Search Jobs

Guest Support Team Manager

Travel Corporation UK/Europe
London, England


Key Responsibilities

  • Allocate daily tasks to team, monitor workload, and manage roster and annual leave.
  • Support EGS & Guest Support General Manager in recruitment of seasonal team members.
  • Plan, produce and ensure a thorough induction and training is delivered to new team members.
  • Conduct regular catch ups with the team and ensure on-going development and training needs are met.
  • Conduct recorded conversations and complete action plans with underperforming team members.
  • Assess Specific Requirement requests and liaise with relevant departments.
  • Contribute to the annual review of documents and manuals, identifying any areas that require updating or improving.
  • Keep a record of all on road incidents and provide relevant reports.
  • Find suitable solutions for guests experiencing medical emergencies or incidents during their trip.
  • Deal with escalated complaints and be willing to take decisions in accordance with company policies and procedures, considering compensation and liaising with Guest Relations as required.
  • Support on road teams in dealing with challenging situations.
  • Undertake share of team workload as required.
  • Ensure concise records are kept and ensure compliance with GDPR.
  • Collaborate with EGS Team Managers to support one another and provide cover.
  • Be part of the Crisis Response team
  • Cover the emergency out of hours phone on a roster basis between the hours of 5.30pm to 7am, and assist in the event of an emergency.


  • Strong organisation and time management skills
  • A keen eye for detail.
  • Innovative and solution focussed.
  • Outstanding communication skills.
  • Confident in delivering training.
  • Patient and empathetic.
  • A passion for customer service.
  • Always willing to learn and grow.


  • Experience in a manager or team leader role.
  • Tour operator, Travel agency, Airline, Cruise or Hospitality industry preferred but not essential.
  • Personal overseas travel experience.