Operations Manager

Reports to: General Manager

Mission

Manage a team of respected tour guides and drivers who ensure our guests build fantastic, memorable experiences on their visit to the Rockies.

Overview

You are responsible for the operations team and ensure they deliver our sightseeing tours, on-trail activities, multi-day tours, and transfer services in a safe, fun, and informative manner. You foster a culture of ongoing learning especially for story-telling ability and interpretive guiding skills and help to develop new content and tours when needed. You are the primary link to the company and its culture for the operations team because they work independently and offsite. You are a leader in the company, working with a team of managers, set a positive example, and are visible to your team. You work closely with the reservations manager and the shop/fleet manager to meet demand and deliver our services.

Term

This is a full-time, permanent position based in Banff, Alberta. Weekend work is required with days off mid week.

Desired Skills & Experience

The ideal candidate will possess the following knowledge, skills and abilities:

  • Diplomacy and interpersonal skills
  • Proficiency with online tools and software
  • Ability to teach, mentor, and lead by example
  • Problem solving & troubleshooting mindset
  • Class 4 Licence (preferred)

Core Responsibilities

  • Tour quality (Safe, fun, informative)
  • Tour commentary (Story-telling, Interpretation)
  • Group management
  • Vehicle training, driver training
  • Compliance to company Safety and Maintenance Policy
  • Daily operations support and emergency assistance
  • Team performance
  • Nurture guide skill growth
  • Create in house learning opportunities
  • Team meetings, performance reviews, tour evaluations, 1-1s
  • Administration & support
  • Emergency support contact
  • Scheduling
  • Equipment inventory and tour supplies/consumables
  • Payroll

Other Responsibilities

  • Deliver transfer services and/or guide tours as needed
  • As required by owners, business demands

Key Relationships

  • General Manager: direct report
  • Reservations Manager: tour capacity, service concerns
  • Shop Manager: reporting vehicle concerns, vehicle operator training

Reporting

  • Guides credentials grid (monthly)
  • Performance reviews (as happens)
  • Guide payroll hours summary (per payroll)

Key Tools

  • Geotab (telematics)
  • Humanity (scheduling)
  • Ventrata (reservations system)
  • Payworks (payroll system)

Work Perks

  • Company events
  • Dental care
  • Extended health care
  • Life insurance
  • On-site parking

Salary

From $55,000 per year.

Application

Please contact [email protected]. We thank you for your interest in working with Discover Banff Tours, however only those selected for an interview will be contacted.