Overview
Luxury Escapes is one of the world's fastest growing travel businesses, reaching up to 7 million subscribers each month with exclusive limited time offers at 'insider' prices. We are a collective of forward-thinking people, driven to challenge the travel industry and ourselves to bring ever better travel experiences to our customer community. Awarded as one of the 'Best Places to Work' by the AFR; employee experience is king here, with lunches provided 5 days a week, an onsite gym with premium change facilities, weekly events, the opportunity to experience the travel we offer and significant professional development opportunities - we go above and beyond to make every workday something to look forward to!
Role
We are now looking for a Tour Experience Manager whose key role is to make sure Luxury Escapes tours run exactly as promised. This role is about being on the ground, checking that partners are delivering the right standard, stepping in when things need fixing, and helping local operators understand what "Luxury Escapes quality" really looks like.
You'll work directly with tour partners in market, train and guide them on our expectations, and keep a close eye on how tours are actually delivered, not just how they look on paper. When issues pop up, you're hands-on in sorting them out quickly and calmly. You'll also lead and host some tours yourself, acting as the face of Luxury Escapes for guests and making sure their experience lives up to the brand from start to finish.
What You'll Do
* Own quality standards across all Luxury Escapes touring products, from planning through to delivery.
* Review tours in market and after completion, identifying what's working and what needs to lift.
* Work directly with partners to close service gaps and improve consistency of delivery.
* Provide clear, practical feedback and reporting to support continuous improvement.
* Design and deliver training for tour operators, DMCs and guides on Luxury Escapes service expectations.
* Act as the senior on-ground representative on selected tours, managing issues and customer escalations in real time.
* Lead and host selected tours, including Signature Series and Private Jet experiences.
* Provide hands-on leadership to guides, suppliers and partners while tours are operating.
* Support talent participation on tours, coordinating logistics with internal teams where required.
* Work closely with Commercial, Product, Operations, Brand and Customer Care teams, sharing insights to shape future tours.
Qualifications
* Experience in quality assurance, operations or delivery of premium travel experiences
* Strong customer-facing leadership with proven service recovery capability
* Understanding of tour operations and end-to-end tour delivery
* High level of initiative with strong problem-solving skills in live environments
* Ability to build and maintain strong relationships with internal and external stakeholders
* Ability to train, coach and uplift partner performance
* Exceptional written and verbal communication skills
* High emotional intelligence, resilience and calm under pressure
* Strong attention to detail and accuracy
* Ability to work effectively both autonomously and as part of a team
* Willingness to travel extensively
Benefits / What's in it for you
* First-class health and well-being program, breakfast and catered lunch provided five days a week (when in office!), plus an exceptional Employee Assistance Program.
* Fun and flexible working environment - Friday afternoon onsite gatherings (wine included!) and monthly celebrations.
* A fun, dynamic environment with a collaborative team.
* Generous staff and friends and family discount and birthday leave.
If you're interested in the role but don't check every box, apply anyway, we'd love to hear from you! We embrace diversity in our people and make hiring decisions based on your experiences and skills. We do not discriminate based on gender identity, religion, race, national origin, sexual orientation, age, marital status, or disability status. You'll find a collaborative, inclusive, and respectful workplace here at Luxury Escapes, and we are proud to celebrate who you are. Please let us know if you require any reasonable adjustments during the interview. As a 2026 Circle Back Initiative employer, we're committed to responding to every applicant.
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