Pink Jeep Tours - Tour Operations Lead - Branson

All Career•Branson, MO

About The Position

Since it was founded in 1960, Pink Adventure Tours has remained the premier off-road adventure company. We provide signature excursions in Sedona, the Grand Canyon, Las Vegas, Pigeon Forge, and Branson. We are honored to have taken over 5 million guests on tour and have achieved an NPS rating of 89%. Since 2018, Pink Adventure Tours has been part of Herschend Enterprises, Parks & Adventure division. For over 70 years, Herschend Enterprises has operated with the purpose of bringing families closer together by Creating Memories Worth Repeating®.

Requirements

Excellent customer service and communication skills
Proficiency in MS Word, Excel, Outlook, Gmail, and PowerPoint
Good presentation skills
Effective time management, prioritization and multi-tasking capabilities
Good judgment and problem-solving skills
Excellent organizational and administrative skills
Excellent interpersonal and people skills; high level of integrity with the ability to handle sensitive and confidential information in a professional manner
Must display and live out our Lead with Love principles by being: patient, kind, trusting, unselfish, truthful, forgiving, and dedicated
Must be willing to constantly improve
Must have professional appearance with good personal hygiene
Must promote and support a “team” work environment by cooperating and helping co-workers
Must adapt to changes easily
Must tolerate a fast-paced, hectic environment
Must show appreciation to others
Must be sensitive to the needs of our Guests and feel empowered to act to meet their needs within company guidelines
This is a combination of administrative, guiding, customer service, and field/PR work where travel and meeting with business partners, hotels, government agencies, etc. may be requested to build relationships and the business
Must be able to drive to perform tours, run errands, attend appointments, and perform field work
Able to use computers, phone systems, calculators, copiers and general office equipment
Ability to communicate with associates and customers on the phone and in person
Ability to read, count and write to accurately complete all documentation and computer transactions
Ability to stand and sit for up to 10 hours per day
Ability to work opening and closing shifts and varied hours and days up to 10 hours per day.
Ability to use and be around a variety of cleaners in order to provide general cleaning of the office and vehicles
This position will involve sitting for office work, walking, and ability to move around office to perform duties, reach overhead, bend, push, pull, and lift up to 30 lbs.
Able to meet physical and DOT requirements necessary for training Tour Guides and conducting tours when business needs arise.
Able to tolerate a wide range of weather and work outdoors.
Able to tolerate and perform the rugged off-road driving portion of the tours involving frequent bouncing in the seat.
This is considered a safety critical position for purposes of the Pink Jeep Tours drug testing policy which is subject to pre-employment and random drug testing.

Nice To Haves

Hospitality or tourism experience preferred
Retail and cash handling experience a plus
Two or more years of Tour Guiding experience preferred
NAI – Certified Interpretive Guide – training can be provided after hire
SMITH certified – training can be provided after hire

Responsibilities

Complete training as a Pink Adventure Tour Guide and support tours as needed during peak periods or to cover unplanned absences. May also have dedicated days available for tours
Supports the customer service team performing all duties including reservations and retail sales when covering shifts or serving as MOD
Serves as Manager on Duty as schedule requires and performs related opening and/or closing responsibilities
Works with the Operations Manager to help support the day-to-day operations and activities of all employees to ensure quality operations, service, safe vehicles and driving practices, and exceptional customer service from all personnel.
Models and ensures all safety procedures and safe work practices are being followed to ensure a safe work environment for our employees and safe tour experience for our guests.
Participates in Tour Quality and Safety Audits.
Communicate customer service and operational related matters to the Operations Manager for guidance / direction when needed.
Assists with group / special events to ensure service exceeds expectations & objectives.
Helps support, schedule, or transport vehicles for Fleet preventive maintenance and repairs.
Supports leadership in attending tour ride-alongs for evaluation, feedback and coaching
Helps to train and mentor the Customer Service team to ensure a high level of customer service, sales, retail practices and operational efficiencies.
Provide leadership to the Guide Team to ensure guide operations and tour quality meets/exceeds expectations.
Report personnel issues to Operations or General Manager as appropriate.
Handles minor personnel issues with guidance from Operations Manager, General Manager and HR to ensure fairness and consist
Ensure employees are adhering to dress code and grooming guidelines
Demonstrate outstanding teamwork fostering trust and cooperation across the Branson team and other Pink Jeep locations
Support Leadership in maintaining a positive ongoing relationship with the partnering and permitting agencies such as US Forest Service/ National Parks Service and other essential partners for our business continuation and development.
Ensure Guides are following the Driver Procedure Manual, SMITH Driver Training, DOT regulations, and Park service regulations as applicable
May assist the Operations and General Manager with new hire interviews and employee reviews
May assist in Guide Training Program