Elements and Performance Criteria
- Plan tour delivery logistics.
- Brief and assist customers.
- Liaise with industry colleagues.
- Liaise with industry colleagues to achieve smooth tour operation.
- Action requests from industry colleagues promptly and willingly wherever possible and request assistance when required.
- Make agreements about individual and joint responsibilities during tour.
- Make forward reconfirmations and bookings in a timely manner.
- Interpret documentation from other organisations and apply appropriately.
- Manage the itinerary.
- Conduct tour to schedule and include all features in itinerary.
- Advise customers courteously and sensitively about unavoidable changes.
- Re-plan itinerary when necessary to ensure purchased inclusions or their equivalent are delivered and disruption to customers is minimised.
- Advise industry colleagues and suppliers affected by changes according to organisational procedures.
- Maintain contact with those fixing the problem when itinerary delays and changes occur, and use negotiation techniques to minimise time delay and negative impact on customers.
- Keep customers informed of reasons for changes and actions taken.
- Deal with unexpected events.
- Debrief tour.