/tour coordinators for support. All senior tour operators will
actively deal with FIT/Tailor made style requests from customers, including quoting and booking, where
this isn’t dealt with by the sales team (for example where the tour is completely bespoke/complex).
You will be expected to travel within the UK meeting groups and overseas on tour at certain times of the
year.
Excellent customer and supplier facing skills and experience are paramount, as is a high level of personal
integrity and being computer literate, organised and able to prioritise and deliver in a competitive
environment.
Objectives and responsibilities include the following:
Key example responsibilities:




Responsible for the delivery of all elements of supporter/playing packages as sold to the client to
include managing pre-registrations, confirmations, amendments & cancellations.
Liaise/ Communicate/negotiate thoroughly with airlines/accommodation providers
/suppliers throughout the booking period
Communicate with agents on their group / FIT requirements when quote requests come through
Make transfer bookings and arrangements.





Any additional extras – excursions / tours / meals / events
Put together cost sheets for group and FIT quotes
Use CRM to record and update customer notes.
Research and source accommodation for group and FIT enquiries
Research excursions / activities for group and FIT quotes






Follow up with agents & clients regarding deposits and final payments
Put together a ‘tour packs/final docs’ for customers & tour managers
Meet groups on arrival in the UK (inbound)
Deputise for Operations manager in meetings as required and attend departmental meetings
Mentor & support tour co-ordinators in their daily tasks
Coordination of tour managers on tour to include daily briefings, troubleshooting, crisis management

Coordinate and manage travel logistics on a large scale in event location (often overseas).

Post sale customer support: Communicate with customers via email or telephone with any queries they have
regarding packages on sale / bookings they have made

Daily advanced use of Travel Studio for setting up agents, creating and amending bookings, taking balance
payments etc.


Deliver service in event location to the highest standard.
Liaise with H&S to make sure all Operations meet our own and external partner requirements for
audit & STF compliance.
Manage client and supplier payments.

Required skills
 Working knowledge of destinations, sports and products on offer at GST.
 Excellent knowledge of the business operating system including Travel Studio and CRM.
 Applicants should demonstrate a high degree of accuracy in their work while being extremely
customer orientated, delivering very high levels of service.
 Ability to manage their workload effectively, well organised, flexible, determine priorities
with attention to detail, act on their own initiative as well as being a strong team player
 Highly flexible, driven and motivated with strong communication skills.
 Ability to identify and create sales / margin opportunities.
 Ability to work under pressure and meet deadlines, this may involve working additional hours
at peak times including weekends
 Effective communicator at all levels- flexible in approach.