Company Overview
Middletons Tours is a leading coach tour company based in Staffordshire. Our mission is to provide exceptional travel experiences by prioritising customer satisfaction and offering luxurious, modern coaches for a variety of tours across the UK, Ireland & Europe. We are committed to excellence and dedicated to creating memorable journeys for our clients.
Summary
We are seeking a dedicated Specialist Tours Manager to oversee and coordinate our diverse range of coach tours. For our customers, creating memories and exploring the UK’s and Europe’s must-visit destinations on our holidays and day excursions is tremendously enhanced by our fantastic tour managers, tour assistants and drivers. This pivotal role contributes directly to our mission of delivering outstanding travel experiences. Join us to lead a team that puts customer satisfaction at the forefront of every journey. Our team provide a friendly, enthusiastic and knowledgeable service on board our coaches, whilst serving an on-board drinks service and assisting our customers.
Responsibilities
- Coordinate with Tour Managers and Drivers to ensure smooth operations.
- Welcome customer at their pick-up point. Check customers on and advise pre-allocated seat numbers.
- Delivering the on-board drinks service.
- Ensure compliance with safety standards and company policies.
- Distributing concert/event tickets, maps and other key documents to customer on-board.
- Monitor customer feedback and implement improvements.
- Collaborate with marketing to promote upcoming tours.
- Maintain detailed records of tour activities and performance metrics.
- Assist with passport and immigration issues.
- Assist customer with check-in and settle them into their accommodation.
- Use professional knowledge to answer questions from customer and to fulfil their expectations of the tour.
- Pre-plan tour commentary and Tour Information to ensure on board knowledge is given and provided to customer.
- Make sure all travel arrangements run according to plan and that accommodation, meals and service are satisfactory.
- Deal with emergencies, such as helping a customer who is ill or those needing to contact family members urgently.
- Advise about facilities, such as sights, restaurants and shops, at each destination.
- Working with the coach driver to resolve any issues which arise; this could be issues with hotels, rooms, seating or ticketing as well as other administrative duties.
Qualifications
- Proven experience in tour management or a related role within the tourism industry is preferred.
- A pleasant, outgoing and friendly manner with excellent people and verbal communication skills.
- Excellent communication skills in English.
- Ability to manage multiple projects simultaneously.
- Knowledge of safety regulations related to coach travel.
- Customer-focused mindset with problem-solving abilities.
- Flexibility to adapt to changing schedules and client needs.
- A supportive, tactful and approachable manner.
- Good listening and questioning skills.
- Good health and physical fitness in order to cope with the demands of the job.
- The capacity to make decisions quickly and change arrangements as required
- The ability to work well under pressure and cope with emergencies
- A flexible approach to work
- Energy, stamina and the enthusiasm to cope with different people's needs and demands over long, often irregular, working hours
- Health and safety awareness
The right candidate will have proven customer service skills, the ability to build quick rapport with team members and customers, excellent organisational skills and a passion for travel, creating amazing holidays and experiences for our customers.
This role gives the opportunity to travel widely, enjoy excellent hotels and have meals included.
On the job training will be provided and variation contracts can be discussed.
Once in post, you'll be expected to keep your knowledge up to date. This can include researching the culture and recreational activities of a particular area, so that you can accurately inform customer when accompanying tours.
If you are passionate about creating unforgettable travel experiences and leading a dynamic tour, we invite you to embark on this exciting journey with Middletons Tours and look forward to receiving your application.
We have both full time and casual (between 8 - 15 days a month) contracts available.
Pay: From £35,000.00 per year
Benefits:
- Company events
- Discounted or free food
- Employee discount
- Free parking
- On-site parking
Work Location: On the road
