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Form of workSalary Range $65,000 - $70,000
Walks is seeking a hybrid Ground Operations Manager for our Businessoperation in San Francisco, CA.
About You:
We are looking for a Ground Operations Manager who is a strong, engaging, and performance-oriented professional. Our ideal candidate will be flexible, collaborative, self-starting and highly organized. This role will require a keen eye for detail and the propensity for dynamic and unique problem-solving. Key responsibilities of the role will be to ensure that the day-to-day operations of our San Francisco and Napa market run smoothly. This person must have high energy, a "can do attitude," and must also embody City Experiences' RESPECT Service System.
About the Opportunity:
As Ground Operations Manager you will be the active leader of our San Francisco and Napa market, working to build our San Francisco and Napa operations from the ground up and supporting and expanding our existing business in San Francisco and Napa. Aside from being heavily involved in the development and launch of our new walking tours, food tours, and day trips in the region, you will focus on the details and the customer-facing experience; recruiting and managing the right team of Guides and Coordinators; managing relationships with any external partners or suppliers; ensuring that our operations procedures line up with our needs on the ground and our central teams and leadership are well informed.
You will be the key decision-maker for the day-to-day running of your market, focused on the details to ensure that the vision of a tour lines up with the reality on the day. You will be the chief gatherer of feedback - from guides, partners, guests and personal experience. Working with the Central Ops Team you will remain up to date on the financial performance of each of our tours, trouble-shooting discrepancies in tour costs and brainstorming ways to improve.
The ideal candidate will have prior experience in tourism, preferably in tours & activities specifically, with bonus points for working with and managing a team of Tour Guides and for having Product Development experience. You should be excited to champion a team of hard workers that support our ever-expanding client base. It is important that you can draw from your own work experience and make observations to look for dynamic and efficient solutions to all issues that can arise from people management.
This role will be based in San Francisco and Napa and will be responsible for supporting our continued growth through developing and nourishing a network of Guides, Suppliers, and Coordinators. This is not a typical desk job; we expect you to be out and about at least half of the time, trialing new and existing products, meeting with suppliers and tour guides, networking and creating opportunities for growth. You would need to be available to work on a flexible schedule with the need to be present for off-schedule events and travel.
Essential Duties & Responsibilities:
Cross-team collaboration points:
Requirements & Qualifications:
About Us:
Walks is a leader in the tours and activities industry, offering unique and memorable travel experiences across the globe. Recently acquired by a major US-based travel group, City Experiences, Walks has joined forces with award-winning food tour operator Devour Tours with a shared mission to create amazing experiences for our guests. We are an innovative, ambitious, travel-loving team working within an environment that allows you to be a part of the larger picture and encourages your development. We strive for a culture that is laid back, but professional, allowing the ability to learn and collaborate in an approachable environment. Have questions? Ask them! Our diverse team is innovative, creative and dynamic. If you're an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.
The RESPECT Service Systemembodies City Experiences' mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.
City Experiences is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and or/harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military statue, disability (physical or mental) medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additional, City Experiences participates in the E-Verify program in certain locations.
We encourage qualified applicants with arrest and conviction records to apply.
Walks is seeking a hybrid Ground Operations Manager for our Businessoperation in San Francisco, CA.
About You:
We are looking for a Ground Operations Manager who is a strong, engaging, and performance-oriented professional. Our ideal candidate will be flexible, collaborative, self-starting and highly organized. This role will require a keen eye for detail and the propensity for dynamic and unique problem-solving. Key responsibilities of the role will be to ensure that the day-to-day operations of our San Francisco and Napa market run smoothly. This person must have high energy, a "can do attitude," and must also embody City Experiences' RESPECT Service System.
About the Opportunity:
As Ground Operations Manager you will be the active leader of our San Francisco and Napa market, working to build our San Francisco and Napa operations from the ground up and supporting and expanding our existing business in San Francisco and Napa. Aside from being heavily involved in the development and launch of our new walking tours, food tours, and day trips in the region, you will focus on the details and the customer-facing experience; recruiting and managing the right team of Guides and Coordinators; managing relationships with any external partners or suppliers; ensuring that our operations procedures line up with our needs on the ground and our central teams and leadership are well informed.
