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GULLIVERS SPORTS TRAVEL (GST) – TUI SPORTS DIVISION
Position:
Band:
Based:
GST Tour Coordinator
6
Tewkesbury
Closing date for application: N/A
Background:
Gullivers Sports Travel and Thompson Sport are leading sports travel provider in the UK.
The role will be focusing on developing and growing the football side of the business. Working with
customers and directly with premiership football clubs.
A Tour Coordinator is a key client and supplier facing Operations team role, reporting to an Operations
Manager, responsible for the delivery of a specific range of individual games, products, events and/or
packages from the point of sale to the completion of delivery.
There are multiple Tour Coordinators within the business working on different product cycles and client
bases -often simultaneously and collaboratively. You may have a Senior Tour Coordinators who may
mentor and support a Tour Coordinator.
You will have a strong attention to detail and intuitively understand customer needs. Striving, with the
support of the commercial team, to extract maximum value from supplier contracts to boost margin while
delivering on significant year on year CSQ (customer satisfaction questionnaire) quality gains.
The football branch to the business is always looking to expand and taking on new opportunities,
tournaments and international games. Currently the role will be working with international teams and
Premiership clubs.
You will be expected to travel within the UK meeting groups and overseas on games at certain times of the
year.
Excellent customer and supplier facing skills and experience are paramount, as is a high level of personal
integrity and being computer literate, organised and able to prioritise and deliver in a competitive
environment.
Objectives and responsibilities include the following:
Key example responsibilities:
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Responsible for the delivery of all elements of supporter packages as sold to the client to include
managing pre-registrations, confirmations, amendments & cancellations.
Liaise/ Communicate/negotiate thoroughly with airlines/accommodation providers
/suppliers throughout the booking period
Communicate with agents on their group
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Make transfer bookings and arrangements.
Any additional extras – excursions / tours / meals / events
Use CRM to record and update customer notes.
Follow up with agents & clients regarding deposits and final payments
Put together a ‘tour packs/final docs’ for customers & tour managers
Meet groups on arrival in the UK (inbound)
Coordination of tour managers on tour to include daily briefings, troubleshooting, crisis
management
Post sale customer support: Communicate with customers via email or telephone with any queries
they have regarding packages on sale / bookings they have made
Payment ie invoicing clients and ensuring payments are received, Chasing outstanding payments
and coordinating payments received with outgoing payments to suppliers
Daily use of Travel Studio for setting up agents, creating and amending bookings, taking balance
payments etc.
Deliver service in event location to the highest standard.
Liaise with H&S to make sure all Operations meet our own and external partner requirements for
audit & STF compliance.
Manage client and supplier payments.
Required skills
 Applicants should demonstrate a high degree of accuracy in their work while being extremely
customer orientated, delivering very high levels of service.
 Ability to manage their workload effectively, well organised, flexible, determine priorities
with attention to detail, act on their own initiative as well as being a strong team player
 Highly flexible, driven and motivated with strong communication skills.
 Ability to identify and create sales / margin opportunities.
 Ability to work under pressure and meet deadlines, this may involve working additional hours
at peak times including weekends
 Effective communicator at all levels- flexible in approach.