Job Overview
We are seeking a dynamic and energetic Assistant Tour Manager to join our vibrant team. In this role, you will support the Tour Manager in coordinating and overseeing all aspects of tour operations, ensuring seamless execution from start to finish. Your leadership skills and passion for hospitality will help create memorable journeys for our guests while maintaining high standards of safety, service, and operational efficiency.
Responsibilities
Guest Experience and Operational Efficiency Duties:
- Maintains a highly visible presence throughout the estate by actively walking the operation and observing guest and staff interactions.
- Maintains ongoing facility cleanliness and appearance to ensure a clean and inviting environment for guests.
- Performs opening and closing procedures as part of the Manager on Duty program.
- Owns the daily execution and supports operational readiness of all tour operations. Makes day-to-day operational decisions that benefit guests, staff, and the demands of the business.
- Ensures guests' needs and concerns are responded to in a timely, professional, and friendly manner, focusing on service recovery.
Team Development Duties:
- Assists with recruiting, interviewing, and training of all new hires or promotions with the Department Manager for peak and non-peak seasons.
- Communicates and reinforces new operational initiatives to be carried out by Tour Leads and Guides.
- Supports Tour Manager in the coding of payroll labor for Tour Leads and Tour Guides.
- Customarily and regularly exercises discretion and independent judgment only under general supervision.
Supervisory Duties:
- Observes and recognizes when any employee needs additional training or suppport and provides immediate coaching when operational standards are not met.
- Holds direct reports accountable for each deliverable's performance and quality, including punctuality and attendance and ensuring that they are timely, complete, and up to company standards and ensuring the Company's core values are upheld.
- Manages employee performance quarterly that takes a collaborative approach to employee development. Administers additional training and issues progressive discipline when appropriate.
- Monitors and consistently enforces all meal and rest break policies for staff by ensuring compliance with state and federal laws. Audits employee timekeeping records for accuracy and ensures that meal and rest breaks are taken in a timely manner per company policy. Schedules meal breaks when appropriate.
- Ensure that department policies and procedures and company standard operating procedures are followed by partnering with Human Resources and other business units. Ensure that discipline is applied in accordance with company policies.
- Responsible for all aspects of the safe operation of tour operations, including regulatory training and compliance, incident reporting, and reviewing incident reports and safety notes in partnership with Human Resources and management.
Competencies: To perform the job successfully, an individual should demonstrate the following:
- Supervisory Skills – Motivates employees to attain peak performance daily, upholds company standards by consistently praising excellent performance publicly, and addressing performance issues privately, focusing on the problem without personal attacks.
- Leadership – Exhibits confidence in self and others, inspires and motivates others to perform well; effectively influences others' actions and opinions, accepts feedback from others, gives appropriate recognition to others, identifies employees with potential, and invests time and energy in developing talent.
- Strategic Thinking – Focuses on creating a better future for the organization; prioritizes work performed by the level of importance and adds value through the accomplishment of high payoff results.
- Cost Management – Controls cost through economical utilization of personnel, materials, and equipment, determines how budgets will be spent to get the work done, and accounts for all decisions and expenditures.
- Job Knowledge and Technical Skills – Thoroughly understands all aspects of the job; upholds company standards of ethical operations by ensuring compliance with all federal, state, and local regulations; possesses the practical hands-on experience, needs some direction, drives to build a knowledge base and improve professional skills continuously.
- Productivity and Dependability – Meets schedules, deadlines, and productivity standards; completes tasks on time or notifies the appropriate person with an alternate plan, strives to exceed productivity standards by completing work promptly, prioritizes workloads, attains needed resources, and execute a strategy that optimized results.
- Communication – Speaks clearly and persuasively in all situations, listens without interrupting and seeks clarification, responds well to questions, and writes in an informative and professional manner.
- Customer Service – Manages difficult or emotional customer situations; promptly responds to customer needs; solicits customer feedback to improve service; promptly responds to requests for service and assistance; meets commitments.
- Teamwork – Works effectively with others; balances the team's needs and those of the individual; gives and welcomes feedback.
- Judgment and Problem Solving – Gathers and analyzes information skillfully using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems; identifies and resolves issues promptly; considers relative costs and benefits of potential actions to choose the most appropriate one; uses reason when dealing with emotional topics.
- Professionalism and Interpersonal Skills – Treats others with respect and consideration regardless of their status or position, tactfully approaches others, focuses on solving conflict without blame, maintains confidentiality, accepts responsibility for own actions, follows through on commitments, remains open to others' ideas and tries new things.
- Adaptability – Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation, copes well with frequent changes, delays, or unexpected events.
- Stress Management – Reacts and responds well under pressure; keeps emotions under control; successfully copes with demands from superiors, subordinates, and peers.
- Initiative – Displays the desire to volunteer readily and undertake self-development activities by seeking increased responsibilities, sets and achieves challenging goals while demonstrating persistence in overcoming obstacles, measures self against excellence standards while asking for and offering help when needed.
- Innovation – Displays original thinking and creativity, meets challenges with resourcefulness, generates suggestions for improving work, develops innovative approaches and ideas, presents ideas and information in a manner that gets others' attention
Qualifications: Successful individuals who perform the responsibilities of this position must perform their essential duties satisfactorily. The requirements listed below represent the knowledge, skill, and abilities required. Reasonable accommodations may be made to assist individuals with disabilities in performing the functions required of the position.
- Education:
- Required: High school diploma or general education degree (GED).
- Preferred: Associate degree or equivalent from two-year college or technical school.
- Experience:
- Required: Minimum of one to two years of training and supervisory experience with large teams in a high-volume attraction, theme park, or hospitality environment.
- Availability: Must have full availability including nights, weekends, and holidays.
- Language Skills: Must possess the ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Writes reports, business correspondences, and procedure manuals. Effectively responds and presents information from questions to managers, groups of managers, clients, customers, or the general public.
- Mathematical Skills: Must have the ability to work with mathematical concepts such as probability and statistical inference and fundamentals of plane and solid geometry and trigonometry while applying fractions, percentages, ratios, and proportions to practical situations.
- Reasoning Ability: Must possess the ability to define problems, collect data, establish facts, and draw valid conclusions while interpreting various technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- Business Acumen: Must understand the business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.
- Computer Skills: Must have knowledge of Internet software and Microsoft Suite of Products.
Pay: $70,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
