New Position: Tour Supervisor – New York

Division: Touring

Job type: Tour Supervisor – New York

Location: United States

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 What  

As a Tour Supervisor – NY 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 the peer group, responsible for managing the full range of people issues for those in your team.
  • The people issues include, but are not limited to:
    • Recruitment and selection
    • Onboarding and induction
    • Performance management, including probationary reviews, objective setting, appraisal, performance improvement, identifying outstanding performers, managing under performance
    • Managing the attainment and maintenance of high standards of work
    • 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
  • Understand the responsibilities and requirements of staff under supervision to ensure job roles are fulfilled
  • Organize team shift rotas and manage workloads for even distribution of work based on skill level and experience
  • Handle all team operational queries to advise and assist team members, particularly with complex bookings or changes and reissues or refunds
  • Mentor staff to provide general guidance, training and assistance, development and progression, including the drafting of prompts, if required. Alert the divisional manager(s) to any identified training needs
  • Manage GDS queues daily, ensuring bookings with outstanding ticketing deadlines are flagged to the team
  • Complete Supervisor administrative tasks, including but not limited to daily QC’s and Touring reports
  • Oversee all VIP traveler requirements
  • Lead by example to demonstrate professionalism, attention to detail, service level expectations and general standards of performance and conduct
  • Assist and support the divisional manager(s) by keeping them updated on all relevant matters to allow the smooth and harmonious running of the department
  • Assume greater responsibility during times of the divisional manager(s) absence
  • Suggest improved practices and discuss with upper management to ensure departmental operations run successfully and profitably
  • Ensure the company does not incur any financial losses through individual and avoidable error
  • Manage key client accounts in accordance with Senior Tour Specialist job description
  • Maintain full knowledge of TAG policies, procedures, and Nett fares
  • Maintain comprehensive working knowledge to teach and execute tasks in system tools such as Intranet, MaJic, Travelport, Navitas, PNR Watcher, Galileo, Apollo
  • Run booking checks in the GDS systems to ensure no potential lost profit
  • Monitor incoming client requests to ensure the team delivers timely and effective responses.
  • Share business opportunities with the Sales team
  • Suggest improved practices and consult with upper management to ensure departmental operations run successfully and profitably
  • Appropriately communicate any issues or concerns to the direct supervisor
  • 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 a Tour Supervisor – NY 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 New York 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.  

You will report into the Team Lead, who is based in New York.

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!