Job Description
ExperienceFirst is a guided tour operator in 7 cities. We carefully crafted tour experience with expert local guides who are passionate story tellers. We are “nice people”, and we take our work seriously and work hard and smart.
The Manager of Tour Guide Operations will define and oversee implementation of all activities related to the qualitative aspects of the tour guide role. To this end, he/she will manage all functions from hiring to quality control. He/she will work in partnership with the management to ensure there is a qualitative approach from a brand and experience perspective, which ultimately delivers sales and net profitability.
Roles and Responsibilities:
- Manage all hiring in conjunction with Human Resources and General Managers where applicable.
- Setting training standards, materials and updates at general company and tour/market specific levels.
- Manages tour guide handbook.
- Creates quality control mechanism to measure and monitor each guide, including, but not limited to, adherence to physical appearance, courteous treatment of guests, solutions for frequent on site issues (location mgmt/access issues, guest ticket issues, late guest arrivals) “Secret shopper” program, etc.
- Establish procedures to monitor and measure availability metrics.
- Establish and implement process for guide scheduling rationale, frequency and “guaranteed” schedules.
- Collaborate with Sr. Management on new tour rationale and best practices.
- Establishing process to incorporate new technology for enhanced tour experiences.
- Mange utilization of tour guides as content providers to support marketing initiatives.
- Ensure all our guide licenses are up to date.
- Ensuring tour content/scripts are up to date and relevant.
- Manage tour guide trainers.
- Annual reviews and bi-annual dialogues, along with performance improvement plans.
- Stay abreast of industry trends and apply where applicable.
- Conduct market research and competitor analysis in conjunction with area managers and executive team.
- Travel to industry trade shows as required and applicable to stay abreast of the industry trends at large.
- Conflict management and resolution.
- Oversee consumer reviews and identify strengths and weaknesses and adjust accordingly.
- Ensure professionalism with guests and colleagues.
Qualifications and Experience:
- An objective leader and manager who can lead a multi faceted staff.
- Minimum of 5-7 years of progressive responsibility in a related industry where delivering an experience to consumers is the core of the organization.
- Ideal candidate has a combination of the following skills: Tour guide, human resources and onsite guest relations experience.
- Goal-oriented and entrepreneurial mindset, coupled with a willingness to learn.
- Outstanding attention to detail in order to maximize opportunities.
- High standards in the delivery of the guest experience.
- Ability to create, administer and monitor policies and procedures.
- Bachelor’s degree in business administration, hospitality or a related field is a plus.
- Ability to multi-task and quickly adapt to changes in consumer behavior and the tourism market.
- Available to travel as needed.
Our office is conveniently located in the Financial District/Downtown Manhattan, across from Fulton Center subway hub. Casual attire. Competitive Compensation.
For consideration please apply at www.exp1.com/jobs/
About ExperienceFirst:
ExperienceFirst is a fast growing company with operating in 7 cities. We help guests make the most of their visit with award-winning tours, authentic experiences and the ability to leave the place better than when they came. More information can be found at www.exp1.com