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Job Description

Tour Manager

Salary – TBC

Position– Full Time

Based In – Australia

About Imagine Holidays

Started trading in the UK in 2011, founded by experienced travel entrepreneur and CEO Robin Deller along with co-founder Natalie Maye. Imagine Holidays are experts in creating Cruise and Stay Holidays and are now selling over 50,000 holidays a year with turnover in excess of £140m with industry beating margin and profit metrics.

Our Head Office is in the UK with a team of 135 and we are now trading in Cape Town, South Africa and Australia (Total employees: 250)

In 2015 Dnata Travel, a division of the Emirates Group, took a 51% stake in Imagine Holidays and we have a confident 5-year growth plan.

Job Purpose

As a Tour Manager the successful candidate will ensure all ground services are managed efficiently and to a high standard, in accordance with our SOPs, in order to consistently exceed customer expectations. Getting the best out of our local suppliers and partners is crucial. You will ensure all suppliers have clear expectations and support in delivering Imagine services. Always maintain a strong focus on the customer journey and he retention of all Imagine customers.

Typical activities 

  • Planning and managing ground services with ground and cruise suppliers in accordance with the company SOPs
  • Work closely with key stakeholders to ensure they are maintaining a consistent level of ser-vice and deliver in line with CSQ targets.
  • Constantly feedback to IC office for product development
  • Consistent communication and reporting to UK Operations Department / Head of Operations
  • Travelling to Australian and International southern hemisphere destinations to manage local operations
  • Resolving issues and complaints in resort, working with our ground handlers to ensure the issue does not become a post-travel complaint
  • Manage local emergency situations and maintain correct reporting procedure.
  • Ensure properties and services used by Imagine suppliers match Imagine expectations, health and safety standards and SLA/SOPs
  • Improve Customer service questionnaire scores across destinations you have responsibility for.
  • Work within the agreed budget and position cost saving and/or value gain strategies from your regions. This will include the future roll out of in resort income generation.
  • Ensure smooth running of key events and departures as agreed with line manager.

Essential Skill set required

  • The ability to work with key suppliers, this may be involving insisting suppliers change their working structures and manners.
  • An independent worker, able think for themselves and make sound judgement calls.
  • A natural forward planner who critically assesses own performance
  • Good presentation skills
  • The ability to be flexible, decisive and quick thinking
  • The ability to handle complaints and difficult situations in a patient, calm and effective way
  • Reliable, tolerant, and determined
  • Keen for new experience, responsibility and accountability
  • Able to work extended hours on occasions when required
  • An ability to work to deadlines
  • Excellent organisational skills
  • Experience dealing with customer complaints.
  • Must be adept in use of MS Office 2000 or later, particularly Excel
  • Must be able to travel overseas regularly.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. But, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.