New Position: Operations Manager Touring – Nashville

Division: Touring

Job type: Operations Manager Touring

Location: Nashville, Tennessee

At TAG, our company values matter. Each member of our staff should exemplify Teamwork, an Ambitious spirit and a Genuine attitude.
 
It is important that you have passion for the job you do, as well as a drive to want to do better. In return, TAG will support your growth and development, as well as offer opportunities to progress or maybe even change tack!

The Why  

At TAG, our company values matter. We appreciate our staff working as a Team, having Ambition and beingGenuine.  You will have a passion for the job you do, as well as a drive to want to do better—in return, TAG will support your growth and development, as well as offer opportunities to progress or maybe even change tack!  

The What  

As an Operations Manager Touring – Nashville, you will have a diverse and varied role. Here are just some of the things you’ll be getting involved with:  

With support and advice from other colleagues e.g. HR, Finance and US Management Team, responsible for managing the full range of people issues for those in assigned team. The people issues include, but are not limited to:

  • Recruitment and selection
  • Onboarding and induction
  • Performance management, including confirmation of position meetings and reviews, objective setting, appraisal, performance improvement, identifying outstanding performers, managing underperforming employees
  • Managing the attainment and maintenance of high standards of work
  • Recommendations for salary reviews and bonus
  • Recommendations for promotion
  • Professional and personal development, including identifying specific training needs and sourcing learning interventions to close the gaps
  • Continuous improvement in motivation and levels of employee engagement
  • Managing leavers to maintain high levels of service delivery to internal and external customers
  • Timely and accurate record keeping on all people issues
  • Ensure that all team members develop and maintain beneficial working relationships with key suppliers and clients, ensure individual client or supplier programs and commercial agreements are supported and adhered to.
  • Participate in office-based and off-site client or supplier meetings including presentations, networking events, site visits and functions, with any related activities carried out and followed up as necessary.
  • Build positive team environment by ensuring fair distribution of tours and workloads within the team and managing all employees to effectively fulfil their job roles
  • Proactively seek ways to improve functionality of assigned team within Touring department team and suggest ideas for improved practices companywide
  • Work with Touring Senior Management to implement and monitor company and departmental objectives and strategy
  • Lead by example by always showing professionalism and promoting positive working relationships with all levels of employees across the Touring team and other TAG groups and departments
  • Monitor bookings and ensure all team members are utilizing all TAG systems to the full potential
  • Bring to the immediate attention of Group Touring Director any areas of concern or potential problems and ensure departmental compliance to all divisional and Group policy, procedures and practices
  • Focus on increasing profit margins for assigned territory
  • Work closely with Tour Supervisors to ensure the maximum productivity levels and adherence TAG policies and procedures
  • Adhere to PCI regulations in accordance with Company policy
  • Manage key client accounts, when necessary
  • Ensure that the office is kept up to the TAG high standard
  • Process any administrative tasks/queries including accounting queries, promptly and accurately
  • Maintain up to date knowledge and understanding of industry conditions relevant to the respective function. Act on any significant developments and opportunities or threats accordingly
  • Demonstrate and reiterate the importance of attention to detail so that errors in assigned team are reduced and kept to a minimum
  • Run booking checks in the GDS systems to ensure no potential lost profit
  • Run checks in TAG desktop to ensure TAG PSP program is supported
  • Monitor incoming client requests to ensure the team delivers timely and effective responses
  • Promote all potential new business leads to other global offices
  • Continue to strengthen client and supplier relations ensuring regular contact regarding service levels
  • Work with Commercial Team to assist in seeking new potential clients
  • Positively promote TAG to assist with future growth and development of the business
  • Perform other duties as assigned

The How  

To be successful at TAG is as much about mindset and attitude as it is about skill set and qualifications. We’re a team who share the same desire and passion to go above and beyond for each and every client. We revel in making the seemingly impossible possible, always rising to the challenge with ambition and a genuine, open attitude.  

We work flexibly to accommodate our TAG team colleagues, meaning on occasion there could be requirements outside of office hours to manage time zones and other work commitments. As an Operations Manager Touring – Nashville, there are several credentials and attributes which would be advantageous, but a determined attitude and willingness to learn, are equally important. 

  • BS or BA degree in Business Management/Administration or related field (preferred) or in lieu of education credentials, equivalent combination of education and directly related experience
  • 5+ years of relevant experience within a travel agency
  • 2 years of experience in a management capacity (5 years preferred)
  • Strong knowledge and understanding of airfares, contracted fares, ticketing and reissues
  • GDS experience (preferred)
  • Versed in booking flights, hotels and good understanding of published airfares (preferred)
  • Experience handling VIP clients, touring, and/or group travel (preferred)
  • Ability to problem solve unconventional and common issues and to promote and enforce safe work practices
  • Ability to delegate and make effective decisions at the right time
  • Excellent listening and communication skills
  • Leadership and conflict resolution skills with desire to lead by example
  • Strong knowledge of Microsoft Suite
  • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
  • Knowledge of labor laws and ability to recognize applicability of the laws in day-to-day management of the team
  • Excellent project management, organizational and time-management skills and attention to detail
  • Emotional intelligence and resilience
  • Ability to visualize organizational strategy and set clear attainable goals for the team
  • Excellent customer service and negotiation skills

The Where and When 

This is a full-time role (40 hours per week) based in our Nashville office. Since March 2020, we have operated a flexible, hybrid approach to working and will continue to do this moving forward. We will work with you to find the best mix of office and home working that suits your life and the needs of the team.  

The Important Bit  

As passionate as you may be about changing the face of travel, let’s be honest – you're not doing this for free. So, here’s our promise to you: 

  • Competitive salary DOE
  • Wellness/EAP programme
  • Employee discounts
  • 401(k)
  • AD&D insurance
  • Dental insurance 
  • Vision insurance
  • Health insurance 
  • Employee assistance
  • Life insurance
  • Paid time off
  • Parental leave 
  • Flexible spending account
  • Professional development assistance
  • Retirement plan

We are also committed to offering an equal opportunity for all employees and applicants.

How to Apply 

We want to know a bit about you. Send a cover letter outlining why you think TAG is a good fit for you and an up-to-date CV/resume to HRUS@tag-group.com. 

And before you press send, please make sure you’re eligible to work in the United States!