Ground Operations Manager

Ground Operations Manager
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London
This role requires a strong presence in London, where our daily tours operate. Therefore, the successful candidate must be based in London.
About Us:
Walks and Devour are global leaders in the tours and activities industry, part of the City Experiences family. We're not your average company. We're a passionate, curious team of travel enthusiasts dedicated to creating unforgettable experiences.
Join us in shaping the future of tours and activities. We're seeking smart and ambitious individuals who want to be part of something fast-paced and exciting. With us, you'll have room to grow and develop. Our culture is laid-back yet professional, fostering a collaborative and approachable environment.
If you're ready for a new challenge in the world of tours and activities, we'd love to receive your application.
About You:
We are looking for a Ground Operations Manager who is a dynamic and performance-oriented professional. Our ideal candidate is self-starting, flexible, collaborative, and highly organized. This role requires a sharp eye for detail and the ability for out of the box thinking and problem-solving. A passion for London, travel, food, and culture is a must. People oriented, familiar with feedback and coaching techniques, with strong public speaking skills.
As Ground Operations Manager you will be a key strategic leader in the market by managing the guide and coordinator team as well as ensuring ground operations runs smoothly.
This is a dynamic and exciting role in the fast-paced world of tourism operations with plenty to learn as a key part of an international team.
Responsibilities:
Guide Management
Lead the recruitment, onboarding, and training initiatives for our guide team.
Guide 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
Oversee guide scheduling, ensuring optimal coverage and support where necessary.
Foster guide communications and performance management, including quality evaluations and coaching
Responsible for guide invoicing, reimbursements, and approvals.
Update and maintain all relevant guide documentation and agreements.
Ground Operations & Market Performance:
Ensure day-to-day operations run efficiently and smoothly, collaborate with all teams to streamline and improve procedures
Monthly & Quarterly Reporting: work with the Product & Operations Manager to provide reporting to leadership & other business units as needed
Collaborate with Product & Operations Manager to meet goals for the market
Oversee procurement and distribution of materials and branding.
Responsible for ensuring we are tracking and managing efficiently ground cash, ticket procurement/distribution, ground payments/reconciliations
Work hand in hand with the in destination and central teams to maintain and improve overall tour quality as well as ensuring seamless integration with new tours or tour changes, providing valuable insights from the ground operations perspective
Provide workflow support and escalations for emergencies and cover in-destination staff responsibilities when needed.
First responder for major disruptions on the ground and works closely with in-destination team, guides, and central teams to find solutions for disruptions
Coordination Team Leadership:
Directly manage the Coordinator team, delegating responsibilities, projects, and tasks as the team grows
Oversee the recruitment and onboarding of coordinators as well as the coordinator scheduling and task distribution for optimal staffing.
Manage and engage the Coordinator team, providing training, communications, support, evaluations, and quality assurance
Handle payments and refunds, ensuring accurate and timely invoicing for collaborators and coordinators.
Ensure all relevant coordinator documentation, including procedures and guidelines are up to date
Skills & Experience
Experience! Ideally 3+ years of experience in operations in tourism or a similar field. We’re looking for experience in hiring, training, coaching, and managing people, operations management, and extra points for product development
Excellent organizational skills (time management, priority management), leadership skills and people management skills
Professionally efficient in all forms of communication
Proactive problem-solving ability and strong attention to detail
Strong technical skills and curiosity; the ability to learn multiple systems in a fast-paced environment
Experience with Microsoft Suite (especially Excel), Tableau, Asana is a plus