Tour Logistics Manager
Vacations By Rail
May 2022
The Tour Logistics Manager is responsible for the day-to-day operations of VBR's escorted product within North America. S/he ensures the tour will be delivered to VBR's standard in an accurate, timely and efficient manner.
Responsibilities
- Manage overall communications and maintain relationships with contracted tour suppliers
- Create and maintain technical itineraries and other related documents for tour managers and coach drivers
- Create and maintain customer itineraries
- Communicate clearly and accurately all trip logistics and needs via email, teleconferencing and phone with suppliers and tour managers as required
- Provide rooming list and sales updates to suppliers as required
- Maintain strict adherence to internal and program deadlines
- Monitor and action payment, cancellation, and attrition dates - liaise with Finance as required
- Ensure deposits paid and TM expense reports created and actioned
- Collaborate with Product with any operational issues
- Coordinate with local operators regarding guest counts, logistics coordination, extra arrangements, special considerations, trip details, etc., for an assigned group of itineraries to ensure seamless operation of trips
- Prepare documentation for customer travel documents and internal documents
- Manage product inventory
- Formulate and distribute tour manager expense templates
- Conduct tour briefings with tour managers prior to tour start date
- Collaborate on CSQ reviews and TM feedback
- Provide support to the Tour Operations Manager and tour managers when on-the-road issues arise
- Collaborate and work with cross-functional partners in Sales, Systems, Marketing, Product and Operations teams in the US & UK to identify and implement solutions to customer and/or operational issues
- Assist with the implementation of new processes and procedures and identify new opportunities to streamline existing ones
- Optimize operational processes to ensure maximum efficiency while maintaining quality standards
- Research customer services issues with suppliers and vendors
- Ensure all tasks and responsibilities are prioritized and handled in a timely and professional manner. Anticipate problems and ask probing questions in order to respond effectively
Qualifications
- Minimum 5 years of professional work experience in operations or logistics within the travel industry
- Computer literate with strong proficiency in Microsoft Office and Excel
- Exceptional attention to detail
- Strong problem-solving and time management skills
- Self-starter with hands-on approach and demonstrated ability to work efficiently
- Strong communication skills (verbal and written)