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The Company: GB Travel Group

Title: Tour Operator

Responsible to: Head of Operations

Salary: Subject to experience in the industry

Location: Flexible – Remote/Hybrid/Office

Date: January 2025

ABOUT THE ROLE

GB Travel Group is an established tour operator providing unforgettable travel experiences for schools and
clubs.

We specialise in creating bespoke sports, ski or study tours that cater for the unique interests of each group.
Our expansive portfolio spans the globe offering options from the vibrant landscapes of South Africa to the
bustling cities of the US, the historic streets of Spain to the snow-capped slopes in Italy. Every destination is an opportunity for discovery, learning and adventure.

We are looking for an enthusiastic, dynamic, and focused individual to become part of our growing and
developing Operations division. Do you have experience in Operations, Administration and Customer Service?

If you have a passion for sports, ski, or educational travel, this role offers the unique opportunity to contribute to the growth of the company as a leading provider of tours for educational establishments.

The role exists to ensure that the customers receive a high level of personalised service and requires you to
develop outline tour itineraries into detailed, often complex, bespoke itineraries with accurate information.
These tours require logistical planning and preparation, as we supply tailor-made group tour itineraries to suit our customers’ needs. Attention must be given to the commercial and safety requirements of the business, along with management of supplier and customer relationship, all of which are key to this role.

Working alongside our Head of Operations, you would be responsible for creating and delivering exciting tours for our clients that create memories of a lifetime for all who travel with us.

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YOUR RESPONSIBILITIES

  • Tour Handover and Approval: Manage the handover and authorisation process for your allocated tours, ensuring all necessary approvals and preparations are completed.
     

  • Customer Management: From tour confirmation to post-tour follow-up, you’ll take full ownership of ensuring our clients’ needs are met.
     

  • Bespoke Itinerary Planning & Creation: You will meticulously plan detailed customised itineraries for tours across the UK, Europe, and worldwide based on client requirements
     

  • Client Interaction: Attending pre-tour meetings and presentations with clients and becoming their primary contact during booking.
     

  • Health and Safety Compliance: Collaborating with the Head of Operations and team members to ensure health and safety audits are complete.
     

  • Documentation Management: Managing documentation, vouchers, and itineraries for clients, ensuring compliance with company policies. Use of internal systems ensuring documentation and data is accurate, stored and accessible.
     

  • Supplier Management: Establishing and maintaining strong relationships with suppliers, and partners. Booking and managing services through effective communication. Ensuring compliance with contract conditions, agreements and budgets whilst implementing strategies to bolster profitability.
     

  • Payment Processing: Managing payment processes for suppliers and partners.
     

  • Relationship Building: Developing relationships with schools, clubs, colleges, and universities.
     

  • Product Enhancement: Contributing to product innovation and development. Feedback and analysis of existing tours and products, identifying areas for improvement. Record and analyse sports fixture feedback to enhance future arrangements and partnerships.
     

  • Travel & Visits: Travelling on tours as needed to gain firsthand destination experience, meet new and existing suppliers and partners to enhance product knowledge and to provide on the ground support to clients.
     

  • Client Experience Enhancement: Conducting post-tour feedback questionnaires, presenting internal reports, and proposing solutions for improving our tour experience.
     

  • Company Performance Contribution: Ensuring all clients have an exceptional experience and continue to choose us for future tours.
     

  • Customer Service and Complaint Handling: Provide exceptional customer service throughout including addressing inquiries and resolving issues efficiently to maintain high levels of client satisfaction. Including, participating in an out-of-hours rota to provide emergency support.
     

  • Additional Responsibilities: Undertake any other duties or responsibilities as required by the business, in line with the needs of the business and the evolving nature of the role.

SKILLS AND EXPERIENCE

  • Effective Communication and Negotiation:

    • Demonstrate excellent communication, both verbally and in writing, when dealing with decision-makers over the phone, email or in person.

    • Showcase strong presentation skills to convey ideas effectively.
       

  • Adaptability and Initiative:

    • Thrive under pressure and proactively use initiative to address challenges.

    • Prioritise tasks efficiently, ensuring effective time management.
       

  • Tour Operations Experience (Preferred):

    • While not essential, previous experience in schools and clubs tours operations is advantageous.
       

  • Work Ethic and Business Acumen:

    • Exhibit a strong work ethic, enthusiasm, and a natural ability to identify new business opportunities.
       

  • Passion for Sports and Travel:

    • Display a keen interest and knowledge of sports.

    • Ideally, have familiarity with core travel destinations.
       

  • Office and SharePoint Proficiency:

    • Be comfortable with Office tools and SharePoint for efficient work practices.
       

  • Full Driving License:

    • Possess a valid full driving license.

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WHAT WE'RE LOOKING FOR

  • Passion for Educational travel: We’re seeking a candidate with a genuine interest in sports, skiing and educational travel.
     

  • Specialised Knowledge: Understanding of the unique requirements across various activities, whether it is the number of players on a rugby team, the ability levels in ski or the educational objectives for study tours.
     

  • Group Travel Experience (Advantageous): Familiarity with group travel logistics is highly beneficial.
     

  • Well-Travelled with Diverse Experiences: Ideally, the candidate has firsthand knowledge of the diverse needs for active participation and educational enrichment from their travel experiences.
     

  • Quick Learner: Ability to grasp systems, processes, and procedures swiftly.
     

  • Effective Communication: Excellent communication skills for interactions with customers and suppliers via email and phone in a professional manner.
     

  • Independence and Prioritisation: Self-driven and capable of managing workload priorities.
     

  • Organisational Skills: Strong organisation, prioritisation, and administration abilities.
     

  • Attention to Detail: High level of numeracy and accuracy, paying close attention to details.
     

  • Analytical Approach: Methodical and analytical mindset.
     

  • Tech-Savvy: Comfortable with technology and enjoys problem-solving.
     

  • Pressure Handling: Ability to work well under pressure.
     

  • Deadline-Driven: Strives to meet and exceed deadlines.
     

  • Client Service Focus: Committed to providing excellent service to clients and internal teams.

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YOUR APPLICATION

Please send your CV and a covering letter describing what strengths you have as an individual applicable to this role and the team to info@gbtravel.co.uk.

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Include the job title and your name in the subject line.

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