Cruising is back with Hays Travel!
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haystravel
haystravel
haystravel
haystravel
Welcome pack New Starter
Contents Welcome! ........................................................................................................ 3 Meet the team ...............................................................................................4 Meet team Operations..............................................................................6 Meet team Content..................................................................................16 Our platforms ............................................................................................. 24 Our systems ................................................................................................. 26 Key terms ..................................................................................................... 28
We’re thrilled to have you on board!
Welcome to the Hays Travel social media team! We can’t wait to see the creativity and ideas you’ll bring. You’re joining a supportive, fast-paced team where collaboration and fresh thinking are always welcome.
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Social Media Manager
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I lead the overall strategy for our social channels, working closely with all areas of marketing to ensure our messages and campaigns are aligned and impactful. My role involves driving key social media projects and supporting the team— alongside Charlotte—to bring these initiatives to life and deliver real business results. I genuinely enjoy collaborating with our amazing team on new ideas and campaigns. It’s incredibly rewarding to see their hard work pay off and to celebrate those achievements together.
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Assistant Manager
haystravel
As the Assistant Manager for the Social Media team, I play a key supporting role in driving our business objectives through strategic collaboration, planning and delivery. I work closely with the team leaders of both the Content and Operations teams to ensure we are aligned with helping to implement campaigns that support brand growth, audience engagement, and overall performance goals.
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MEET TEAM OPERATIONS
The social media Operations Team is responsible for creating procedures,
guidelines, supporting our 470+ branches, 300+ personal travel consultants and our internal departments so we can create the best framework whilst reducing any mistakes online and to our business. Our goal: stand out professionally, support campaigns, train at all levels, and maintain a positive, efficient environment.
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Auditing & Governance
Customer excellence
The team measure customer sentiment and experience so we can continue to grow whilst being recognised for our Hays Travel tone/voice and achieving the best experience for our customers online.
We support our branches and personal travel consultants through driving campaigns and business focuses on social media, whilst sharing best practice, guidelines and inspiring them to be the best and stand out from our competitors.
Partnership
Training and Support
Administration & Reporting
In these areas we have administration, and this is to make sure we are hitting our service level agreement to our customers, working smart and efficient as a team and business whilst reporting on what is working to drive further and what needs a focus for the business.
Our trainers create and deliver all things social media to that being levels of basic, intermediate and advanced no matter what we have a training for everyone, this is delivered through teams and face to face.
We support and guide our branches and personal travel consultants through driving campaigns and business focuses on social media, whilst sharing best practice, guidelines and inspiring them to be the best and stand out from our competitors to achieve overall success.
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We create engaging content to drive leads, boost brand awareness, recruit, and encourage bookings. Covering Cruise, Land, Recruitment, Video, and Web, we manage campaigns, showcase products, and maintain a creative, high- performing environment. MEET TEAM CONTENT
FIVE KEY CONTENT AREAS
Cruise
Land
Recruitment
Video
Web
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Together, we manage supplier- funded campaigns, showcase our product range, highlight life at Hays Travel, and produce content that connects with our audience in a meaningful way. The team brings creativity, energy, and a collaborative spirit to everything we do, maintaining a positive and high-performing environment.
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Lauren
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Our Platforms
Tiktok
Share UGC: users tagging Hays in content. Hays Travel | Hays Travel Cruise Hays Travel Careers 480+ branch pages | 350+ PTC pages
Share UGC: users tagging Hays in content. @HaysTravel @HaysTravelCareers
@Hays_travel
Share UGC: users tagging Hays in content.
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Share UGC: users tagging Hays in content. YouTube @HaysTravelLtd
Share UGC: users tagging Hays in content. Linkedin Hays Travel
X
Share UGC: users tagging Hays in content. Pinterest Hays Travel
Share UGC: users tagging Hays in content. @HaysTravel
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Our systems
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Meta
Emplifi
Zendesk
We use Meta’s Ads Manager to publish and manage paid advertisements for branch posts to try and grow engagement and reach new audiences. We track monthly costs and store all branch pages here.
Emplifi is used internally in Head Office, contact centres and branches to report, publish content, interact with community and track data across multiple platforms.
Zendesk is used as a customer support solution, where branches and homeworkers can reach us with queries on a live chat.
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Microsoft Teams
Smartsheet
Micollab
Smartsheet allows us to connect throughout our department and to all
Micollab is our main source of communicating via phone calls. Branches, PTC’s and other departments can ring through to our department telephone number and the system connects them to a member of our team based on the call queue system.
Used company-wide to improve communication and productivity. Combines chat, video meetings, and file sharing in one platform, helping teams work together in real time, streamlining workflows, and reducing the need to switch between tools.
branches and managers. This stores important information such as boost summaries that we use to report and keep track of daily.
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Google Sheets
Pyramid
The Hub
Google sheets help us create, update and modify spreadsheets and share data in real time.
We use Pyramid to analyse data, report and give insights into profit, costs and overall spending of all pages across the business.
The Hub is our internal private network within Hays Travel that connects all areas and stores important communications, updates and contact details.
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Key Terms
KPI - Key Performance Indicator Measures the performance of the branches, PTC’s and homeworkers.
IG - Independance Group Members that are a part of Hays Travel however do not trade under our name.
HW - Homeworker Self-employed however uses the Hays Travel Brand and selling systems.
Forex/FX - Foreign Exchange A system for dealing with currencies of countries.
PTC - Personal Travel Consultant Self-employed however uses the Hays Travel Brand and selling systems.
PAX - Passenger A customer who is listed on a holiday booking.
PTC Lead Supported Members that are a part of Hays Travel however do not trade under our name and have leads given to them by the business.
RSM - Regional Sales Manager In charge of a selection of branches within a certain region.
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DSM - Divisional Sales Manager In charge of a selections of regions within the division,
VCC - Virtual Contact Centre Online support team who can take land bookings and support customers virtually.
CCC - Cruise Call Centre Online support team who can take cruise bookings and support customers virtually.
BM - Branch Manager In charge of a branch.
AM - Assistant Manager Second in charge of a branch.
Vista In house tour operator.
POM/POMG - Peace of Mind Our peace of mind guarantee ensures customers can amend a booking up to 14 days of the departure date.
TC - Travel Consultant They organise travel from the beginning to end, including tickets, accomodation and transportation.
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Call 0191 814 8004 socialmedia@hays-travel.co.uk
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