Tour Operations Coordinator

Start Date: April 2023 

Location: 2350 Beta. Ave, Burnaby, BC

Wage: $21.00 per hour

Work Hours: Year-round + Seasonal, Full-time

This role works shiftwork, on weekdays, weekends, holidays to support our daily operations, with shifts starting as early as 6:00 am and ending by 9:00 pm.

This role is the heartbeat of our Guided Tour operations!  With a keen focus on attention to detail and guest experience, you plan, prepare and support our Drivers and Guides in the delivery of our daily sightseeing tours.  Working closely with operations, reservations, mechanics, and cleaning teams, your collaborative and communicative approach is paramount to ensure we exceed our guests’ expectations.  You bring a can-do attitude, a solutions based approach, effective communication skills, and thrive in a fast-paced environment.

• Planning, executing and coordinating the daily operations of our vehicles and Driver Guide team

• Organizing and conducting tasks to ensure safe, consistent and timely performance

• Preparing Driver Guides for daily tour assignments including attraction vouchers, tour manifests, vehicle allocations, itinerary changes, hotel allocations, ferry cards and specific guest requirements

• Supporting Driver & Step on Guides to ensure policies and procedures are followed

• Communicating clearly and effectively over radios, phone, text, and chats

• Proactively monitoring and communicating tour changes, traffic & ferry delays, city events, and attraction closures to Driver & Step on Guides to ensure the guest experience is well managed

• Anticipating guests’ needs, with a keen eye to enhance guest experience

• Mitigating operational issues with a guest focus (vehicle breakdowns, ferry cancelations, etc)

• Dispatching day-to-day charter delivery requirements 

• Forecasting resource and fleet assignments for future tours

• Splitting guest pickups based on hotel location for the next day’s tours

• Communicating challenges effectivley with Driver & Step on Guides and Managers as needed

• Completing daily operations reports

• A clear and effective communicator and active listener 

• A friendly and outgoing personality and a professional demeanor

• A very organized and detail oriented approach, thriving under pressure

• A quick thinking problem solver who reacts appropriately to unexpected changes

• Proficient in Microsoft Office & Teams, and previous experience with reservations systems

• Prior dispatch, guide, or transportation experience (bonus if at a bus or sightseeing company!)

• In-depth knowledge geographical knowledge of Vancouver (bonus if also Victoria, and Whistler!)

• An experienced, driven and supportive management team

• Company social events (BBQ’s, Summer and Christmas Staff events)

• Free admission & discounts for you and a guest to 90+ attractions through the Tourism Privilege Pass

• Central Burnaby office with easy access to Bus, Skytrain, Hwy 1 (Willingdon & Lougheed)

• Internal and external recognition programs for fun awards and prize opportunities

• Invitations to VIP tourism industry events, networking opportunities and familiarization tours

• The little things like coffee and hot chocolate (available in-office)