Regional Operations Manager, Central America & Caribbean
About Us
Let’s go on an adventure together!
Hey there, we’re G Adventures. We’re one of the world’s leading small group travel companies, and we’ve always believed that travel isn’t just about where you go - it’s about how it changes you.
For the last 35 years, we’ve set out to do things differently. No cookie-cutter tours. No giant buses or cruise ships. And not to mention, as few selfie sticks as possible. Just real humans, travelling your heart out across the world with open minds and a non-stop desire to make our planet better, simply by exploring it.
At G Adventures, our DNA (or GNA, if you will) is built on belonging - where bringing your authentic self to work every day isn’t just accepted, it’s downright celebrated. For our office crew - you wanna rock a t-shirt with your dog’s face on it? We say go for it. For our Chief Experience Officers - you wanna hit the road and call some of the most epic places on Earth your home office? We love that - and we’ve got you. Wanna spend your days with people you genuinely like? Us too - and we’re pretty sure you’ll fit right in, wherever that is.
Now about that career of yours - this is the kind of place where you can spread your wings and truly grow into your role. The best part? You get to do it all alongside a passionate, freakishly talented, one-of-a-kind bunch excited to produce top-notch work and spread a ridiculous amount of goodness at the same time.
Feel like this could be the right fit? We think so too, and we’re already way too excited to meet you.
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 Total Rewards Package, including exclusive travel perks!
- Additional days off, including on your birthday!
- Vacation time for you to recharge
- Enhanced Parental Leave
- Meaningful Employee Recognition Program
- Learning and Growth Opportunities
- Employee Resource Groups
*Applicable based on location*
Artificial intelligence (AI) tools may be used to support the administrative processing of applications, such as organizing and formatting applicant information. AI is not used to screen, assess, or select applicants. All hiring decisions are made by our recruitment team.
G Adventures is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants.