Key Purpose of the Role
To ensure the smooth running from beginning to end of holidays and events provided by Cultural Breaks displaying a cheerful and enthusiastic manner in this demanding and varied but rewarding role.
Key Activities
- Upon receipt of your itinerary/tour manager information, read thoroughly and query anything you are not clear about with your Cultural Breaks contact. Your Cultural Breaks contact is the writer of the itinerary/tour manager’s information. Their name and mobile is shown on your info sheet.
- Wear the name badge supplied at all times when escorting Cultural Breaks holidays and events.
- At the Initial meeting point, give the driver a list of members and tell him to check the cases as loaded onto the coach so we can assure members their cases are on board.
- Welcome everyone as they arrive at the initial meeting place and tick their name on the list. Ensure no one leaves anything behind before boarding. Once onboard, introduce the coach driver to members.
- Phone hotel and each venue the day before the visit to check everything is in place and that there have been no last-minute changes.
- Attend to hotel check-in ensuring correct rooms are allocated as on the rooming list. Arrange alternative room in same price band/at no additional cost for anyone not happy with theirs. Suggest meeting earlier for pre-dinner social drink if wanted.
- Obtain a list of the rooms that our members have been allocated at check-in.
- Escort members throughout the trip, including in the hotel, being available to assist at all reasonable times.
- Check meals are up to standard with table service or assisted buffet as on your information sheet. Discuss problems quietly and discreetly with hotel manager and report by phone to your Cultural Breaks contact immediately so that this can be rectified promptly. Collect wine dockets each night at dinner.
- Always check with restaurant prior to meals to ensure tables are not twos or fours as members prefer larger tables. (Fours can be got away with but not twos.)
- Promote Cultural Breaks holidays, distributing brochures for up-coming holidays during your trip.
- Do not talk negatively with members about other members, management, staff, or your remuneration.
- If National Trust or English Heritage property, collect membership cards on the coach before arrival at the property to avoid queueing at reception. Return them to the relevant members afterwards.
- Give members 10 mins notice of leaving venues (particularly if timing is tight) to avoid queues for the toilets at departure time.
- Always phone ahead to lunch venues if running late.
- Ensure the wellbeing of members, providing practical help and information throughout the trip. This does not extend to pushing wheelchairs or providing physical support.
- If any members ask for personal assistance with their disability, remind them that our booking form states we do not provide staff to push wheelchairs or to give physical support and we cannot accept future bookings unless it includes a carer to accompany them. Report the member concerned to us.
- Adhere to the procedure stated on the Incident/Injury Report Form. In cases of severe illness, injury or death, immediately contact their next of kin and your Cultural Breaks contact.
- Should any part of an excursion not be available due to bad weather or unforeseen circumstances or cannot be included for any reason, find an alternative. If additional cost, phone us for authorisation.
- If you feel the amount of walking shown on the itinerary will be too much for our elderly members, discuss possible closer drop-off points with the driver and alter the plan to suit.
- On venue visits, phone ahead with numbers, particularly if paying on the day as changes are frequent. Obtain a receipt if paying on the day or if asked to do so on itinerary/info sheet for prepaid visits.
- During hotel stays, if a member does not show up for excursion without previously telling you that they are opting out, phone their room to ask if they are all right. If no response, ask the hotel manager to check. If missing wait 15 minutes before leaving unless going to a theatre or venue with timed admission.
- If missing for a prolonged period without saying where they ae going, contact their next of kin for advice. It is only necessary to report to the local police if next of kin says this person is at risk (in which case they should have been accompanied by a carer).
- Obtain a VAT receipt when paying at restaurants, venues, etc. If supplier not VAT registered ask for an alternative receipt/confirmation of payment. These documents are obligatory for accounting purposes.
- On last day if running late, phone the car company as soon as possible to avoid waiting time charges.
- Ask members to make sure they check the boot of the car they are travelling home in, to ensure the right case is going with them.
- At the end of each holiday, remain until the last person has been collected by door-to-door car before departing yourself.
Skills & Knowledge
- Having a calm focused manner.
- The ability to cope well in unexpected situations.
- Having the capacity to absorb and use information.
- The ability to make decisions.
- Being flexible and adaptive.
- The ability to think spontaneously and improvise.
- Experience with managing group travel.
Job Type: Freelance
Pay: £100.00-£125.00 per day
Work Location: In person
