Operations Supervisor
Pay: From $55,000.00 per year
Job Description
Gray Line Orlando is seeking a dependable, organized, and motivated Operations Supervisor to oversee the daily operation of our sightseeing tours, reservations, and attraction bookings throughout Central Florida.
This is a hands-on leadership position responsible for ensuring the smooth day-to-day operation of our reservations office and tour logistics while assisting the Operations Director with the overall management of the business. The Operations Supervisor will serve as the Operations Director's deputy, assuming operational leadership and decision-making responsibilities during the Director's absence.
We help visitors from around the world experience destinations such as Kennedy Space Center, Clearwater Beach, St. Augustine, airboat adventures, and many of Florida's top attractions. This position plays a critical role in delivering exceptional guest experiences while supporting our office staff, tour guides, drivers, and travel partners.
You will be part of a small, professional operations team coordinating daily sightseeing tours and reservations for visitors exploring Orlando and Central Florida.
Schedule (Please Read Before Applying)
Tour operations run 7 days a week, so this position includes early morning shifts and weekend rotations.
Team members work 5 days per week on a 3-week rotating schedule.
Shifts rotate between:
- Early Shift: Typically 5:30 AM or 6:30 AM start, finishing mid-afternoon.
- Late Shift: 11:00 AM – 8:00 PM.
Weekend Rotation:
- Over a 3-week cycle, team members work 4 weekend days total.
- On two weekends, you work one day (Saturday or Sunday).
- On one weekend, you work both Saturday and Sunday.
Applicants must be comfortable starting work as early as 5:30 AM when scheduled and participating in the rotating weekend schedule.
Key Responsibilities
- Supervise the daily operations of the reservations and tour operations department.
- Assist the Operations Director with the planning, coordination, and management of daily operations.
- Act as the Operations Director's deputy, providing leadership and operational oversight during the Director's absence.
- Support and assist with staff scheduling, workflow coordination, and daily operational priorities.
- Help train, mentor, and support operations team members while promoting excellent customer service.
- Monitor daily tour operations to ensure tours depart on time and operate efficiently.
- Answer incoming customer calls and assist guests booking sightseeing tours.
- Respond to reservations and customer service emails.
- Process attraction ticket reservations, including theme parks, dinner shows, sporting events, and other experiences.
- Maintain ticket inventory and reservation records.
- Prepare daily tour manifests and hotel pickup schedules for tour guides and drivers.
- Coordinate hotel pickups and daily tour logistics.
- Communicate with local attraction partners, transportation providers, and reseller travel companies.
- Assist guests with tour confirmations, changes, and general inquiries.
- Help resolve operational issues quickly and professionally while maintaining a high level of guest satisfaction.
- Ensure smooth daily operations across all Gray Line Orlando sightseeing tours.
- Recommend improvements to operational procedures and help implement best practices.
Requirements
- Previous supervisory, team lead, or operations experience preferred.
- Strong leadership, organizational, and problem-solving skills.
- Excellent customer service and communication skills.
- Comfortable communicating with customers by phone and email.
- Ability to multitask and remain calm in a fast-paced environment.
- Reliable, punctual, and flexible, especially for early morning shifts.
- Strong computer skills, including email, reservation systems, and spreadsheets.
- Ability to work independently while leading a small team.
- Hospitality, tourism, transportation, attractions, or guest service experience is highly preferred.
- Foreign language skills are appreciated but not required, as we welcome guests from around the world.
About Gray Line Orlando
Gray Line Orlando is a locally operated sightseeing tour company and part of Gray Line Worldwide, one of the world's most recognized sightseeing brands. For more than 100 years, Gray Line has delivered unforgettable travel experiences across more than 700 destinations worldwide.
Originally established as Gator Tours in 1993, Gray Line Orlando has been a leader in Central Florida sightseeing for more than 30 years. We specialize in day tours to Kennedy Space Center, Clearwater Beach, St. Augustine, Orlando city tours, airboat adventures, and many other popular attractions. We also serve as a major reseller of Florida attraction tickets, partnering with many of the state's leading attractions.
Location
This is an in-person, office-based position located near International Drive in Orlando, Florida.
Why Join Our Team?
- Starting salary from $55,000 per year.
- Leadership opportunity with room for advancement.
- Work in the exciting travel and tourism industry.
- Become a key member of a supportive, professional operations team.
- Diverse, fast-paced work with no two days alike.
- Opportunity to work closely with senior leadership and contribute to the continued growth of the company.
- Learn about Orlando's world-famous attractions and sightseeing experiences.
If you are an organized leader who enjoys operations, customer service, and helping deliver outstanding guest experiences, we'd love to hear from you.
Pay: From $55,000.00 per year
Benefits:
Work Location: In person
