River Cruise- Tour Manager- Lisbon

Tour Manager- Lisbon based

Reports to: Rivers Crewing Manager

Saga is Britain’s most experienced specialist Cruise Operator exclusively for holidaymakers who are aged 50 years and over. Saga Cruises comprises Ocean Cruising, with two purpose-built ocean cruise ships, and River Cruising, with three purpose-built river cruise ships and further itineraries available on charter ships. We provide a boutique experience on board all our vessels where it is our mission to exceed guest expectations and provide Exceptional Experiences Every Day.
Our employees will be able to provide an excellent level of service and able to gain guest confidence through knowledge and a genuine concern for their wellbeing and enjoyment of their holiday.
Tour Managers are responsible for the smooth running of our operations, ensuring that our guests have an enjoyable and hassle-free holiday. Tour Managers must possess a professional approach to maintain and reflect a high standard of service and customer care as set out by the Company and will comply with and implement procedures as laid down by Head Office and the Operational Manual.
Your prime duty is one of customer care. It is implicit throughout your employment that you will act honestly and in good faith at all times, in the interest of the Company, both in taking care of and caring for its customers. It is important that the Tour Manager establishes a good working relationship with our suppliers, such as the captain, hotel manager, ship staff, as well as liaising closely with various departments at Saga Head Office.
Your role as our Tour Manager is to enhance the holiday experience by providing a unique and exclusive guest service, ensuring all guests have a truly memorable holiday.

MAIN DUTIES & RESPONSIBILTIES include, but are not limited to, the following:
• Conduct necessary pre departure preparation - research the itinerary in depth and provide necessary documentation prior to guest’s arrival. Ensure a social atmosphere throughout the holiday, where all Saga guests are encouraged to be involved.
• To deliver the advertised itinerary ensuring guests experience local culture
• To host Saga guests during mealtimes, creating social dining experiences
• To offer a personalised concierge service to Saga guests – using your expert knowledge
• Ensure that the itinerary runs as advertised in the brochure and passenger itinerary and to advise Saga of any discrepancies
• Handle any Saga guest complaints effectively through until resolution
• Record all quality issues during the Tour. Liaise with Saga suppliers as necessary and follow up until resolved satisfactorily.
• Provide detailed written reports in response to any incidents
• Take action to address all guest complaints, resolving them whilst on tour
• Provide full support with guest illness, accident, death, repatriation and liaise with the insurance company and Saga as necessary
• All guides, venues, accommodation and other services to be reconfirmed
• Any additional material which is felt will enhance the guest experience should be prepared
• Ensure all hotels are ready for our guests’ arrival – including specific guest requests
• Meet and greet guests at airport arrivals and departures – where required. Ensure Saga guests receive a seamless welcome to each hotel with all luggage portered to their rooms in a timely manner, likewise ensure that guests’ departure from each hotel runs smoothly
• Organise, host and encourage attendance to the welcome event at the start of each tour
• Prepare and deliver a comprehensive welcome meeting ensuring that all important information is covered
• Achieve optional excursion sales in line with service targets detailed in the TMOI
• Lead an orientation walk of the local area at each hotel
• Complete the Coach Safety Checklist for each coach journey
• Ensure the microphone on the coach can be clearly heard Enforce non-smoking policy and seat rotation on board the coach
• Maintain strong relationships with all Saga suppliers to ensure good service levels are maintained
• Guide excursions where necessary, ensuring the commentary is clear and well researched. Ensure all guests are gathered before starting commentary and assist guests using our VOX headset facility
• Ensure the ‘Saga’ coach sign is present at the front of the vehicle throughout the tour
• Organise and be present at evening activities
• Ensure Saga branding is up-to-date at all times
• To ensure Saga receive your invoice and supporting items no later that 5 days after the contract has ended
• Actively promote our ‘Holiday Sales in Resort’ initiative.
• Organise, host and encourage attendance to the farewell event at the end of each tour

SKILLS REQUIRED:

• Ability to work on own initiative and as a member of a team
• Customer service experience
• Strong decision-making skills
• Ability to liaise with suppliers
• Flexible approach to work
• Excellent communication skills
• Outgoing, sociable personality
• Excellent report writing skills
• Problem-solving skills
• Excellent social skills
• Presenting skills
• Good understanding of European languages
• Previous work as a Tour Manager or related profession
• Knowledge of European cities
• Education and Qualifications; Education is important, but so is experience! We welcome applications from all ages who may have long left education but have transferrable job skills. Due to the nature of the role, a reasonable level of maths and IT is required and will be assessed.

The duties listed are not exhaustive. Additional hours of work may be required, as determined by the needs of the business.