Specialist, Regional Tour Operations (US)

About the Company

We are a well-established international tour operator serving primarily American and Canadian travelers, with decades of experience delivering high-quality, value-driven travel programs worldwide.

The Specialist, Regional Tour Operations is responsible for all aspects of land and cruise operations for Gate 1 tours in their assigned region (within USA, Canada, Mexico, Cuba). They report to the Regional Manager, Tour Operations and work with Product Development to create and continuously improve specific tour itineraries that meet regional and local service standards and timelines to achieve the highest guest satisfaction possible.

As principal owners of their trips, they are responsible for contracting sightseeing and meal services, and they supervise the tour managers and local representatives (on-road services) while the groups are traveling. This role requires the ability to work the graveyard shift matching US EST hours and ability to take after-hours rotational on-call.

Key Responsibilities

• Check the feasibility of new itineraries before they are posted on sale with Product Development. Provide feedback and suggestions on routing and timing. Where necessary, solicit and consolidate feedback from tour managers and partners.
• Create technical itineraries for all escorted programs in their portfolio. Manage technical itineraries and all other templates as the season unfolds.
• Review existing contracts and complete new service agreements as assigned.
• Check all contracts as part of the new season preparation, making sure all needed contracts and components are in place. Set up necessary procedures for reporting and prepayments.
• Monitor the performance of the ongoing trips, take corrective action where appropriate and provide necessary internal updates.
• Recruit, contract, and manage Local Guides.
• Supervise TMs in re-positioning flights to get to/from their tour assignments to meet company goals on efficiency and cost.
• Brief and debrief tour managers on the specifics of their trips and departures.
• Set up accounting for TM prior to each tour departure.
• Debrief Tour Managers and complete end of the Tour Accounting for each tour with the Tour Managers.
• Gather all necessary documents and receipts, plus TM Report to be saved in the system. Send TM debriefings to Accounts Payables for payment.
• Address quality improvement issues in season. Collect, collate, and distribute next season improvement ideas as part of the department improvement plan.
• Assist Customer Care with in-destination client complaints & post travel.
• First Emergency Contact for all Tour Managers, on a rotating coverage basis.
• Part of the on-call and crisis and management in destination team (InDest).
• Complete other assignments and projects as directed.

Preferred Skills

• Excellent communication and people management skills. Be persuasive, accountable, and create credibility and trust with peers and partners.
• Able to think conceptually, critically and problem solve. High degree of organization and attention to details. Understand principles and practices of organizations.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook, PowerPoint) required. Knowledge of the in-house operating system (Softrip STN) preferred.
• High degree of organization, attention to detail and ability to problem solve required.
• Ability to work in a team environment and relate well to a wide variety of personalities.
• Ability to participate in after-hours emergency coverage required (rotational.)
• Able to travel if needed.

Qualifications & Experience

• Strong demonstrable verbal and written English language skills are required to ensure accuracy in negotiations, contracts, and other business communications.
• 3+ years in operations or travel industry, potentially as an operations manager for group travel programs, is preferred.
• Bachelor's Degree or equivalent training and experience preferred.

Location & Travel

• On-site (Makati)
• Ability to work graveyard shift

Compensation

• Competitive compensation package commensurate with experience
• Travel benefits