Job Description

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