Description
Aurora Village, the leading aurora-viewing tour operator in Yellowknife, is seeking a dedicated and experienced TOUR OPERATIONS MANAGER to oversee and manage all aspects of its tourist services. Aurora Village offers a comprehensive range of services, including nightly aurora-viewing tours (9 PM to 3 AM), airport pick-up and drop-off, city tours, daytime activities, winter clothing rentals, and more.
Position Overview: The Tour Operations Manager will be responsible for ensuring the seamless coordination and delivery of all guest services, maintaining the exceptional service quality Aurora Village is renowned for. This leadership role requires strong organizational and managerial skills to supervise and coordinate both office and tour staff effectively.
Key Responsibilities:
- Oversee and manage all aspects of tourist services and tour operations.
- Ensure high-quality service delivery for all guests.
- Manage and lead the office staff handling systems, reservations, documentation, tour desk, tour sales, and guest services.
- Manage the nightly Gift Shop during aurora-viewing tours.
- Supervise and coordinate the team of tour guides and staff executing all tour activities.
- Assign daily shifts for tour staff, buses, and drivers.
- Work flexible hours and remain on-call during tour operations.
- Handle human resources tasks, including hiring, training, and reviewing timesheets for payroll processing.
- Lead a team of approximately 30 tour staff and 12 regular bus drivers.
- Report directly to the President regarding all business matters.
- Communicate and coordinate with the Bus Shop Manager and Camp Manager.
- Act as Sales/Marketing Manager during the off-season.
Qualifications:
- Extensive knowledge and experience in the tourism sector.
- Experience in the Asian tourism market is an asset.
- Fluency in an East Asian language is an asset.
- Proven experience in staff management.
If you are passionate about delivering exceptional guest experiences and have the skills to lead a dynamic team, we invite you to apply for the Tour Operations Manager position at Aurora Village.