Position description :
Topdeck has always had a strong focus on providing high-quality trips for our passengers. A Trip Leader Liaison ensures that Trip Leaders have the most relevant information and support to carry out their roles in a very professional manner.
This is achieved by providing a high standard of briefing / debriefing, providing up-to-date information and materials and performing relevant administrative tasks while growing their knowledge of the offered product.
The Trip Leader Liaison is also involved in helping develop Trip Leaders under the guidance of the Trip Leader Manager. They are the first point of contact in case of any issues and emergencies arising on the road and play an important role in assisting in crisis management.
By virtue of being the direct link between on-road Crew and office operations, the Trip Leader Liaison can also assist in developing and improving the product by liaising with relevant departments.
To achieve these objectives, duties include, but are not limited to the following aims and responsibilities :
Key responsibilities :
Ensure all Trip Leaders are briefed and debriefed in full from their trips and given the relevant documentation.
Maintain scheduling of briefs and debriefs.
Maintain and update Trip Leader information files, including passport, visa and insurance records.
Assist in booking all trip-related Trip Leader flights and maintain a record of those flights.
Issue Trip Leaders with iPhones and uniforms and assist in ordering the correct uniforms.
Liaise with the Trip Leader Manager to ensure all information and associated paperwork relevant to operating our trips are kept up to date.
Maintain communication with Trip Leaders to ensure they are kept abreast of new developments and requirements, both at the start of each season and throughout the year.
Alongside the Trip Leader Manager ensure that all Trip Leaders are developed to ensure :
Longevity of Trip Leaders; and Growth of Trip Leaders within the business.
Assist the Trip Leader Manager in overseeing the performance of Trip Leaders by collating and analysing their on-road feedback and helping them achieve their objectives by maintaining their Crew Development Profiles.
Discuss any negative feedback relating to Trip Leader performance with the Trip Leader Manager.
Ensure that all Trip Leaders submit passengers’ emergency contact and passport details within 24 hours after the start of a trip or sector.
Share the 24-hour Operations phone with the other Trip Leader Liaisons and the Trip Leader Manager to ensure that there is a constant emergency contact for our road Crew.
Deal directly with incidents arising during the operation of trips and use own judgement and provided training to escalate serious events to the Crisis Management Team.
Continually develop in the area of crisis management and stay informed of all relevant procedures.
Inform the Product Manager or any other relevant department of any problems that come to their attention with accommodation, suppliers or any other aspect of the trip.
Based on incoming feedback, inform the Product Manager or any other relevant department of any improvements that can be made to current itineraries or potential for new ones.