Product Help desk: Answers tour related questions on a day to day basis. Identify FAQ’s to be placed into Pivotal. Annually review for assigned tours the FAQ to ensure the data is still relevant and current. Manage communications via Test Track. Weekly coverage of unassigned Test Track items.
Space Problems: Assist in clearing space problems/add dates/ waitlists as needed. Maintain backup Hotel List (BUH). When a Tour Series is released, work on clearing any space problems from the start. Work with inventory control to increase/decrease/cancel space as needed.
Work with the Accounting department on mismatched or missing rates/contracts.
Complete the Annual Itinerary Services Report (ISR) Audit– Review ISR for accuracy in coordination with TM Dept/Regional Destination Manager (RDM). Review the Tour Guide Operator Itinerary each year and update for any changes that occurred from the prior year. For new tours add in all Product pertinent data into the documentation. Then work with Tour Manager Dept. in updating/completing tour guide itinerary services report & Tour Guide Operator Itinerary with the changes so that flow, timing and product will be properly delivered to clients.
Itineraries and Collateral: work on preliminary itineraries or other written collateral as needed for both Tour Series and Partnerships. Annually work with Marketing to proof the documentation as pricing is released for accuracy and positioning we want the Tour Series to present.
Travel: The Product Lead will be required to travel a projected 20 - 40 days a year and to conduct any research, negotiations and trip planning in conjunction with those trips as necessary. The Product Lead may be required to attend the Product Manager meetings and any training seminars conducted for the Product Management team. In addition, the Product Lead may be required to attend and participate in the Product Management retreats, the Sales Meetings, Tour Manager Meetings and trade shows as determined necessary. Guides one (1) tour per year as required. Travel at least 3 days per year on the road working with sales rep to keep in touch with the market.
Weekend Coverage: Manage the Product department emergency on-call phone 4-5 weekends a year, including working in the office during weekends in the busy season. In house coverage of 1 or more holiday(s) per year.
Complete Tour Series, custom and any turnover meetings with various operational teams.
Responsible for approving, negotiating and message creation on all tour changes and advising other company personnel through tour change form processed by Product Coordinator.
Special Projects: The Product Leads will be responsible for completing special projects throughout the year as assigned. These projects include, but are not limited to gift shops, lunch stops, option pricing and information sheets, meal templates, travel tips, competitive research and analysis, FAMs, proofing itineraries, space problems/add dates quality improvement projects, proofing building of tour series for accuracy of flow and timing, and any other projects as necessary and assigned.
Research: Conduct extensive research on potential vendors, including hotels, restaurants, gift shops, step-on guides, and included and optional excursions. This research will be done through phone calls, the internet, contacting CVBs and DMOs, vendors, ground operators and tour guides. In addition, the Product Lead will conduct destination research through the above channels and competitive research as requested.
Contracting: Negotiate contracts with new and existing vendors as needed where we do not currently have valid contracts. Ranges of acceptable rates and requirements of service will be set forth in advance
Backs up the Pricing Specialist & Custom Specialist
Comply with all rules and regulations and perform any other duties/projects as assigned.
Workflow and priorities will be set by Manager, Project Team as many different individuals will be assigning tasks and projects. Product Lead will be responsible for maintaining a list of projects they have at all times.
Meets regularly with the PM(s) and Manager, Project Team
This position reports to the Manager, Project Team.