Eastern Regional Manager

Company Overview Toonie Tours is a Canadian-wide tour company connecting travelers with passionate local guides who bring each city to life through meaningful stories and real experiences.

We offer
a variety of tours including walking, bike, e-scooter, and specialty experiences across major Canadian cities. Our mission is to provide genuine, unscripted introductions to each destination, helping guests feel confident, inspired, and connected from the moment they arrive. The Opportunity Toonie Tours is expanding and building a high-performing operation. This role is for someone who wants real ownership without corporate bureaucracy. You will be the Eastern Regional Manager—the person responsible for tour quality, day-of execution, and keeping the local operations tight. We have a locations in Toronto, Ottawa, Montreal and Quebec City that will be under your leadership. You will be accountable for day-to-day readiness in all locations including the tour guides, bike rentals/checkouts, opening/closing, cleanliness, and guest experience. This is not a “just guide tours” or "just rent bikes" role. You’re building the local standards with us. You will be an essential member of our leadership team. You’ll report to the COO and will be a trusted partner. You’ll help us solve problems, achieve great results, create synergy in our teams, and be bottom line focused. We will look to you as a winner in all respects. Your Background You're an experienced leader of teams. With several cities under your management and oversight, you've worked well in a cross-functional capacity. Be it retail operations, or the travel industry, you're used to being creative to find solutions which drive profitability. You've been resourceful at finding sales and new product opportunities, and are known to deliver and execute well. You're curious and appreciate efficiency. You've worked in a regional capacity and been accountable for multiple physical locations. You enjoy autonomy and don't need a lot of hand-holding. You are likely a bicycle enthusiast and enjoy being outdoors. You're comfortable being a Brand Ambassador and will represent us well with our guests and our partners. Your Mission Keep all location operating smoothly—so guests feel taken care of and the business performs. You will lead by example, coordinate issues quickly, and make sure the operation doesn’t rely on heroics. You'll travel in your own transportation to our locations. You are based in the Calgary flagship location and physically there constantly. What You’ll Own Tour Operations Lead
- Manage teams who ensure tours are staffed and run on time
- Oversee Sr. Guides who manage day-of issues (late guests, meeting point confusion, guide substitutions)
- Accountable for guide schedules and communication flow with HQ CS Desk and City contacts
- Oversee tour standards and training compliance Retail Locations
- Secondary Accountability
- Manage retail associates with their opening/closing procedures and daily readiness
- Direct guest-facing retail location

experience:
clean, organized, welcoming
- Optimize rentals workflow (check-out/check-in, guest questions, documentation)
- Coordinate simple inventory needs and supplies We Build Playbooks Together At Toonie Tours, everyone contributes to playbooks and training. Part of this role is documenting what works and turning it into checklists, templates, scripts, and SOPs—so the business improves every week, not just gets busier. Tools You’ll Use
- FareHarbor (schedule/guest lists)
- Google Workspace (basic docs/checklists)
- Internal chat (Google Chat/Slack)
- Guide schedule tools and contact lists
- Basic retail/rental tracking processes (we’ll train) Your Scorecard (How We Measure Success) Tour Execution
- Tours delivered as scheduled (coverage and reliability)
- On-time starts %
- Standards compliance (spot checks / coaching acceptance) Local Ops & Retail
- Location readiness (opening/closing done, clean, organized)
- Rental workflow compliance and guest experience
- Issues escalated early and handled within policy (no surprises) Team & Systems
- Training compliance for new guides
- Playbook contributions: SOPs/checklists/templates improvements submitted consistently You’ll Thrive Here If
- You’re a strong guide and naturally lead by example
- You stay calm and solve problems fast
- You’re organized and reliable—details don’t slip
- You’re resourceful and not entitled (you do what it takes)
- You like building systems and creating order
- You enjoy being the local standard in a growing market This Role Is Not For You If
- You only want to guide tours and avoid operational responsibility
- You dislike opening/closing responsibilities or basic retail readiness
- You struggle with punctuality and accountability
- You need constant direction to get moving
- You avoid documentation and systems

How to Apply
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