Summary

As a small business, we take pride in the experiences and tours that we offer to our guests. This position will play an integral role in elevating our company and its staff to a new level of growth. Our ideal candidate will lead a team of Reservation Specialists, Destination Specialists, Tour Guides and other support staff in the execution of daily tour and event operations. As the person who takes the lead role in working with staff, partner vendors and event guests in Milwaukee and Chicago, this position can be quick-paced, demanding and requires the ultimate level of detail orientation.

This is a hybrid position, consisting of both office time and some remote work.

Key Areas of Focus:

• Customer Experience
• Partner Experience
• Team Management

Company Goals:

· Use hustle and hard work to fuel our customers’ confidence in our products and services.

· Create unique and memorable experiences to support as many small businesses and food producers as possible in Milwaukee and Chicago.

· Change the way the world interacts with food producers for the better.

CUSTOMER EXPERIENCE:

Responsible to bring a high-level customer experience to all prospects and clients.

• Supervise all customer communication to meet or exceed customer expectations (phone, virtual meetings, email, social media posts, etc.)
• Supervise team in execution of Public, Private and Group Travel tour experiences.
• Utilize customer feedback to improve and evolve tour and event experiences.

PARTNER EXPERIENCE:

Responsible to develop and maintain strong relationships with all potential and current partners.

• Meet regularly with restaurant, hotel, and event space partners in Milwaukee and Chicago to initiate, strengthen and maintain dynamic, robust partnerships. Seek feedback from partners and maintain regular communication throughout the year for continued improvement of guest experience.
• Maintain budgets and proactively seek opportunities for cost savings in vendor cost.
• Research, sell, and on-board new partner locations for current and potential new services, tours and/or events.

TEAM MANAGEMENT:

Responsible to hire, train and manage all Tour Guides and Operations staff.

• Coach staff to be successful; identify learning and mentor opportunities for staff to learn and grow within their careers and our family of companies.
• Identify and enact operational efficiencies to improve work flow of projects.
• Be a stickler for precision, creativity, and excellence.
• Cultivate a thinking culture that values problem solving before the problem arises; build the groundwork for decision making for when problems do arise.
• Assist in the recruitment, interviewing, on-boarding, and training of all team members including the very hands on training of tour guides in both Milwaukee and Chicago.
• Implement and execute consistent leadership systems (i.e. monthly Team Huddles, etc.)
• Manage and support all team members on all day to day operations.
• Be tech savvy and have an ability to learn, utilize and train multiple tools at the same time. This includes using FareHarbor, Gusto, Dropbox, GoogleSheets, among others.
• Lead regular team staff meetings and individual staff member check-ins.
• Complete two formal performance reviews with each operations team members annually.
• Create, develop, manage and audit tour and event scripts for all current and future products/services.
• Manage team/employee termination when needed.
• Create, manage and execute culture and innovation events for employees.

NOTE: Tourism is a weekend-heavy line of work. As such, some regular weekend and evenings hours are to be expected, especially during high season, though schedule flexibility and comp time are a perk of the position.

BENEFITS

• 2 weeks of PTO (3 weeks starting in your 4th year) plus 6 Sick Days, all major holidays off.
• Some schedule flexibility based on company needs.
• After working for the company full-time for one year, employees are eligible to participate in the company's 401(k) offerings.
• Ocassional free food and tour experiences during tour builds.
• Friends and Family discounts on all tour offerings.
• Hybrid work flow allows for some remote work.

This is honestly an amazing job, but you must be able to think fast, work hard, manage a lot of staff and client expectations. As we grow, there will be an increasing number of growth and professional development opportunities for the candidate that is the right fit.

Job Type: Full-time

Pay: $65,000.00 per year

Benefits:

• Flexible schedule
• Health insurance
• Paid time off

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Experience:

• Management: 1 year (Preferred)

Work Location: One location

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