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Ground Operations Manager

2 months ago

London, Greater London, United Kingdom Walks Full time
About Us

Walks and Devour is a global leader in the tours and activities industry, part of the City Experiences family. We're a passionate, curious team of travel enthusiasts dedicated to creating unforgettable experiences.

Job Description

Ground Operations Manager

This role requires a strong presence in London, where our daily tours operate. Therefore, the successful candidate must be based in London.

We're seeking a dynamic and performance-oriented professional to manage the guide and coordinator team, ensuring ground operations run smoothly. The ideal candidate is self-starting, flexible, collaborative, and highly organized, with a passion for London, travel, food, and culture.

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
    Requirements
    • 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