Tour Staff Specialist, Australia

at; Österreich; Hybrid; EUR 37 000 - 52 000; Vollzeit

Zusammenfassung

A leading travel company seeks a Tour Operations Manager in Brisbane to lead and support Tour Staff, ensuring the delivery of exceptional travel experiences in Australia and New Zealand. Responsibilities include recruitment, training, performance management, and logistical support for tours. The ideal candidate will have significant experience in the tourism industry, strong leadership skills, and the ability to foster a collaborative culture within the team. This hybrid role offers opportunities for career growth and travel.

Qualifikationen

• 2+ years of experience in the tourism industry.
• On-road tour leader and/or people leadership experience is strongly preferred.
• Ability and willingness to travel/train as needed.
• Familiarity with geography of Australia and New Zealand.
• Exceptional customer service and communication skills.

Aufgaben

• Lead and mentor Tour Staff to ensure effective operations.
• Manage Tour Staff recruitment and training processes.
• Support performance management and reporting for Tour Staff.
• Oversee administrative tasks for Tour Staff onboarding.
• Manage logistics and support for on-tour issues.

Kenntnisse

Customer service

Team leadership

Communication

Problem-solving

Organization

Tools

Google Suite

Jobbeschreibung

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. 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.

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 to hear from you!

Sneak Preview

Our Operations team is evolving and we are looking for our next superstar to join the team. If you are someone who loves organisation and leading others, have a passion for travel and a good understanding of Australia (and ideally, New Zealand) as travel destinations, keep on reading!

As a member of the Oceania Operations team, you will play a key role in driving the ongoing success, growth and engagement of our Tour Staff out on the road, helping them to deliver life‑changing small group adventure tours across Australia and New Zealand. You will lead our team of Tour Staff which includes CEOs, Tour Leaders, and Expedition Leaders, and will be responsible for a wide range of projects and administrative tasks to ensure smooth delivery of our tours, as well as contributing to Oceania’s strategic growth.

While primarily responsible for Australia, this role will also support our New Zealand team and tour operations. This includes shared responsibility for the Oceania on‑call emergency phone on a rotational basis and shared leadership and administrative responsibility when required. The role will require some travel, including at short notice.

This role is a hybrid role based out of Brisbane where a minimum number of days, as set by the region, is required in the office. If you are looking for the next step in your career with plenty of opportunity to grow, apply now!

Role Responsibilities

Leadership & Engagement

• Act as a role model and ambassador for G Adventures' values, fostering a positive, collaborative, and innovative culture among Tour Staff.
• Serve as the primary point of contact for all regional Tour Staff queries, working closely with G Force, global Tour Staff Management, and Operations leadership, providing regular updates on performance, challenges, and projects.
• Ensure consistent Tour Staff support across Oceania in collaboration with regional leadership and the broader Operations team, ensuring positive relationships between DMCs, vehicle suppliers, and Tour Staff.

Recruitment & Training

• Manage the full Tour Staff recruitment and onboarding process, including anticipating staffing needs, reviewing applications, and finding new recruitment methods.
• Develop and deliver Tour Staff training and engagement programs (e.g. Forums, Wanderer programs, National Geographic Journeys, specialized training) and regional resources, including the Tour Staff Resource Website.

Performance Management

• Support the Regional Operations Manager (ROM) with regular Tour Staff 1‑on‑1s, performance management and reporting.
• Provide ongoing coaching, mentorship and feedback gained through traveller evaluations.Manage and report on Tour Staff performance issues, and support safe and compliant vehicle operation in collaboration with external partners.

Administration

• Oversee all administrative and onboarding duties for new and returning Tour Staff, including background checks, contracting, system profile creation and compliance checks.
• Manage the Tour Staff roster, oversee pre/post‑trip briefings, and support the management of optional activity sales.
• Handle the ordering, distribution, and administration of Tour Staff money Cards and swag, and efficiently manage their relocation travel and accommodation.
• Manage basic troubleshooting related to our systems, facilitate ongoing systems training as needed, and provide the technology team with feedback for improvements to our systems.
• Support the ROM in managing the regional tour leader administration (Overhead) budget.
• Oversee and manage the timely submission of all aspects of the region’s on‑tour finances and coordinate budget updates with Operations based on Tour Staff feedback.
• Support Operations Leadership and DMCs with projects like remuneration reviews and Tour Staff policies, maintaining a strong understanding of payroll and HR processes.

Support for our Travelers/CIM

• Manage and coordinate ground support for logistical issues and emergencies during trips, including assisting with Critical Incident Management and reporting.
• Support resolution of Tour Staff‑related complaints.
• Carry the after‑hours Oceania emergency phone as required, in rotation with others.

Commercial

• Work closely with the product development, sales, and operations team to review existing Tour Staff feedback to aid in innovation and product enhancement.
• Support in building and maintaining supplier relationships.

Talent Specs

• 2+ years of experience working in the tourism industry.
• On‑road tour leader and/or people leadership experience strongly preferred.
• Ability and willingness to travel/train as needed.
• Familiarity with the geography of both Australia and New Zealand.
• Exceptional customer service and communication skills with proficiency in Google Suite.
• Self‑motivated, highly organised, strong office administration and problem‑solving skills.

LOCATION: Brisbane, Australia

Consistent phone reception and Wi‑Fi is a must for this role.

REPORTS TO: Regional Operations Manager, Oceania

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• How many years' experience do you have in the hospitality & tourism industry?
• Do you have a current Australian driver's licence?

For a more detailed role description and to apply for the role, please do so through our careers page:

This role is available for immediate start, so applications will be treated on a first‑come, first‑served basis.