The Team Leader role brings focus and consistency to the effective leading, coaching and managing of front line staff. The responsibility of the position encompasses a diverse range of operational duties. The successful candidate will obtain an opportunity for career growth and professional development.
I. PURPOSE
To ensure tours are dispatched and executed in the most efficient manner possible and to provide support to the guides and reservations staff. The role supports company direction while leading, coaching and motivating a team of tour guides, luggage handlers and reservation agents.
II. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Performs office opening and closing function
Coordinates all tours by assigning buses to scheduled guides
Ensures tour guides and office staff adhere to company policies, including lateness, dress code and enforcing consequences in the absence of a manager
Performs hotel splits in a fair and equitable manner and in a timely fashion
Maintains control of radios/telephones
Deals with bus related problems, including dead batteries, flat tires, etc.
Signs off on post trips; updates communication Log/checklist
Verifies buses have been checked for damage and cleanliness
Fact checking for guides on tour using the Internet, newspaper or Landsea Tours' library
Provides first level of support for tour guide problems and enquiries
Ensures personal safety of tour guides and guests by identifying any potential safety hazards and referring them to the Operations Manager
Ensures tour guides have all the information and documents needed to effectively operate tours
Updates checklists and make schedule adjustments
Ensures the assignment and return of all tour supplies
Completes tour summaries
Schedules preparations
Delegates duties to team members during slow periods
i) Teamwork and Team Leadership
Follows up on issues documented in Log Book
Provides coaching and mentoring to tour guides and reservations agents, helping to maximize their effectiveness and create a high performing team environment
Works with management staff to prevent and solve problems that may arise from working relationships amongst individual and/or teams
ii) Customer Service
Makes restaurant and other reservations on behalf of guests
Assists with overflow reservations calls
Assists tour guides with guests' requests
iii) Flexibility & Adaptability
Shows sensitivity to changing circumstances affecting the performance of the tour guides and reservations' staff and works with Operations Manager to address them
Actively considers and communicates alternative courses of action when routine procedures and practices are insufficient to resolve a situation
Demonstrates awareness of personal impact on others and works to capitalize on personal strengths and compensate for weakness and limitations
III. OTHER DUTIES AND RESPONSIBILITIES
Miscellaneous projects geared towards customer service and guest satisfaction
Various administrative duties
IV. THE PEOPLE AND INTERACTIONS
Reports to the Operations Manager
Key internal contacts include tour guides, reservations staff, bus washers, and mechanic
V. POSITION SPECIFICATIONS
i) Education and Experience
University/college degree/diploma in business or equivalent
Experience in the Tourism Industry
Minimum 1 year of Supervisory or Management experience
2 years experience working in a customer service environment
Small business operational experience an asset
ii) Skills and Skill Levels
Class 4 unrestricted drivers licence
Clean driving record
In-depth Vancouver, Victoria and Whistler knowledge
Excellent interpersonal, communication and active listening skills
Excellent verbal and written communication skills
Base understanding of the destination travel/tourism industry
Proven decision making ability
Organized and detail oriented with through follow-up skills
Advance MS Office skills: Word, Excel, Databases and Windows applications
Team oriented
iii) Effort
Consistent ability to maintain and promote a professional working environment
Ability to handle business growth and company changes
iv) Working Conditions and Environment
Office in Vancouver, BC
Vehicle inspections in warehouse
Shared office with departments
Shared Warehouse and office space with the Vancouver Trolley Co. (separate company and no affiliation with Landsea Tours)
We thank all candidates in advance, but only those selected for an interview will be contacted. No phone calls please.
|
tours@vancouvertours.com
