Guest Experience & Tour Coordinator

Toonie Tours; Calgary; On-site; CAD 42,000 - 52,000; Full time

Benefits offered by this job

Comprehensive health and dental benefit

Team events

Discounts

Job summary

Toonie Tours in Calgary is seeking a calm, organized in-person Guest Support & Tour Coordination specialist. You will handle guests via phone, SMS, email, and webchat, coordinate day-of tour changes with guides and city leads, and keep tours running smoothly in real time.

You will document what works to improve playbooks, help protect revenue, and ensure excellent guest experiences while joining a growing Canadian tourism company with a downtown Calgary office.

Qualifications

• Calm, organized and personable with a customer-first mindset.
• Thrives in a fast-paced environment and communicates clearly under pressure.
• Strong multi-channel support skills across phone, email, SMS and webchat.
• Detail oriented with the ability to document and follow processes precisely.
• Resourceful and proactive in resolving guest requests and issues.

Responsibilities

• Answer guests via phone, SMS, email, and webchat.
• Coordinate day-of tour changes using our schedule tools and guide contacts.
• Close loops to ensure nothing drops and everything is documented.
• Use templates and follow policy accurately to ensure consistency.
• Escalate appropriately for refunds, safety, or reputational risk.
• Contribute to playbooks, scripts and SOPs to improve the system weekly.

Skills

Multichannel customer support

Clear communication

Calm under pressure

Problem solving

Tools

Google Workspace

FareHarbor

RapidLeadsPro

Phone system

Webchat

Job description

Toonie Tours is a fast-growing tourism company operating across multiple cities, with strong inbound demand and an exciting growth trajectory ahead. This role is the front door of the brand, and we’re building more than a traditional customer service team — we’re building a fast-moving, guest-focused operations and experience team that plays a key role in delivering exceptional tours and memorable experiences every day.

As we continue to grow, we’re looking for calm, organized, and personable individuals who are excited to grow alongside the business and contribute to a positive, high-performing team environment. This role is ideal for someone who thrives in a fast-paced setting, communicates clearly under pressure, and enjoys being the person who keeps things running smoothly behind the scenes.

You’ll support guests across phone, email, SMS, and webchat, while also coordinating real-time tour operations with guides and city teams to resolve issues quickly and professionally. For the right person, this is an exciting opportunity to join a company at a major growth stage, contribute to improving systems and processes, and grow long term within a dynamic tourism business.

This role is fully in-person at our downtown Calgary office, as we strongly value human connection, real-time collaboration, and creating a welcoming, personable experience for both guests and team members alike.

Schedule (Please Read)

Peak season (June 21 – Sept 30):

coverage window is 6:00am MT – 7:30pm MT

Off-season:

coverage window is 6:00am MT – 3:30pm MT

We assign shifts within these windows. Weekend rotation is required.

Your Mission

Deliver fast, accurate, kind support while keeping tours running smoothly in real time.

You will:

• resolve guest issues quickly and correctly
• coordinate day-of tour changes using our schedule tools and guide contacts
• close loops so nothing drops
• document what works so the system improves every week

What You’ll Own

Guest Support

• Answer guests via phone, SMS, email, and webchat
• Use templates and follow policy accurately (details matter)
• Escalate appropriately when needed (refund exceptions, safety, reputational risk)

Tour Coordination (Day-of Operations)

• Monitor and coordinate from FareHarbor (live schedule and bookings)
• Handle late guest scenarios by contacting guests and guides and documenting outcomes
• Coordinate meeting point confusion and last minute updates
• Communicate quickly with guides and city leads using internal channels (Google Chat or similar)
• Keep clean notes so the team stays aligned

Revenue Protection and Routing

• Recognize private tour, group, and custom requests and route them correctly with complete info
• Help “save” bookings when a guest is considering cancelling

Systems and Playbooks

At Toonie Tours, everyone contributes to playbooks and training. Part of this role is documenting what works and turning it into checklists, templates, scripts, and SOPs so the business improves every week, not just gets busier.

Tools You’ll Use

• Google Workspace (Gmail, Calendar, Drive)
• RapidLeadsPro (GoHighLevel) for SMS and communications
• Phone system, shared inbox, webchat
• FareHarbor for tour schedules and bookings
• Guide schedules and city lead contacts
• Internal chat (Google Chat / RLP)

Bonus if you enjoy working with AI tools and helping improve a knowledge base for automated support.

Your Scorecard (How We Measure Success)

• Fast response times across channels (phone, SMS, email, webchat)
• Accurate information and high QA score (wrong info creates chaos)
• Strong resolution time and low reopen rate
• High CSAT (guests feel taken care of)
• Smooth tour coordination outcomes (late guests, day-of changes)
• Booking save rate (reduce cancellations where possible)
• Correct routing of sales-eligible inquiries with complete details
• Regular contributions to playbooks, scripts, and training

You’ll Thrive Here If

• You are calm, kind, and confident under pressure
• You communicate clearly and close loops without reminders
• You can handle multiple channels and prioritize fast
• You are detail oriented and care about accuracy
• You are resourceful and not entitled; you do what it takes
• You enjoy systems, templates, and improving how things work
• You can coordinate in real time and keep a cool head

This Role Is Not For You If

• You dislike fast-paced guest communication
• You avoid phone calls or real time coordination
• You need constant direction to get moving
• You struggle to document and follow process
• You feel unglamorous tasks are beneath you

Applicants must be legally eligible to work in Canada.

Job Type: Full-time

• Flexible scheduling that fits your lifestyle.
• Performance-based earning potential.
• Meet people from around the world.
• Develop public speaking and customer service skills.
• Share your passion for Vancouver and your local community.
• Fun, engaging, and rewarding work environment.
• Be part of a growing Canadian tourism company.
• Enjoy team events, discounts, and other company perks.
• Comprehensive health and dental benefits for eligible employees.