Elements and Performance Criteria
- Manage touring arrangements.
- Manage all tour logistics taking a holistic approach to the whole touring program at all times.
- Conduct touring program according to the prearranged touring itinerary.
- Make forward reconfirmations and bookings progressively throughout the program.
- Reconfirm or arrange operational details progressively throughout the program.
- Reorganise and adjust touring arrangements when required within the scope of individual responsibility.
- Make major adjustments within budget according to controlling office guidelines.
- Make adjustments to touring arrangements in the context of the whole program.
- Maintain ongoing contact with controlling office and forward suppliers as required.
- Liaise and negotiate with others.
- Maximise operational efficiency and customer service levels by effective liaison and negotiation with all those contributing to the operation of the program.
- Conduct negotiations in a businesslike and professional manner within the relevant cultural context.
- Conduct negotiations in the context of the entire touring program.
- Conduct negotiations to take account of the overall relationship between the organisation and the other stakeholders.
- Select communication and negotiation style appropriate to the circumstance.
- Use negotiation and communication techniques to maximise the chances of an acceptable outcome for all parties.
- Note and confirm accurately in writing all agreements as required by specific circumstances.
- Provide relevant information to the controlling office promptly and as required by organisation guidelines.
- Develop and maintain group rapport.
- Develop and maintain a team spirit for the duration of the program.
- Gain the trust and confidence of the group through the demonstration of professional competence and integrity and ensure customer satisfaction with the touring program.
- Use leadership and communication skills to foster group cohesion.
- Encourage customer participation and group interaction.
- Identify and assess potential conflict within the group promptly and should conflict arise, take appropriate action to assist resolution.
- Solve problems that arise on tour.
- Identify and consider problems promptly from both an operational and customer service perspective in the context of the entire touring program.
- Initiate short-term action to resolve the immediate problem where appropriate.
- Analyse problems for any long-term commercial impact and assess and action solutions.
- Present a positive image of the organisation and its contracted suppliers at all times.
- Take responsibility for resolving the problem within the scope of individual authority and to ensure customer satisfaction.
- Consult the controlling office when required and appropriate to resolve problems outside scope of guidelines and responsibility.
- Take appropriate follow-up action to monitor the effectiveness of chosen solutions.