Job Description
Tour Operations Executive
Tour Operations Executive Page 1 of 3
Department: Tour Operations Date Created: January 2026
Reports To: Tour Operations Manager Direct Reports: None
The purpose of your role is to:
As a Tour Operations Executive, you play a vital role in keeping our tours running smoothly and ensuring Tour Managers feel confident, prepared and supported to deliver outstanding experiences. Great Rail Journeys is growing, and your work helps create the moments of great connection our customers remember.
You’ll blend front‑desk support, strong relationships and real‑time disruption management while using smart tools to cut admin and focus on what counts: clear communication, fast decisions, operational resilience, and an eye for accuracy in everything you do. If you’re energised by teamwork, problem‑solving and making a meaningful impact in a high‑energy environment, you’ll thrive in our Ops team.
This is a fast‑paced, high energy role where you will balance customer and commercial impacts, stay calm under pressure, and help Tour Managers feel informed and supported, before, during and after every tour.
In this role you are accountable for:
• Make sure Tour Managers feel confident, supported and ready for every tour.
You will build strong relationships, communicate clearly and set them up with everything they need
before, during and after departure.
• Keep tours running smoothly by making sure all logistics are accurate and on time.
Hotels, transport, meals, guides and activities are confirmed, correct and shared early so nothing gets in
the way of great delivery.
• Share clear, timely updates with Tour Managers and other internal teams.
You will pass on important changes quickly and accurately so everyone stays aligned and TMs can do their
job with confidence.
• Make sure suppliers deliver reliably and professionally.
You will build strong working relationships, keep standards high and make sure what we’ve contracted
gets delivered.
• Handle on‑tour issues quickly and calmly to keep operations on track.
When things go wrong, delays, cancellations, last minute changes, you will take the lead, minimise impact
and coordinate the next steps.
• Keep tour data accurate, up to date and easy to access.
You ensure systems, portals and automated tools hold clean information so TMs and teams can rely on a
single source of truth, to sending final arrangements before departure.
Your key responsibilities are to:
Tour Manager Support & Communication
• Act as the main contact for Tour Managers before and during tours, offering clear, confident and
supportive communication.
• Prepare and upload TM tour documentations accurately so they’re set up for success.
Job Description
Tour Operations Executive
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• Provide calm, first-response support during incidents or cancellations so TMs never feel unsupported on
tour.
• Share timely updates through structured Event Alerts to keep the right people informed.
• You will assist and support the Tour Manager allocation process both off season and in seasonal
allocation periods with tour hand backs.
Disruption Management
• Own on-tour disruption, be the point of communication for delays, cancellations, supplier issues and
last-minute changes.
• Work with the Disrupt Lead/Manager to activate contingency plans and communicate across teams.
• Stay steady during peak disruption periods, including handling events throughout our 7-day period, and
prioritise confidently.
• Make confident balanced decisions using our customer first compass to guide choices that protect their
experience and minimise commercial impact.
• Be available 5 weeks of the year to answer the on-Call phone and be ready to support from 21:00pm-
08:00am for the 7 days.
Operational Delivery
• Understand how GRJ operates in our destinations, with our customers and the key role Tour Managers
play for them.
• Coordinate logistics (hotels, transport, meals, guides, excursions and activities), ensuring accuracy and
on-time delivery.
• Support extra operational needs such as TM Rail, St Pancras support, FLC logistics, Travel Marvel and
other business priorities.
Supplier & Partner Management
• Work with the Product teams and a global supplier portfolio, building strong relationships to ensure
consistent, reliable delivery.
• Confirm arrangements, negotiate alternatives during disruption and escalate when needed.
Data & Documentation Excellence
• Keep tour data accurate, complete and easy to access, giving Tour Managers one trusted source so they
can focus on delivering an exceptional experience, not worrying about documentation.
• Use automation and portals to reduce manual admin, improve accuracy and streamline information
sharing.
• Carry out any reasonable duties required to support tour delivery.
The characteristics required to be successful are:
We require people who want to be the best. Wanting to be the best is not good enough though, you must also
have the skills, attitude and energy to help us achieve our goals. How you contribute to our positive culture and
how you feel about your role is hugely important to us.
To thrive in this role, you will naturally be someone who:
Job Description
Tour Operations Executive
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• Is great at building relationships not only face to face but over other communication channels.
• Can think fast when the unavoidable happens, taking ownership and help others feel supported when
things need to change.
• Values relationships and connection between colleagues, & suppliers and works well with everyone.
• Doesn’t settle for “what is” but proactively elevates how we delivery our operations.
• Isn’t fazed by our peaks at times, can stay steady, organised and solution‑focused.
• Keen eye for detail and can spot mistakes, keep information accurate and take pride in doing things
right.
• Can juggle multiple tasks smoothly and keep things moving without dropping the ball.
• Is flexible, willing to help where needed, and comfortable with changing ways of working and priorities.
• Is comfortable using digital tools and keeping data clean and up to date.