Inntravel is renowned for the highest standards of customer service and for offering innovative, high quality self-guided walking and cycling holidays and independent journeys across Europe.
A Product Manager plays an instrumental role in delivering the Inntravel experience to customers, with wide-ranging responsibility for new product development, managing and improving existing holidays, contracting, and oversight of our day-to-day relationship with our suppliers.
Effective communication to provide detailed product information across the business to support the promotion, sale and operation of all holidays is a core aspect of the PM role.
Main Responsibilities and Key Tasks
New product development
Our product strategy constantly seeks to identify new destinations and imaginative experiences that make up a uniquely Inntravel holiday. Product development for Inntravel is not just about identifying places that offer superb options for walking and cycling, important as they are. An Inntravel Slow holiday is a much broader experience, helping our customers to discover the true authenticity of a place – its traditions, history, environment, flora and fauna, gastronomy, and the hospitality of local people.
Ideas come from detailed research and familiarity with a country or region through workshops, visits, and building up a network of expert contacts. Once we’re confident that a destination has the key ingredients for Inntravel, the detailed work of development and delivery takes place (paying due regard throughout that the proposed holiday meets our requirements for quality, safety, price, availability and access):
Current product maintenance and performance
A very substantial aspect of a PM’s role is the management and improvement of our many existing holidays to ensure they continue to meet our requirements. Working closely with, and supported by, the Holiday Information and Feedback team, the Commercial team, and overseas consultants, tasks include:
We work mainly directly with our hoteliers and other suppliers, and occasionally using trusted local ground agents. Our suppliers are our essential partners in delivering the experience of an Inntravel holiday to customers, and our close relationships with many of them have been sustained over many years. Maintaining these strong supplier relationships, with support from overseas consultants and the Holiday Operations team, is another key aspect of the PM’s role.
Holiday information provision
The PM provides (and keeps updated) the extensive product information that is used throughout the business, ranging from information about key selling features, accommodation, itineraries and routes used for the sales intranet, to setting up new suppliers in our system and providing the costs, contractual terms and specific logistical information required for pricing and data set-up.
The PM also delivers product training to Inntravel staff, organises staff educationals, and provides expert product advice and guidance to all customer-facing teams.
Our customer notes for our self-guided holidays contain step-by-step route directions, practical instructions and information, comprehensive background on the history, gastronomy, geography and culture of a destination, and numerous insights, suggestions and recommendations that reveal the hidden places to visit and things to do on a holiday.
Route directions are written by a team of staff and consultant walkers trained in route-note writing, and much of the rest of the content is written and kept up-to-date by the Holiday Information and Feedback Team. The PM briefs the writers with relevant product details and background information, and has responsibility for approval and signing off completed documents.
A PM may, from time to time, write route notes and/or background information for customer documentation.
The PM plays an essential role in the marketing and promotion of holidays. Tasks include:
Key attributes, skills and characteristics
Inntravel company background
Established in 1984, Inntravel is a widely respected, leading provider of ‘at your own pace’ self-guided walking, cycling and other activity holidays across Europe. Innovative, paying meticulous attention to detail, and delivering the highest standards of personalised customer service, a team of over 70 staff work from idyllic offices in rural surroundings near York. In 2017 the company achieved annual turnover of almost £20m from a loyal base of UK customers (two-thirds of whom have booked previously) and a rapidly increasing number of international customers.
Inntravel was for many years a family-owned business, and it retains a strong sense of independence and autonomy. Since 2008 the company has been an integral part of the well-established Hotelplan UK family of specialist tour operators, which includes Inghams, Ski Total, Esprit, Santa’s Lapland, Regal Dive, and the adventure travel experts Explore Worldwide. Hotelplan is a pan-European travel group headquartered in Switzerland, under the ownership of Migros, the leading Swiss co-operative retailer.
Inntravel – inspiring individual discovery
Expertise through knowledge and experience
Respect for the places and people we work with
Embracing individuality and creativity
Trust through openness and integrity
Shared enthusiasm and pride in all we do
This Position Description is intended to describe the general content of and requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements, and you will also be expected to undertake such tasks as are reasonable and relevant to the scope of the post. Job descriptions will be regularly reviewed to ensure they are an accurate representation of your role.