ELEMENT

PERFORMANCE CRITERIA

1

Manage touring arrangements.

1.1

Manage all tour logistics taking a holistic approach to the whole touring program at all times.

1.2

Conduct touring program according to the prearranged touring itinerary.

1.3

Make forward reconfirmations and bookings progressively throughout the program.

1.4

Reconfirm or arrange operational details progressively throughout the program.

1.5

Reorganise and adjust touring arrangements when required within the scope of individual responsibility.

1.6

Make major adjustments within budget according to controlling office guidelines.

1.7

Make adjustments to touring arrangements in the context of the whole program.

1.8

Maintain ongoing contact with controlling office and forward suppliers as required.

2

Liaise and negotiate with others.

2.1

Maximise operational efficiency and customer service levels by effective liaison and negotiation with all those contributing to the operation of the program.

2.2

Conduct negotiations in a businesslike and professional manner within the relevant cultural context.

2.3

Conduct negotiations in the context of the entire touring program.

2.4

Conduct negotiations to take account of the overall relationship between the organisation and the other stakeholders.

2.5

Select communication and negotiation style appropriate to the circumstance.

2.6

Use negotiation and communication techniques to maximise the chances of an acceptable outcome for all parties.

2.7

Note and confirm accurately in writing all agreements as required by specific circumstances.

2.8

Provide relevant information to the controlling office promptly and as required by organisation guidelines.

3

Develop and maintain group rapport.

3.1

Develop and maintain a team spirit for the duration of the program.

3.2

Gain the trust and confidence of the group through the demonstration of professional competence and integrity and ensure customer satisfaction with the touring program.

3.3

Use leadership and communication skills to foster group cohesion.

3.4

Encourage customer participation and group interaction.

3.5

Identify and assess potential conflict within the group promptly and should conflict arise, take appropriate action to assist resolution.

4

Solve problems that arise on tour.

4.1

Identify and consider problems promptly from both an operational and customer service perspective in the context of the entire touring program.

4.2

Initiate short-term action to resolve the immediate problem where appropriate.

4.3

Analyse problems for any long-term commercial impact and assess and action solutions.

4.4

Present a positive image of the organisation and its contracted suppliers at all times.

4.5

Take responsibility for resolving the problem within the scope of individual authority and to ensure customer satisfaction.

4.6

Consult the controlling office when required and appropriate to resolve problems outside scope of guidelines and responsibility.

4.7

Take appropriate follow-up action to monitor the effectiveness of chosen solutions.