Elements and Performance Criteria
- Manage touring arrangements.
- Manage touring program logistics in a holistic way taking account of legal, ethical, safety and sustainability considerations.
- Conduct touring program according to prearranged itinerary.
- Make forward reconfirmations and bookings progressively.
- Reconfirm or arrange operational details progressively.
- Make adjustments to touring arrangements when required within the scope of individual responsibility.
- Make major adjustments within budget according to controlling office guidelines.
- 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 those contributing to program operations.
- Conduct negotiations in a professional manner in relevant cultural context.
- Select negotiation style appropriate to circumstance and use negotiation and communication techniques to maximise chances of an acceptable outcome for all parties.
- Conduct negotiations in context of entire touring program to take account of overall relationship between the organisation and other stakeholders.
- Confirm agreements in writing as required.
- Provide relevant information to controlling office as required.
- Develop and maintain group rapport.
- Develop and maintain a team spirit for duration of program.
- Gain trust and confidence of group through demonstration of professional competence and integrity.
- Use leadership and communication skills to foster group cohesion.
- Encourage customer participation and group interaction.
- Identify and assess potential conflicts within the group and should conflict arise, take appropriate action to resolve.
- Resolve problems that arise on tour.
- Identify and consider problems from an operational and customer service perspective in the context of the entire touring program.
- Initiate short-term action to resolve immediate problems where appropriate.
- Analyse problems for long-term commercial impact and assess and action solutions.
- Present a positive image of organisation and its contracted suppliers at all times.
- Take responsibility for resolving problems within scope of individual authority and to ensure customer satisfaction.
- Consult controlling office to resolve problems outside scope of guidelines and responsibility.
- Take appropriate follow-up action to monitor effectiveness of chosen solutions.