Assistant Groups Manager - Regent Travel

The Assistant Groups Travel Manager supports the Groups Travel Manager in the coordination, administration, and delivery of Regent’s escorted tours programme. This role ensures smooth day-to-day operations, provides supervisory support to the team, assists with tour planning and customer service, and contributes to marketing, events, and product development to help drive sales and maintain high service standards.

Key Responsibilities

Department & Operations Support

*        Support the daily running of the Escorted Tours department to maintain efficient and high-quality operations, whilst ensuring Tours are profitable and depart at maximum capacity.

*        Assist with staff workload organisation, rota planning, and holiday management using internal systems.

*        Provide day-to-day support to team members, ensuring tasks are completed accurately and on time.

*        Help monitor workflow including payments, invoicing, booking forms, cancellations, and document preparation.

*        Assist in handling customer enquiries, complaints, and escalations professionally.

*        Support troubleshooting of system or equipment issues with suppliers or internal teams.

*        Monitor incoming call response times and customer service quality.

Emergency & Duty Support

*        Provide assistance as part of the department’s 24-hour emergency on-call rota.

*        Support the Manager in responding to incidents and following company procedures.

Tour Manager Coordination

*        Assist in allocating Tour Managers to tours using planning schedules and tools.

*        Help review Tour Manager itineraries, duties, schedules, and expenses.

*        Check compliance requirements including insurance and First Aid certification.

*        Support arranging replacements for Tour Managers where needed.

Tour Planning & Product Support

*        Assist with planning and maintaining the 18-month escorted tour programme.

*        Support research for new itineraries and improvements to existing tours.

*        Liaise with suppliers regarding logistics, timings, and arrangements.

*        Assist with contract preparation, rooming lists, transport plans, and payments.

*        Monitor passenger numbers and support promotional strategies.

Marketing & Sales Support

*        Support marketing activities to promote escorted tours.

*        Assist with brochures, mailings, promotional emails, and sales materials.

*        Support social media content scheduling and local advertising.

*        Update website tour pages and promotional banners.

*        Help monitor monthly marketing spend.

Consumer Events & Promotions

*        Support the planning and delivery of customer events such as coffee mornings and showcases.

*        Assist with venue booking, presentations, and event logistics.

*        Attend events to engage with customers and promote tours.

Client & Stakeholder Liaison

*        Act as an ambassador for the escorted tours brand.

*        Handle customer enquiries by phone, email, or in person.

*        Maintain strong relationships with retail teams, partners, and internal departments.

*        Attend pre-tour meetings and customer gatherings as required.

Administration & Documentation

*        Assist with preparing tour documentation including ticket packs and traveller notes.

*        Support accurate processing of bookings, payments, and invoices.

*        Maintain accurate tour files and records.

Private Group Tours Support

*        Assist in developing bespoke tours for private and special interest groups.

*        Support relationship building with community groups and organisations.

*        Help coordinate tailored itineraries and logistics.

Key Skills & Experience

*        Strong organisational and administrative skills.

*        Ability to support and guide team members.

*        Experience in travel, tours, or customer service (preferred).

*        Excellent communication and interpersonal abilities.

*        Ability to manage multiple tasks and deadlines.

*        Good commercial awareness and understanding of marketing.

*        Confidence in problem-solving and handling customer challenges.

*        Willingness to assist with emergency support when required.

Key Performance Indicators (KPIs)

*        Smooth running of departmental operations.

*        Accuracy and timeliness of administrative tasks.

*        Customer satisfaction and feedback.

*        Contribution to sales growth and tour profitability.

*        Effective support of events and marketing campaigns.

*        Quality and accuracy of tour documentation.

*        Positive stakeholder relationships.

Our Values

Our SMILE values are embedded into our company and ensure our teams work strongly together. You and all of our colleagues will ensure that these are demonstrated at all times.

Supportive

Motivational

Innovative

Loyal

Excellent

Working with us

Whichever location or department you work in, our people are always at the heart of everything we do. We offer a range of training programmes to help you progress personally and professionally, as we know the benefits of promoting and rewarding our hardworking colleagues are extremely important.

We are committed to safeguarding and promoting the welfare of all colleagues. As an accredited employer provider of apprenticeships, we undertake basic checks through the Disclosure and Barring Service (DBS) to ensure the safety of our apprentices for relevant roles.