Reporting to the EMEA Operations & Product Manager, you will work closely with Sales, Customer Experience, Finance, Safety and the Adventure Leader team. You will be responsible for keeping accurate tour and financial information in our internal tour management system (Travel Studio), communicating clearly with Customer Experience and suppliers, and identifying risks or problems early so that every tour is safe, deliverable, financially controlled and well prepared.
Location: Lisbon, with hybrid remote and office-based working in line with company policy.
Key responsibilities
- Quoting and costing: prepare accurate tour quotations based on the brief from our sales team. This includes obtaining up-to-date supplier rates, entering all required services and costs, checking that the proposed itinerary is practical and achievable, and clearly identifying any estimated prices, unavailable services or outstanding information before the quote is issued.
- End-to-end tour ownership: Take responsibility for assigned tours from operational handover through to completion. Turn the agreed programme into a realistic, deliverable itinerary and coordinate all operational arrangements, including accommodation, transport, meals, activities, guides and other services. Manage supplier relationships, bookings, rates and terms; maintain accurate tour budgets, costs and payment deadlines; prepare and quality-check all required tour documentation; and ensure group requirements are understood and delivered. Maintain a clear action plan, meet deadlines, and escalate concerns early where there is a risk to quality, cost or delivery
- Internal communication: communicate clearly and professionally with our Customer Experience, Sales and other internal teams. Respond to questions, explain operational constraints, manage agreed amendments and make sure key decisions and responsibilities are recorded.
- Safety and compliance administration: request, collect, record and upload required supplier and activity documentation in the company’s Safety Compliance System; track expiry dates and outstanding items; and escalate gaps or concerns to the appropriate competent person. The role supports the compliance process but does not replace qualified safety assessment or formal approval.
- Departure readiness and live tour support: Complete pre-departure quality checks to ensure all services, timings, documents, payments, group requirements and safety actions are in place before departure. During the tour, provide operational support, respond calmly and practically to changes or supplier issues, communicate effectively with the Adventure Leader responsible for the group and relevant teams, and ensure changes, decisions and costs are accurately recorded.
- Post-tour follow-up: review feedback, incidents, financial outcomes and supplier performance after travel; follow up any unresolved issues, refunds, complaints or supplier actions; and use lessons learned to improve future departures, supplier choices and operational standards.
- Product and process improvement: contribute destination knowledge and operational insight to new itineraries, supplier development and improvements to systems, templates and ways of working across the EMEA Operations team.