Regional Operations Manager - Central America & Caribbean

at  G Adventures

About Us
G Adventures is the world’s largest small-group adventure travel company and we’ve been making epic travel memories happen on all seven continents for over 30 years.
Our mission is simple: to change lives through travel. And not just our travelers’ either. Since day one, our tours have been built to establish meaningful relationships with local communities, directly benefiting the people and places we visit at every step of our tours.
With the demand for travel coming back strong, we are set up and excited for this next chapter in our company’s story — and we’d love for you to be a part of it.
Our DNA revolves around building, nurturing, and developing a diverse culture of people and a true sense of belonging, where everyone is encouraged to bring their authentic self to work each and every day. You’ll have the opportunity to grow your career, and yourself, alongside a passionate, talented, and welcoming community that works hard to spread goodness around the world.
If all that sounds like your kind of thing, well, we can’t wait for you to join us.
About the role:
Manage day-to-day tour operations throughout the Central America & Caribbean region, to ensure a high level of performance and sustainable growth in the region. This role is ultimately responsible for overall Traveler satisfaction and well-being, acting as a link between brand offices, the local office, CEOs (Tour Leaders), service suppliers, and all other company representatives. Excellent leadership skills, product & destination knowledge, customer service, teamwork and communication skills are key to the success of this role.
What you’ll be doing:

Leadership

• Leadership, development and management of the Operations staff and Field Staff Management.
• Development of a strong company culture in staff, suppliers, travelers, and the greater community.
• Integrate and promote G Adventures Core Values through all aspects of the organization
• Create a culture of Collaboration and Innovation through ongoing training/brainstorming sessions and meetings with Operations Staff, CEOs, and suppliers based on need.
• Overall supervision of Field Staff Management team in charge scheduling, recruitment and selection, coaching and training, KPI management, performance reviews and career development and retention of CEOs.
• Overarching responsibility for all Field Staff management including: payroll, accounts, reading and replying to comments, preparation of bonuses, CEO contracts, updating trip and welcome notes, managing CEO worker profiles, managing performance and undertaking regular 1:1 meetings, the CEO schedule, managing CEO Swag and work alongside Talent for CEO disciplinary actions.
• Facilitate communication between all team members and stakeholders. For example supervise Slack Trip Channel to make sure they are the first point of communication for all.
• Ensure all Team make best use possible of Technical Itineraries and use them as a communication tool with the CEOs.

Travelers

• Health and safety of travelers and tour staff.
• Traveler satisfaction equaling or exceeding Brand targets (review NPS at a regional level, but also at a trip level, brand level, product level…).
• Product quality control and complaint resolution: daily review of traveler feedback and action planning. Regular reporting to GM and involved stakeholders of actions taken.
• Coordinate and assist in ground support for logistical issues during trips and assume a lead role in Critical Incident Management (CIM) in the field, managing local emergency procedures as required, as well as
• Make sure emergency phone’s procedures are adequate, up to date, sustainable and provide the best support to our travelers.
• Work closely with Customer Solutions to investigate and resolve traveller’s post-tour complaints.

Multi-Brand

• Ensuring the G Adventures brand and other client brands are properly represented throughout the region.
• Development and Implementation of new and changed products as required by the corresponding Brand Product team.
• Develop efficient tour schedules to brand specs that meet commercial needs.
• Support new third party relationships and serve as operational lead.
• Support of all commercial efforts for any and all Brands.

Financial

• Identification and implementation of efficient improvements to operational processes, striving to save staff time and money, to run tour departures to budget and achieve budgeted gross margins for all tour products.
• Identify and implement savings to non-contracted services such as services paid directly on route by the CEOs. Work with the Finance team, to provide them with the best information to reconcile CEOs expenses and supplier invoices.
• Supervise the revalidation of services - ensuring the accuracy of budgets
• Develop and meet regional overhead budgets.

Commercial

• Identify local means to gain competitive commercial advantages.
• Support of all buying initiatives, identifying cost saving measures wherever possible.
• Work with Revenue management, product, the commercial team and any other stakeholder to predict growth of the region and ensure the region has all required resources to address such growth (staff, CEOs, processes…).
• Help identify ancillary revenues opportunities.
• Develop strong industry contacts and relationships & ensure that G Adventures is seen in a positive light in the business community.
• Formally join travel networks where appropriate.
• Embrace and promote change as the company launches new initiatives.

Desired Skills and Experience

Must Have:

• 5+ years of experience working in tourism operations
• 3+ years in management position in the travel industry
• Advanced English & Spanish language skills, both written and oral
• Advanced knowledge of Microsoft Excel and Word, Google Suite and use of social media
• Exceptional customer service and communication skills
• Superior Attention to detail
• Proven people management and project management experience
• Strong office administration, problem solving and organizational skills required.
• Training experience with a flexible and motivational approach.
• General business and corporate operational knowledge applicable to the Central America and Caribbean region
• Ability to manage a crisis and take responsibility for the safety of others.
• Ability to motivate, lead, and teach others within a team focused approach.
• Ability to work with a diverse group of departments with sensitivity.
• Ability to work in a fast moving & ever changing progressive team environment.
• Ability to travel throughout the region.

Nice to Have:

• Knowledge of G Adventures product in the region
• Vocational Qualification related to Travel & Tourism/Business

We thank all interested candidates; however only those chosen for an interview will be contacted.

QUALIFIED APPLICANTS MUST HOLD APPROPRIATE CITIZENSHIP OR DOCUMENTS PERMITTING THEM TO RESIDE AND WORK IN COSTA RICA*

What do we offer you?

• Competitive salary commensurate with the role
• Competitive benefits package
• Birthday day off
• Vacation time for you to recharge
• Enhanced Parental Leave
• Learning and growth opportunities
• Employee Resource Groups

Applicable based on location
G Adventures is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants.

Please refer the Job description for details