tour specialist

TAG Group; Manchester; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Private Medical and Dental insurance

Enhanced employer pension deductions

Service-based holiday entitlement

Job summary

TAG Group is seeking an Operational Trainer to deliver technical and department training for internal TAG agents across the EMEA region. The role collaborates with the Global Operations Director – Systems & Training to implement short-, mid-, and long-term training strategies.

You will build relationships with staff and managers, stay updated on TAG processes, and ensure effective delivery of onboarding and ongoing training programs.

Qualifications

• Education to Degree level or higher or equivalent combination of education and related experience.
• Experience of delivering training to diverse audiences.
• Proficient in MS Office and related programmes.
• 5 years of travel agent experience.
• 2 years of GDS Galileo experience.
• Comprehensive in all ticket reissues.
• Strong itinerary building, fare quoting and general fares knowledge.
• Experience in group booking procedures.
• Good understanding of GDS technical aspects (scripts, plugins, etc).

Responsibilities

• Deliver comprehensive and consistent training programmes across the EMEA region, in person and virtually.
• Develop understanding of TAG systems and software (GDS Galileo, TAG Desktop, Front, Atris, SharePoint, MS Office).
• Provide APS-related product training to internal agents.
• Organise and deliver onboarding for all new agents.
• Identify training needs and give feedback to Global Operations Director – Systems & Training.
• Build strong relationships with department managers and technology teams.
• Suggest improvements to training practices to meet targets.
• Measure and analyze training effectiveness using feedback methods.

Skills

Training delivery

Stakeholder management

Feedback analysis

Travel industry knowledge

Group bookings

Education

Bachelor's degree or higher

Tools

GDS Galileo

TAG Desktop

Front

Atris

SharePoint

MS Office

Job description

TAG provides high-touch, personalized travel and event management services to the biggest names on the planet, as well as top C-suite executives and award-winning productions. Our mission is to alleviate the stress and complexity of travel, and we are committed to uncovering solutions to get our clients where they need to be, feeling ready to take on the world. If you’re looking for a fun, ever-changing and challenging environment, TAG is the answer. Whether you are a highly experienced professional or this is the first step in your career, our doors are open to everyone with an ambitious attitude, a genuine spirit and teamwork mindset.

Operational Trainer Overview:

The Operational Trainer is primarily responsible for providing technical and department training related to internal TAG agents. Working directly with the Global Operations Director – Systems & Training to deliver short-term, mid-term and long-term training strategies is a key element of this role. Building internal relationships with all staff and department managers is vital along with keeping up to date of all technical updates and TAG processes.

Responsibilities & Duties:

• Support comprehensive and consistent delivery of global “best in class” training strategies and programmes to the EMEA region both in person and virtually.
• Develop a full understanding of all TAG systems and software including:
  • GDS Galileo (booking, amendments, ticketing, contracts, groups, pricing, exchanges and reissues & TAG Tools)
  • TAG Desktop
  • Front
  • Atris
  • Sharepoint & MS Office
  • Virtual Payment Websites used in EMEA by all departments
  • Customer Service & TAG Professional Selling Skills
• Provide APS related product training to internal agents (Products supported by APS, including reissue training, GDS tools, fares and occasional adhoc APS training requests).
• Organise and deliver the TAG onboarding for all new agents
• Continuously identify and feedback agent training needs to the Global Operations Director – Systems & Training as and when seen as necessary.
• Build & maintain good relationships with department managers and the wider technology team, providing feedback on new agent training, agent training needs and performance gaps.
• Suggest improved practices to the Global Operations Director – Systems & Training, which will contribute to departmental targets being met and programmes being run successfully.
• Measure and analyse the effectiveness of training using various feedback methods.

Qualifications:

• Education to Degree level or higher in related field. In lieu of education – equivalent combination of education and directly related experience
• Experience of delivering training
• Proficient in MS Office and associated programmes
• 5 years of travel agent experience
• 2 years of GDS Galileo experience
• Comprehensive in all types of ticket reissues
• Comprehensive in itinerary building, fare quoting and general fares knowledge
• Experience in group booking procedures
• Good understanding of technical aspects of the GDS (E.G. scripts, plugins etc)

Experience TAG Perks:

• Private Medical and Dental insurance
• Enhanced employer pension contributions
• Service-based holiday entitlement

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