Operations Manager

**Landsea Tours**

**OPERATIONS MANAGER**
- **The Purpose**_

To lead the daily operations of the company in a way that meets or exceeds customer expectations, while enhancing company profitability, and work satisfaction for all.
- **The Path**_

**1. Operations Management**
- Implements operational procedures that allow for smooth execution of tour logistics._
- Directs and supervises the work of Operations Coordinators in allocating buses, hotel splits, and performing dispatch functions
- Schedules Tour Guides and Shuttle Drivers for both tour duty and holiday time; monitors tour guide morale for signs of overwork, stress, or excess fatigue and takes measures to adjust the schedule accordingly
- Ensures Tour Guides have all the information and supplies needed to effectively operate and document tour activity, such as equipment in working order, park passes, BC Ferries reservations, weather and road reports, and unusual events that impact tours on any given day
- Ensures personal safety of Tour Guides and guests by identifying any potential safety hazards and takes corrective action when needed
- Oversees the work of Meet & Greeters and Vehicle Detailers to ensure timely guest receptions, professional appearance, and consistent cleanliness and readiness for tours
- Assists with daily and routine fleet management responsibilities working with Head Mechanic / Fleet Supervisor to ensure buses are kept in excellent working order, and that their appearance and cleanliness is of the highest standards

**2. Teamwork and Team Leadership**
- Provides leadership to the Tour Guide team. Actively contributes as a member of the management team; works collaboratively with the management team to achieve operational excellence._
- Provides direction to the Tour Guides to maximize their effectiveness and create a highly functioning team environment
- Actively supports the successful functioning and self-direction of all LST teams; promotes individual initiative in decision making and sense of control over the work
- Works with other managers to prevent and solve problems which may arise from working relationships among individuals and/or teams

**3. Selects and Develops Key Talent**
- Recruits and retains operations employees with the intent to foster their learning, development and growth with the company._
- Works with the management team to recruit and select Operations Coordinators, Tour Guides, Shuttle Drivers, Meet & Greeters and Detailers during the seasonal hiring campaign; ensures guide staffing and mechanical assistance is sufficient to meet the needs of the peak summer period
- Works with the management team to provide regular performance feedback to the Operations Employees; meets at least once per year on an individual basis to provide a formal performance assessment

**4. Customer Service Orientation**:

- Focus on helping and serving others, both internally and externally._
- Works with Tour Guides to follow through on customer inquiries, requests, and complaints to the satisfaction of the customer; corrects customer service issues as they arise
- Maximizes the use of technology and technological solutions to increase efficiency and effectiveness of tour guides and to maximize customer service; works with the President to identify and implement proposed solutions

**5. Relationship Building**
- Acts to develop and maintain a network of contacts with people who provide a pipeline of business, referrals and information that enhance the success of the company._
- Works with the management team to assess feedback from hotels, concierges, and the tourism community about Landsea’s products
- Establishes and maintains working relationships with company suppliers and professional contacts as they relate to tour operations

**6. Flexibility and Adaptability**
- Adapt to and work effectively with a variety of situations, individuals or groups._
- Shows sensitivity to changing business demands and adapts personal behavior to respond appropriately during peak periods, or crises
- Actively considers and communicates alternative courses of action when routine procedures and practices are insufficient to resolve a situation
- Supports others through transitions that result from significant changes in the organization
- Demonstrates awareness of personal impact on others and works to capitalize on personal strengths and compensate for weaknesses and limits
- **Qualifications**_

**1. Education & Experience**
- Bachelor’s degree in Business Administration, Tourism Management, Logistics, or a related field (or equivalent work experience)
- Minimum 3-5 years of experience in operations management, preferably in the tourism, hospitality, or transportation sectors
- Proven experience in leading teams and managing complex day-to-day operations

**2. Leadership & Communication**
- Strong leadership, organizational, and decision-making abilities
- Excellent verbal and written communication skills
- Ability to manage and motivate di