Responsible for hiring and management of 50-55 US, Canadian and International Tauck Directors working remotely worldwide to ensure Tour Directors meet or exceed performance and guest satisfaction targets through performance feedback. Includes training, development, scheduling, payroll, financial reporting and guest communication.
KEY RESPONSIBILITIES:
Ensures Tour Directors are fully trained to execute their role and exceed expectations in key performance categories.
Continually monitor and provide feedback regarding performance levels.
Provide coaching, mentoring and corrective action steps when needed. Includes yearly performance review process and termination process as needed.
Ensures coverage worldwide through performance based scheduling process. Includes compliance with immigration regulations, cost analysis for positioning, and multi-tiered plan for TD selection/assignments.
Manages guest communication in regards to TD performance metrics – direct follow up with guests as needed.
Leads staff development plans including on-site training, in house training and direct observation.
Communicates critical information on a timely basis through reports, summaries and presentations. Examples include:
Helping drive the strategic direction through team meetings, document creation, and the implementation of new initiatives
Creating and editing documents pertaining to best practices per brand for a global staff of Tour Directors
Presenting material relating to scheduling, best practices, and teamwork to the TDs at Seminar and during virtual TD conferences
Generate and present ideas to further the mission of building teamwork and trust
Ensures accurate financial reporting in payroll and business expense planning and reconciliation.
Identifies opportunities to collaborate cross departmentally to achieve greater efficiencies and expense/cost management.
Partners with Finance to facilitate TD expense reconciliation inquiries and communication.
Serves as liaison between staff of TDs and internal departments including Guest Relations, Finance, Information Technology, Reservations, Sales and General Management.
Supports efforts through cross-departmental collaboration to meet overall organization guest satisfaction metrics as it relates to product delivery.
KNOWLEDGE/SKILL REQUIREMENTS:
Previous Tour Director or Cruise Director experience preferred
Bachelor’s degree or equivalent plus 3+ years of successful management or supervision of personnel in a service related business
Prior work experience with remote team management
Proven abilities to successfully manage external supplier networks effectively
Demonstrated proficiencies in identifying skill set needs and workflow parameters for a business that has fluctuating workforce requirements throughout the year
Proven computer competencies in Microsoft Word and Excel
Excellent oral and written communications skills to represent the Tauck brand