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Location Base: Hybrid (office location is in Chiswick, London)

Reporting to: Operations Manager

Contract: Permanent

Being part of the Global Touring team offers the opportunity to inspire travelers through life-changing travel experiences. We have three dynamic brands – Topdeck Travel, Back-Roads Touring, and Grasshopper Adventures – each catering to different customer segments in unique ways. At Global Touring (GT), we enjoy meeting new people, experiencing other cultures, and embracing our differences. We are looking for someone who aligns with our vision and values. If this sounds like you, keep reading!

The Crew Liaison plays a crucial role in delivering the Global Touring experience, ensuring safety, smooth operations, and customer satisfaction. Reporting to the Operations Manager, this role involves leading our remote crew to achieve operational excellence and providing support during trips.

Key Responsibilities

1. Pre-Season Preparation
2. Oversee trip/tour preparation including crew uniform orders, logistics, resource planning, and updating trip notes.
3. Ensure all crew are briefed and onboarded before the season.
4. Support crew contracting and onboarding processes.
5. Create and maintain crew profiles, assigning crew in Travel Studio.
6. Assist with crew recruitment and training trips.
7. Collaborate on trip manuals to align with operational objectives.
8. Support brand strategies across tours.

1. In-Season Operations
2. Maintain and update the Crew SharePoint site for crew support.
3. Support crew communications and develop communication plans.
4. Handle tour administration and daily operations.
5. Communicate with the Product Team regarding on-tour issues.
6. Participate in on-call rota, handling emergencies outside office hours.

1. Incident, Crisis & Customer Management
2. Track incidents and reports, ensuring follow-up.
3. Participate in crisis management when needed.
4. Assist Customer Relations with complaints.

1. General Operations & Continuous Improvement
2. Contribute to team culture focused on quality and morale.
3. Support new systems and procedures to improve efficiency.
4. Participate in operational planning for excellence.

Required Experience & Skills

• Solutions-focused mindset to improve operations.
• Strong relationship and interpersonal skills.
• Crisis management experience; crew experience preferred.
• At least 2 years in travel, tour leading, or operations.
• Decisive with sound judgment and integrity.
• Excellent communication skills to convey company culture.

Key Attributes & Behaviours

• Knowledge of global destinations and extensive travel experience.
• Leadership and communication skills to motivate remote teams.
• Familiarity with HR practices and crew development.
• Customer-focused with a passion for travel.
• Highly organized with planning and problem-solving skills.
• Resilient under pressure, capable of managing conflicts and crises.
• Passion for exploring and sharing travel experiences.

Other Role Expectations:

• Answering calls outside office hours on a rotational basis.
• Restrictions on leave from May to September during peak seasons.

Global Touring Values

Our values guide everything we do. We encourage curiosity, transparency, accountability, and collaboration to achieve collective success. We value diverse perspectives and continuous growth, fostering an inclusive and dynamic environment.