Groups Travel Manager – Regent Travel

The Manager of the Escorted Tours Department is responsible for the overall planning, coordination, and delivery of a high-quality escorted tours programme. This role ensures the smooth day-to-day operation of the department, effective staff management, strong customer and supplier relationships, and the successful promotion and growth of escorted tour sales and profitability.

Key Responsibilities

 Department & Operations Management

• Oversee the daily operations of the Regent Tours department, ensuring efficiency and high service standards, whilst also ensuring  Tours are profitability and depart at maximum capacity.

• Manage staff rotas, holidays, and workload allocation using internal systems (e.g. Core HR, Google, office diary)

• Manage, support and guide team members to ensure they are effective within their roles, ensuring tasks are completed accurately and on time and targets are achieved.

• Monitor office workflow including:

• Balances due and payment tracking

• Invoicing, booking forms, and cancellations

• Customer documentation preparation

• Tour master file updates and reporting

• Ensure prompt handling of customer calls, complaints, and escalations

• Troubleshoot system and equipment issues, liaising with suppliers for swift resolution

• Maintain oversight of incoming call response times and service quality

 Emergency & Duty Management

• Provide 24-hour emergency on-call support while tours are in operation
• Respond to incidents and ensure appropriate action is taken in line with company procedures

Tour Manager Coordination

• Allocate Tour Managers to tours using programme planning tools

• Review and manage:

• Duties and schedules

• Rota planning and approve any expenses

• Compliance (insurance, First Aid, liability cover)

• Arrange replacements where necessary to ensure uninterrupted tour delivery

 Tour Planning & Product Development

• Plan and manage an 18-month rolling escorted tours programme that provide value for money, whilst achieving a strong profit margin.

• Research and develop new itineraries while maintaining successful repeat tours

• Liaise with suppliers including tour operators, hotels, venues, and transport providers

• Negotiate and manage contracts

• Finalise tour logistics including:

• Rooming lists

• Transport plans

• Itinerary timings

• Payments

• Monitor passenger numbers to assess tour viability, profitability and implement promotional strategies

 Marketing & Sales Development

• Develop and implement strategies to promote escorted tours and drive sales growth

• Oversee creation and distribution of:

• Tour brochures and sales materials

• Quarterly programme mailings

• Promotional letters and e-shots

• Social media content (e.g. Facebook scheduling)

• Local press and magazine advertising

• Coordinate events and campaigns to increase brand awareness

• Manage website content and promotional banners

• Control and monitor the department’s monthly marketing budget

Consumer Events & Promotions

• Plan and deliver customer events such as coffee mornings, afternoon teas, and evening showcases
• Source venues and manage event logistics and budgets
• Prepare presentations and promotional materials
• Coordinate staff and ensure smooth event delivery
• Engage with customers directly to promote escorted tours

Client & Stakeholder Liaison

• Act as a key ambassador for the escorted tours brand

• Respond to customer enquiries via phone, email, and in person

• Maintain strong relationships with:

• Retail teams to ensure effective communication and sales support

• External branches and partners to promote the tours programme

• Head office departments including purchasing, accounts payable, and supplier setup

• Attend pre-tour meetings and customer events

Administration & Documentation

• Oversee preparation of all tour documentation, including:

• Traveller notes and ticket packs

• Driver and Tour Manager briefings

• Invoices and booking confirmations

• Ensure accurate processing of bookings and payments

Private Group Tours

• Develop and manage bespoke tours for private and special interest groups
• Build relationships with social and community groups to generate new business
• Plan and deliver tailored tour experiences to meet client requirements

 Key Skills & Experience

• Strong leadership and team management skills
• Excellent organisational and planning abilities
• Experience in travel, tours, or group operations (preferred)
• Strong communication and customer service skills
• Ability to manage multiple projects and deadlines
• Commercial awareness and marketing understanding
• Problem-solving skills and ability to handle emergencies calmly

Key Performance Indicators (KPIs)

• Growth in escorted tour sales and profitability
• Customer satisfaction and feedback
• Customer retention
• New Customer Acquisition
• Efficiency of departmental operations
• Successful delivery of tours and events
• Staff performance and development

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.

Of course, it's not all about work. We’re very sociable and there are always lots of team nights-out and company parties. Plus, there are opportunities to travel abroad on educational trips, and you can also take advantage of our colleague discount when booking your own holidays.

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.