Crew Liaison

Brand: Global Touring (Topdeck, Back-Roads & Grasshopper Adventures)

Position: Crew Liaison

Location Base: Hybrid (office location is in Chiswick, London)

Reporting to: Operations Manager

Contract: Permanent

Being a part of the Global Touring team means you will have the opportunity to inspire travellers through life changing travel experiences. We have three dynamic brands – Topdeck Travel, Back-Roads Touring & Grasshopper Adventures – and each cater to different customer segments in unique ways. At Global Touring (GT), we enjoy meeting new people, experiencing other cultures and embracing our differences.

We are looking for someone to join the team that aligns perfectly with our organisation vision and values... if this sounds like you then keep reading!

The Crew Liaison is crucial in assisting with the delivery on the Global Touring vision of the best Global Touring experience every time, for everyone. Reporting into the Operations Manager, this role assists with leading our remote working crew to achieve operational excellence. This role has an overall responsibility to ensure our customers have a safe, smooth and enjoyable experience.

Key Responsibilities

Pre-Season Preparation

• Oversee all aspects of trip/tour preparation to ensure readiness for the operating season. This includes crew uniform orders, start-of-season logistics, crew resource planning, and updating trip notes.

• Ensure all returning crew are fully briefed and up to date with any changes ahead of the season.

• Support the crew contracting process to ensure all team members are fully contracted and onboarded before the season starts.

• Create and maintain crew profiles and assign crew to trips in Travel Studio, ensuring all data is accurate and up to date prior to departure.

• Assist with crew recruitment and coordinate the delivery of training trips.

• Collaborate with the Operations Team to produce and maintain trip/tour manuals that align operational objectives with master itineraries.

• Assist in executing brand strategies across tour operations.

In-Season Operations

• Maintain and regularly update the Crew SharePoint site to provide accurate information and support for crew during trip operations.

• Support ongoing crew communications, including contributing to the development of a communication plan and calendar to keep teams informed and engaged.

• Support general tour administration and day-to-day operations to ensure the successful delivery of trips and tours.

• Provide timely communication to the Product Team regarding any on-tour supplier issues and assist in resolving them.

• Participate in the on-call operations phone rota, including handling emergency calls and operational issues outside of office hours.

Incident, Crisis & Customer Management

• Manage and track all incidents and trip/tour reports, ensuring follow-up actions are taken where required.

• Be an active member of the crisis management team when a crisis arises.

• Assist the Customer Relations team with investigating and responding to customer complaints.

General Operations & Continuous Improvement

• Contribute to a strong Operations Team culture focused on quality, brand consistency, and crew morale.

• Support the rollout and integration of new systems, tools, and procedures to improve operational efficiency and delivery.

• Take part in strategic and day-to-day operational planning to ensure Global Touring achieves consistent operational excellence.

Required Experience & Skills

• A solutions-focused mindset with a drive to enhance operational efficiency within Global Touring operations.

• Strong relationship management and interpersonal skills.

• Experience in crisis management; on-ground crew experience is highly desirable.

• Travel experience desirable, but not essential

• Confident decision-maker with sound judgment and high integrity.

• Strong communication skills to clearly convey company culture and values to crew.

Key Attributes & Behaviours

• Destination knowledge – Strong understanding of the geographical, cultural, and historical aspects of Global Touring destinations; extensive travel experience is essential.

• Leadership & communication – Ability to inspire and motivate teams, especially remote workers. Clear in setting…