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 diverse teams in a fast-paced, customer-focused environment
3. Operational & Logistical Skills
Experience with route planning, scheduling, and dispatch coordination
Proficient in using scheduling or operations software (e.g. Humanity)
Familiarity with fleet management, vehicle maintenance planning, and compliance with local transportation regulations
4. Customer Service Orientation
Demonstrated commitment to exceptional guest experiences
Ability to resolve service issues with professionalism and urgency
5. Analytical & Financial Competence
Skilled in analyzing operational data to improve efficiency and reduce costs
Budgeting and resource allocation experience considered an asset
6. Regulatory Knowledge
Understanding of health and safety regulations, WorkSafeBC compliance, and transportation industry standards
Class 1, 2, or 4 driver's license with air brake endorsement required
7. Technology & Software
Proficient with Microsoft Office Suite (Excel, Word, Outlook)
Familiarity with CRM, booking, or dispatch systems preferred
8. Flexibility & Availability
Willingness to work flexible hours, including weekends, holidays, or early mornings, based on operational needs
Comfortable working in both office and field environments
The People: Interactions
Reports to the General Manager
Direct reports: Operations Coordinators, all Tour Guides, Shuttle Drivers, Meet & Greeters, Vehicle Detailers
Key internal interactions include Fleet Manager and Reservations Manager
Key external interactions include tourism community contacts, customers, potential customers, and suppliers
Job Type: Full-time
Pay: From $63,000.00 per year
Benefits:
Company events
Dental care
Extended health care
Life insurance
Paid time off
RRSP match
Schedule:
Day shift
Evening shift
Holidays
Monday to Friday
Weekends as needed
Education:
Secondary School (preferred)
Experience:
management: 3 years (preferred)
Licence/Certification:
Class 1, 2 or 4 Driver's License with air brake endorsment (preferred)
Work Location: In person
Application deadline: 2025-06-07
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