Operations Manager, Tours
About The Position
The Operations Manager – Tours supports the Operations Manager in leading the day-to-day activities of Kualoa Ranch’s Tours Department, which currently encompasses the Jurassic Adventure Tour, Movie Sites & Ranch Tour, Kualoa Grown Tour, and Jungle Expedition Tour. This role ensures the safe, efficient, and high-quality execution of all guided tour experiences, from vehicle readiness and staff coordination to storytelling consistency and guest satisfaction. As a culture-driven leader, the Operations Manager embodies Kualoa’s values of Aloha, Mālama, Poʻokela, ʻOhana, and Laulima, fostering a respectful, collaborative, and high-performing team culture. This position also plays a key role in the ongoing evolution of Kualoa’s tour programs, helping strengthen and expand visitor experiences that connect guests to Kualoa’s history, culture, and stewardship mission.
Requirements
- Bachelor’s degree or any combination of education and experience that would likely provide the required knowledge and abilities described below is qualifying.
- 5+ years of progressive leadership experience in operations, team management, or customer-facing environments such as tourism, hospitality, recreation, logistics, or service industries.
- Proven ability to inspire and develop teams through communication, empathy, and accountability.
- Demonstrated success managing large-scale guest operations or multi-route experiences.
- Excellent problem-solving, time management, and cross-departmental collaboration skills.
- Valid Hawaiʻi driver’s license and clean driving record required.
Nice To Haves
- Familiarity with fleet operations, safety standards, and environmental stewardship preferred.
Responsibilities
- Lead, coach, and support a large, diverse team of tour leads, guides, and drivers.
- Build a positive, safe, and professional work environment rooted in Kualoa’s core values.
- Foster open communication, mutual respect, and shared accountability across all levels.
- Promote teamwork and Laulima between the Tours team and other departments.
- Oversee all tour operations, ensuring tours begin on schedule, vehicles and equipment are ready, and guests receive a world-class experience.
- Maintain all tour routes, film sites, and staging areas to high standards of safety, cleanliness, and presentation.
- Coordinate with Facilities, Fleet, and Maintenance teams to ensure reliable vehicles, trail systems, and set preservation.
- Anticipate operational needs and support continuous improvements as tour offerings evolve.
- Partner with Reservations, Marketing, and Events for special tours, VIP guests, and media opportunities.
- Uphold Kualoa’s safety standards across all tours, ensuring compliance with company and state requirements.
- Conduct regular safety briefings, field inspections, and follow-up reviews.
- Collaborate with HR and HSE Manager on training, documentation, and corrective actions as needed.
- Provide consistent feedback, mentoring, and growth opportunities for team leads and guides.
- Conduct training programs emphasizing guest engagement, cultural storytelling, and operational safety.
- Encourage skill development and cross-training within the department to prepare for future tour expansions.
- Manage scheduling, payroll review, resource allocation, and budget considerations for the Tours team.
- Track operational performance, including guest satisfaction, safety metrics, and team engagement.
- Prepare monthly reports and present recommendations for continuous improvement.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
