Tour Director

Xanterra Parks & Resorts•Eau Claire, WI

54d•Remote

About The Position

Our Tour Directors play a crucial role in delivering on Holiday Vacations' guest service promise. As the primary guide and main point of contact, the Tour Director ensures an exceptional experience for our guests and serves as an ambassador for the Holiday Vacations brand. This position involves guiding groups through airports, restaurants, attractions, and hotels, adhering to a structured itinerary, and solving unexpected travel situations. The Tour Director researches and provides insightful commentary and information on the historical, geographical, and cultural aspects of the destinations while on tour.

Requirements

Prior Tour Director experience or graduation from a professional Tour Director school, or relevant travel experience, is required.
CPR certification is required; Holiday Vacations will either pay for the certification or provide certification classes at the corporate office.
Excellent interpersonal, oral, and written communication skills.
Ability to thrive in high-pressure situations and adapt quickly in an ever-changing, fast-paced environment.
Strong active listening skills and the ability to communicate with clarity and compassion.
Ability to maintain high levels of energy, enthusiasm, and professionalism throughout the tour.
Demonstrated ability to work independently with an eagerness to learn new things.
Proficiency with Microsoft Teams is preferred, or a demonstrated willingness to learn and use Microsoft Teams is required.
Ability to legally travel and work domestically and internationally is required.

Responsibilities

Lead the tour from start to finish, taking full ownership for on-tour delivery and creating a safe, smooth, and memorable experience for every guest.
Navigate all on-the-ground travel logistics and day-to-day tour operations; execute the structured itinerary; coordinate transportation, hotels, and meals; manage check-ins and departures; and ensure all guests are accounted for at each destination.
Provide exceptional guest service by clearly communicating daily plans and expectations; sharing destination and cultural information; answering questions; and offering ideas for optional activities during leisure time.
Communicate with guests, suppliers, and vendors with enthusiasm, clarity, and professionalism; represent Holiday Vacations in a positive, service-minded manner; and resolve issues in a calm, solution-focused way.
Communicate tour changes, updates, and other important information to guests in a timely manner through the HV Traveler's app and other approved communication methods.
Use sound judgment and established Holiday Vacations emergency protocols to respond to issues and incidents; assess the situation and determine the appropriate response; follow defined procedures and documentation requirements; and contact Holiday Vacations support for complex situations or medical emergencies.
Complete pre-tour preparation, including reviewing contracts, itineraries, and other pertinent documents; confirming hotel, restaurant, attraction, and transportation reservations; and conducting pre-tour calls to all guests.
Participate in pre-tour briefing meetings with the Tour Director Manager and Destinations Team to review tour details, align expectations, and share insights that support continuous improvement of itineraries and the guest experience.
Use Holiday Vacations technology tools with confident proficiency, including a Surface device, Microsoft Teams, Outlook, Word, Excel, the HV Traveler's app, and electronic expense and reporting systems, to access tour documents, communicate updates, enter data, create PDFs, and upload electronic files.
Submit timely, accurate, and detailed tour expense reports, payroll information, evaluations, and any other required documentation.
Complete all required training and certifications and attend the annual Tour Director Summit and other scheduled training or development sessions as assigned.
Perform other duties as assigned.