Tour Operations Supervisor

Key Responsibilities:

The Tour Operations Supervisor shall cover a wide range of job duties:

• Tour Coordination & Guiding: Plan, organize, and guide a variety of tours, including cultural and adventure experiences (e.g., snowmobiling, ice fishing, Aurora viewing, snowshoeing, cultural experiences with Indigenous communities). Act as a knowledgeable and engaging tour guide, providing rich, insightful experiences to clients.
• Customer Service Excellence: Ensure exceptional service delivery before, during, and after tours. Handle escalated customer service issues and resolve conflicts while maintaining a high level of customer satisfaction.
• Stakeholder Management: Foster and maintain strong relationships with local partners, including accommodation providers, venue operators, industry partners, and e-commerce businesses. Negotiate contracts and ensure service standards are met.
• Safety Compliance: Oversee safety protocols and regulations for all tours, ensuring strict adherence to safety standards and conducting regular safety checks and briefings.
• Operational Reporting: Prepare reports on tour operations, including incident reports, financial summaries, team performance, and customer feedback. Provide recommendations for continuous improvement.
• Staff Training & Development: Support in the recruitment, training, and ongoing development of Tour Operations Agents. Implement best practices and ensure the team is always well-equipped to perform their roles efficiently.
• Process Improvement: Continuously monitor tour operations and suggest improvements in workflows, customer engagement, and logistics management to enhance overall efficiency and service quality.
• Marketing Collaboration: Work closely with marketing teams to promote the Asia-specific tour packages and contribute content ideas for promotional materials.

Qualifications:

• Educational Background: Bachelor's degree, preferably related to tourism, hospitality, or business operations.
• Experience: Minimum of 1-3 years of experience in tour operations or related fields. Previous supervisory experience is highly preferred. Experience as a tour guide is essential.
• Tour Guide Certification: Relevant certifications or experience as a professional tour guide, with the ability to deliver engaging, informative, and entertaining tours.
• Language Skills: Fluent in English; fluency in Cantonese and Mandarin is highly desirable.
• Leadership Skills: Strong leadership and team management skills, with the ability to motivate, train, and guide a diverse team.
• Analytical & Problem-Solving Abilities: Strong strategic thinking, problem-solving, and analytical skills. Ability to identify challenges and proactively find solutions.
• Software Proficiency: Proficient in using tour operations software, Microsoft Office Suite (Excel, Word, PowerPoint), and CRM tools. Experience with digital marketing platforms is an asset.
• Communication Skills: Excellent communication and interpersonal skills, both written and verbal.
• Attention to Detail: Strong attention to detail with excellent organizational and time-management skills, particularly in fast-paced environments.
• Flexibility & Adaptability: Ability to adapt to rapidly changing circumstances and handle competing priorities with ease.

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• Company events
• On-site parking
• Paid time off

Ability to commute/relocate:

• Yellowknife, NT: reliably commute or plan to relocate before starting work (preferred)

Experience:

• Tour Guiding: 2 years (required)

Language:

• Japanese (preferred)
• English, Mandarin, Cantonese (preferred)

Willingness to travel:

• 100% (preferred)

Work Location: In person