Tusayan Operations Supervisor - Pink Adventure Tours

POSITION SUMMARY:

Supports the General Manager (GM) in actively leading the daily activities of the Customer Service and Tour Guide teams to ensure company guidelines are followed and customer experience is maximized.

Essential Duties & Responsibilities

• Works with the GM to oversee the day-to-day operations and activities of all employees to ensure quality operations, service, safe vehicles and driving practices, and exceptional customer service from all personnel.
• Ensure guides are following, and we are compliant with the Driver Procedure Manual, SMITH Driver Trainings, DOT regulations, and Park Service regulations
• Models and ensures all safety procedures and safe work practices are being followed to ensure a safe work environment for our employees and safe tour experience for our guests
• Assists with group/special events to ensure service exceeds expectations & objectives
• Work with GM and Human Resources (HR) for guidance and assistance in all people practices (hiring, payroll, time and attendance, performance reviews, counseling and corrective action) to ensure best practices and policies are being followed in a consistent and fair manner.
• Train and mentor the Customer Service team to ensure a high level of customer service, sales, and operational efficiencies
• Provide leadership to the Guide Team to ensure guide operations and tour quality meets/exceeds expectations
• Support the GM in maintaining a positive ongoing relationship with the partnering and permitting agencies such as US Forest Service/National Parks Service and other essential partners for our business continuation and development
• Assists GM with Employee Housing support (maintenance requests, new employee check-ins and departures)
• Collaborate with Operations departments across company locations to establish continuous improvement and best practices
• Serves as Manager on Duty (MOD) as schedule requires
• Performs work as a CSR and/or Tour Guide during peak business periods or as needed due to staffing shortages or unplanned absences

Qualifications & Experience

• Prior leadership experience with the ability to: lead, motivate, organize, and prioritize in a positive and productive manner
• Experience in travel, tourism, or hospitality
• College degree preferred
• Proficiency in MS Word, Excel, Outlook, Gmail, and PowerPoint
• CIG certification within first year
• SMITH Driver certification before driving company vehicles
• First Aid/CPR certification
• Excellent customer service and communication skills
• Effective time management, prioritization and multi-tasking capabilities
• Good judgment and problem-solving skills
• Excellent organizational and administrative skills
• Excellent interpersonal and people skills; high level of integrity with the ability to handle sensitive and confidential information in a professional manner

Essential Physical Requirements

• This is a combination of management, administrative, and field/PR work where travel and meeting with business partners, hotels, government agencies, etc. is required to build relationships and the business
• Must have vehicle for travel
• Ability to use computers, phone systems, calculators, copiers, and general office equipment
• This position will involve sitting for travel ad office work, walking, and ability to move around the office to perform duties, reach overhead, bend, push, pull, and lift up to 30 lbs.
• Meet physical and DOT requirements necessary for training tour guides and conducting tours