Program Services Manager (Tour Leader Manager)

Job Overview

Grand Circle Corporation is in business to change the lives of our travelers, employees, and communities in which we work and travel. We’re the largest U.S. direct marketer of international travel, adventure and discovery for North Americans aged 50-plus and have served 1 million travelers since 1958.

Responsibilities

• Recruiting and training Trip Leaders for the UK programs
• Building and scheduling a high-performing Trip Leader team that exemplifies the company’s culture, values, and team spirit
• Leading Trip Leader performance management to ensure adherence to company guidelines and achievement of service excellence goals
• Coaching Trip Leaders to deliver quality service and exceed traveller expectations
• Managing relationships with Trip Leaders and vendors
• Evaluating and addressing quality issues identified through traveller and Trip Leader feedback
• Willingness to work on the road and, when required, travel with Trip Leaders and groups in a training/coaching capacity
• Engaging with travellers on tour and on the ship to support Trip Leaders and gather real-time feedback
• Supporting the operational delivery of tours as required, including service bookings, vendor liaison, contracting services, and organising deviations
• Reporting KPIs to head office

This role would suit a proactive self-starter who:

• is driven by excellence
• love to learn and enjoys a fast-paced environment with changing priorities
• obtains job satisfaction by being the foundation and support for a team of trip leaders
• enjoys working as part of a dedicated, driven team with shared goals, prioritizing interpersonal and communication skills
• possesses strong training and coaching skills, with a desire to drive performance
• thrives on problem-solving and thinking outside the box
• is fluent in written and spoken English
• has proficiency in Microsoft Word and Excel

What we offer:

• Unique Corporate Culture with strong vision and values (Our Values)
• Competitive salary package
• 20 vacation days per year, plus bank holidays + 3 personal days
• Reimbursement of public transport with yearly max cap
• Personal and Professional Growth allowance
• Preventative health allowance
• We value diversity and encourage employees to be themselves
• Women oriented company
• Working as part of an international team (exposure to colleagues in worldwide offices)

*All benefits are applicable at company discretion

Typical office hours are 9am–5pm (Mon–Thurs in Glasgow, with the option to work from home on Fridays. During the operational season (Apr–Nov), additional hours may be required)