Tour Guide Operations Manager - NYC location with remote responsibility for Miami and Boston (TBD))

Who We Are

Unlimited Biking is the best bike rental, tour and city experience company operating in New York, San Francisco, Washington DC, Santa Monica, and Miami. Our goal is to provide our customers with the ability to create meaningful and memorable experiences as they explore cities by bik

Who You Are

Unlimited Biking is looking for a Tour Guide Manager to own our Unlimited Biking bike tours, making us the best in the world. The Tour Guide Manager will manage the day-to-day operations and coordination of tours and tour guides at each of our locations, to ensure we execute the best experience for our customers. The ideal candidate is a creative problem solver with a proven track record of managing remote teams in a fast-paced operation. This position will be onsite at our New York location.

What you’ll be doing

Unlimited Biking is looking for a Tour Guide Operations Manager to own our Unlimited Biking bike tours business in New York City, Miami and Boston (TBD). The Tour Guide Operations Manager will manage the day-to-day operations and coordination of tours and tour guides in New York City, Miami and Boston (TBD) and ensure that every guided tour provides the best experience for our customers. You will be leading a team of Independent tour guides, including recruiting, training and scheduling. Our busy season is March 1 through October 31 and we have 15-20 tours per day every day. This is a fast paced environment and requires the ability to plan and pivot when required to make sure that our scheduled tours are covered every day!

What you’ll be doing

• Lead, motivate and manage a team of over 30-40 tour guides that currently work out of our New York City, Miami and Boston (when opened)
• Scheduling & coordinating tours for each of our locations, ensuring we are always properly staffed and covered for any and all tours weeks in advance
• Keeping track of tour guides hours and making sure payrolls are correct
• Support ongoing recruitment, hiring and onboarding of staff
• Ensuring team is trained on and adhering to our Tour Guide Manual
• Managing positive (rewards) and negative (corrective action) feedback
• Insuring each tour is at the recommended capacity and making adjustments as needed
• Work/coordinate with Group Sales and Reservations Departments
• Anticipate hiring needs for Tour Guides at each location during season and filling openings as needed

Requirements

• Excellent attention to detail
• Excellent communication and follow up skills
• Experience managing remote teams
• Ability to successfully establish and maintain customer and staff relationships
• Flexible and able to pivot when there are unexpected events
• Solution based thinking
• Must be able to work one weekend day every week (either Saturday or Sunday)
• Back-up for Tour Guide Operations Manager in Washington, DC
• This position will work out of the New York City location

Commitment to Inclusion & Diversity

For our employees and the communities in which we live and work, Unlimited Biking is committed to inclusion and diversity. This dedication is a result of our culture of integrity, sincere concern for others, and respect for the uniqueness of each person. We see diversity and inclusion as a lifelong path marked by shared accountability, constant development, and a commitment to advancement. Join us as we seek to create a culture that values and views diversity as a priority.