Job Description
Pro-Elite Soccer is constantly expanding and growing in stature as one of Europe’s leading Football Tour Companies. As we grow we need to ensure that we maintain the quality of our staff and tours, we need to ensure that we are elite in every department. A Pro-Elite Soccer Tour Director is one of the most important roles in the company, not only will you spend more contact time with the clients but you will also represent our company’s philosophy and ethos.

Pro-Elite Soccer Tour Director is responsible for looking after groups of clients on bespoke football tours that have been created by the team of full-time staff at Pro-Elite Soccer with the client.

The main priority is to ensure that clients enjoy their tour and that everything runs as smoothly as possible for them. As the public face of the tour operator, the tour representative must create an excellent first impression and continue to provide outstanding customer service to clients throughout the duration of their stay.

The role involves holding welcome meetings, handling complaints and resolving problems as they arise.

– Meeting guests at the airport or Meeting Point
– Escorting guests to their accommodation
– Organising and hosting introductory meetings
– Responding to clients’ queries
– Handling client issues, such as: lost luggage or passports; allegations of theft or other crimes
– Problems with rooms; and health problems, injuries or even deaths
– Dealing with unforeseen ‘non-client’ problems, e.g. flight delays, coach strikes, weather conditions
– Resolving any conflict with or between clients
– Establishing and maintaining relationships with local hoteliers, excursion agents and travel companies
– Maintaining an in-depth knowledge of the resort and the local area in order to answer clients’ questions
– Ensuring that clients arrive early to matches and coaching sessions to ensure that there is a prompt start to these organised activities
– Accompanying customers on excursions and acting as a guide
– Organising and supervising activities and ensuring they are in a safe environment; such as beach activities, water-parks, watching matches, football quiz etc
– Taking part in and organising daytime and evening entertainment
– Checking hotel standards and safety procedures
– Completing risk assessments and health and safety checks
– Keeping basic accounts and records, and writing reports ensuring that all constructive feedback is relayed back to Head Office
– Deliver additional coaching sessions at request (Must be minimum Level 2 in Football Coaching)

    REQUIREMENTS

    Duties:

Meet and greet; transfers; coach commentaries; welcome meetings; noticeboards; information booklets; health and safety checks, problem solving e.g. over- bookings, complaints; non-routine incidents e.g. accidents, illness, emergency situations; organizing activities, managing groups.

Understand the role of the Tour Director in creating a safe and healthy environment:

Health and safety risks and hazards: identification of health and safety risks and hazards; Accommodation specific e.g. hotel, apartment, facilities e.g. swimming pools, balconies, lifts; fire safety; hygiene; coach safety; resort safety; excursions and activities.

Minimizing risks: providing information e.g. at welcome meeting, transfer commentaries, notice boards and information books; routine procedures e.g. health and safety checks, risk assessments; reporting incidents e.g. accidents, illness.

Social skills: creating rapport; providing a welcome; empathizing; providing a helpful and friendly service; informal and formal communications; responding appropriately to different customers.

Customer service skills: identifying customer needs; meeting customer needs; dealing with queries; providing information for different purposes; product knowledge; handling complaints; listening skills; finding solutions; communicating with groups and individuals; image; non-verbal communication e.g. using visual aids, body language; communication skills using natural and amplified voice e.g. clarity of speech, pace, tone, structure; written communications

Be able to deliver Coaching Sessions at request whilst on tour

How to apply
If you feel you have what it takes to be part of the Pro-Elite Soccer team, email your email covering letter and CV to info@proelitesoccer.co.uk