Operations Manager, Tours

Kualoa Ranch Hawai'i Human Resources•Kaneohe, HI

1d•Onsite

About The Position

Join Kualoa Ranch Hawai‘i, where history, culture, and natural beauty come together in one of the most extraordinary places in Hawai‘i. With diverse operations and a deep commitment to our land, community, visitors, and each other, we honor our proud legacy while building an exciting future. Be part of our ‘ohana and share the spirit of Hawai‘i with the world. POSITION SUMMARY 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.