Tour Director Support Specialist

Xanterra Parks & Resorts•Eau Claire, WI

63d•Hybrid

About The Position

Reporting to the Tour Director Manager, the Tour Director Support Specialist ensures Tour Directors are set up for success before, during, and after each tour. This role blends data-driven accuracy with warm, service-oriented support. You'll be managing files and access in Microsoft Teams, preparing and shipping tour materials, maintaining records and inventories, and responding to questions with clear, timely communication. You'll track details, spot issues early, and collaborate across departments to keep information flowing and tours running smoothly, even on busy deadline days. If you enjoy organizing complex details, building positive relationships, and helping frontline teams deliver exceptional guest experiences, you'll thrive here!

Requirements

High school diploma with 2 years in an administrative or clerical support role required.
Ability to work effectively under pressure and time deadlines.
Strong attention to detail, organizational, and time management skills.
Excellent verbal and written communication skills.
Ability to work both independently and within a team.
Proficiency with MS Office products required (Excel, Outlook, Word, and Teams).

Nice To Haves

Experience using Smartsheets, Ring Central, Dayforce.
Experience using web conferencing software (Ring Central).

Responsibilities

Ensure Tour Director readiness by preparing and distributing Tour Document Boxes and supplies, provide clear pre-departure updates and any last-minute information.
Serve as the primary contact for Tour Directors needs; provide information, answer questions, and maintain positive, professional relationships.
Create and manage Microsoft Teams' channel access and file structures for Tour Directors to ensure the right information is easy to find.
Assist the Tour Director Manager in the planning and coordination Tour Director events, including the annual meeting, coffee chats, and 1:1 or small group listening sessions.
Assist the Tour Director Manager with timecard approvals by collecting, verifying, and tracking exceptions. Provide cross-department office support during staff absences.
Maintain accurate Tour Director records (contact details, certifications) and assist with booking Tour Directors and trainees on tours.
Actively monitor guest survey results, identify trends, and escalate issues or opportunities for improvement.
Lead the Annual Tour Director Engagement Survey logistics-prepare, launch, categorize and summarize responses, and produce reports.
Assist with the new Tour Director interview and training process.
Maintain inventories and partner with vendors to manage the online uniform store.
Other duties as assigned.