Director of Tour & Experiences

Job Purpose

The Tour Director of Tour and Experiences will oversee all tour and office operations for our small and growing walking tour agency. The role will be lead customer service and business representative. Job duties include expertise in systems creation and development to help increase the overall success of the company.

Key Responsibilities

Customer Service | Relationship Management

• Provide exceptional customer service for all tours and business operations
• Communicate daily with prospective customers, guests, and partnering pubs/breweries via phone and email
• Solve any post-tour issues with guests, partnering establishments, tour guides, etc. Office & Tour Operations

Operationally

• Develop revised workplace technology approaches for productivity improvement and innovation.
• Drive corporate governance measures.
• Ensure service benchmark requirements are met to maintain service quality.
• Establish travel operations processes in line with organization's strategies.
• Lead department's budgeting process to acquire funds for department's activities.
• Lead improvements to customer service experience.
• Lead resolution of escalated contractual issues with existing vendors.
• Lead resolutions of contractual issues.
• Lead technology application for improvements to productivity and innovation.
• Manage department's recruitment and retention efforts.
• Manage professional and career development of staff.
• Oversee department's budget use against departmental work plans.
• Oversee safety and health procedures and processes at vendor sites.
• Provide feedback to internal stakeholders on product and service offerings.
• Review disaster relief, incident and contingency guidelines.
• Review feedback for operational improvements and product development.
• Review performance of existing vendors to feedback to internal stakeholders for contract renewals.
• Review regulatory compliance requirements of tour operations including visa and immunization requirements.