You will be the key decision-maker for the day-to-day running of your market, focused on the details to ensure that the vision of a tour lines up with the reality on the day. You will be the chief gatherer of feedback - from guides, partners, guests and personal experience. Working with the Central Ops Team you will remain up to date on the financial performance of each of our tours, trouble-shooting discrepancies in tour costs and brainstorming ways to improve.
The ideal candidate will have prior experience in tourism, preferably in tours & activities specifically, with bonus points for working with and managing a team of Tour Guides and for having Product Development experience. You should be excited to champion a team of hard workers that support our ever-expanding client base. It is important that you can draw from your own work experience and make observations to look for dynamic and efficient solutions to all issues that can arise from people management.
This role will be based in San Francisco and Napa and will be responsible for supporting our continued growth through developing and nourishing a network of Guides, Suppliers, and Coordinators. This is not a typical desk job; we expect you to be out and about at least half of the time, trialing new and existing products, meeting with suppliers and tour guides, networking and creating opportunities for growth. You would need to be available to work on a flexible schedule with the need to be present for off-schedule events and travel.
Essential Duties & Responsibilities:
- Product development and redevelopment, where product revisions are required or requested; offering feedback on new opportunities and providing product training for new operations, customer service or central staff
- Procedures & Documentation: develop and upkeep all relevant Guide& Product documentation
- Assume responsibility for the existing operation in San Francisco and Napa: managing the day-to-day operations and post-tour reconciliation
- Manage the working relationship with a wide range of partners such as sites, restaurants and other food tour vendors, transport suppliers, any other external partner/operator; including setting up agreements, negotiating rates and maintaining relationships
- Recruitment, onboarding, and training of guides & coordinators
- Guide and coordinator scheduling & optimal staffing: ensuring we have enough high-quality guides to meet demand
- Guide engagement: Interpret and apply global engagement strategy including the planning and execution of regular guide events
- Guide & Coordinator communications & support
- Ground Operations Quality: ensuring consistent quality of our Guide pool, through regular training, feedback and monitoring.
- Accounting: Guide and Vendor Invoicing and Cash & Ticket distribution and tracking, as well as any other expenses needed to run daily operations
- Carefully monitor and report on market performance and proactively strive to improve our margins, procedures, efficiencies and quality
- Material and Branding: procurement and distribution
- Workflow support for Operations team where volume requires
- Provide Ground support in case of emergency/need/high flux
Cross-team collaboration points:
- Central Operations Team
- Global Guide Department
- Leadership Team
Requirements & Qualifications:
- Minimum 3 years previous experience in tourism either in hiring, coaching, training and managing people or operations and product development
- Excellent organizational & people management skills
- Professionally efficient in all forms of communication
- Dependability, candor, strong work ethic, time management are all pre-requisites
- High attention to detail required
- Strong technical skills, and the ability to learn multiple systems in a fast-paced environment
- Fluency in English
- Familiarity with Microsoft suite, Asana, Slack desired
About Us:
Walks is a leader in the tours and activities industry, offering unique and memorable travel experiences across the globe. Recently acquired by a major US-based travel group, City Experiences, Walks has joined forces with award-winning food tour operator Devour Tours with a shared mission to create amazing experiences for our guests. We are an innovative, ambitious, travel-loving team working within an environment that allows you to be a part of the larger picture and encourages your development. We strive for a culture that is laid back, but professional, allowing the ability to learn and collaborate in an approachable environment. Have questions? Ask them! Our diverse team is innovative, creative and dynamic. If you're an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.
The RESPECT Service Systemembodies City Experiences' mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.
City Experiences is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and or/harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military statue, disability (physical or mental) medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additional, City Experiences participates in the E-Verify program in certain locations.
We encourage qualified applicants with arrest and conviction records to apply.
