Tour Guide Operations Manager (Washington DC office with remote responsibility for Santa Monica and San Francisco)

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, San Francisco and Miami. Our goal is to provide our customers with the ability to create meaningful and memorable experiences as they explore cities by bike.

Position Description

Unlimited Biking is looking for a Tour Guide Operations Manager to own our Unlimited Biking bike tours business in the Washington, D.C. metropolitan area, Santa Monica and San Francisco. The Tour Guide Operations Manager will manage the day-to-day operations and coordination of tours and tour guides in the Washington, D.C. area, Santa Monica and San Francisco 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 Washington D.C location, Santa Monica,
• 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 New York
• This position will work out of Washington DC location

Commitment to Inclusion & Diversity

At Unlimited Biking we are proud to reflect the communities we live in and the customers we serve. We support and celebrate diversity in our culture and workplace. Unlimited Biking is proud to be an equal opportunity employer and we do not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor.