Tourism - Operations Manager

**OPERATIONS MANAGER** **Tourism Industry - International Inbound Tour Operator** **Based in Madrid - Spain but available and willing to spend 3 to 4 months in San Francisco - USA** **Full time (40 hours/week)** Go West Tours is a Receptive Tour Operator based in San Francisco, specialized in quality travel in United States of America & Canada. We customize products for Leisure and Incentive Groups, as well as individual clientele (FITs). These are sold only through travel professionals, such as Travel Agencies and Tour Operators. With over 30 years of experience and offices in three continents, we are now one of the most recognized Destination Management Companies and Tour Operators for the North American destinations. We are currently looking for a highly organized Operations Manager based in Madrid to join our Operations Department. The Operations Manager will share a co-working space 2 days a week with the rest of the team based in Madrid and will work the rest of the time remotely, except for 3 to 4 months, the Operations Manager will be working from our San Francisco office (between May and October - our high season). The Operations Manager will oversee and coordinate the day-to-day operations for our leisure groups on the road. You will need to ensure that all aspects of the business run smoothly, efficiently and profitably, and that customer satisfaction is maintained at all times. You will be in contact on a daily basis with our suppliers and tour directors making sure we provide the services in accordance to the contract with our final customers. You will also communicate and exchange technical information with our Product Development department. You should be able to resolve problematic situations efficiently and have excellent communication and organizational skills. There is a strong focus on the French speaking market for this position. Daily tasks will include: - Entering each detailed group itinerary with timing in our Access / SQL customized database - Making all necessary bookings & follow-ups until getting confirmed services - Finalizing files and preparing all the administrative paperwork to be given to the Tour Director before each departure - Ensuring excellent communication with Tour guides & Tour Leaders - Trouble shooting while groups are on the road: resolve problems & conflicts with providers - Constantly working at improving the tours (finding alternative ideas & suppliers within budget) - Ensuring that customer service is of the highest standard and that any customer complaints are handled promptly and effectively. - Making sure payments and refunds are handled properly - Developing and maintaining relationships with suppliers to ensure that the company has access to the best possible prices and services (restaurants, attractions, bus companies & tour directors) - Negotiating contracts with suppliers and ensuring that they are adhered to. - Possibly making briefing & de-briefing appointments with the Tour Director before & after each tour - Being on-call as required by tour schedules / evening shifts and week-end shifts - Overseeing and coordinating all aspects of Go west Tours’ operations, including managing the team, developing and implementing policies and procedures - Conducting regular performance reviews of staff and identifying training and development needs. - Ensuring that the company is fully compliant with all relevant health and safety regulations. We are a small business, this is a set guideline, but duties may vary upon what needs to be done. **Requirements & Qualifications** - Excellent organizational skills and attention to details - Excellent managerial skills - Fluent in French & English, other languages a plus - Strong written and oral communication skills in French and English - Strong understanding of the travel and tourism industry - minimum 5 years of experience - Strong ability to communicate effectively with staff, customers, and suppliers - Strong problem solving skills and ability to resolve conflicts - Ability to prioritize correctly and to work with tight deadlines - Ability to research efficiently, and at ease with basic computation - Thriving in multi-tasking, fast-pace dynamic environment - Good computer skills: MS Office (Word, Access, Excel, Outlook) - International cultural understanding - Knowledge of the USA & Canada destinations is a must - Able to spend 3 to 4 months per year in San Francisco (lodging with shared bathroom provided) - Hours may vary but ideally would be 12pm to 9pm - Madrid time (with one hour break) **Values** - Communication: "My communications are candid, effective, and respectful with good intentions." - Determination: "We believe in what we're doing and always finding a solution.” - Humility: "Check your ego at the door." - Growth Mindset: "There's always more to learn." - Ownership: "We roll up our sleeves, do the work, own the outcomes, and are proud of our work." - Passion "We're devoted to giving the