Tour Manager - Flightseeing Operations

Company:                  Venture Travel, LLC dba Taquan Air

Position Title:               Tour Manager – Flightseeing Operations              

Department:                  Sales & Services

Reports to:                  Danny Lockaby            

Reporting to you:         Customer Service Staff & Bear Tour Guides

Role Summary:

The Tour Manager is a leadership role responsible for overseeing the company’s flight seeing tour sales, development, logistics, and operations. This position provides strategic guidance, operations support, and cross-departmental alignment to ensure seamless guest experiences and revenue achievement for flight seeing tours. The Tour Manager works closely with Taquan Air’s operation team, the marketing & sales teams, and external partners, including cruise lines, independent sales channels, and community organizations. This position will maintain alignment with company goals and values.

Key Outcomes:

Direct, train, and schedule customer service staff.

Coordinate daily tour schedules with flight operations, cruise ship timetables, and independent sales.

Serve as the primary liaison with cruise line shore excursion staff.

Monitor customer service standards, ensuring efficient guest check-in, safety briefings, and boarding procedures.

Respond to operational challenges, including weather-related changes, scheduling conflicts, and customer concerns.

Track sales, occupancy levels, and guest feedback; prepare reports for management.

Cross train in flight following and freight procedures.

Company safety policies, and tourism industry standards.

Represent the company professionally in all guest and partner interactions.

Other Duties as Assigned:

Take on additional responsibilities to support the success of the organization and uphold company values and strategic goals.

Core Competencies:

Leadership & Team Development: Leads by example, setting high standards for performance, ethics, and collaboration. Coaches team members and foster a high-trust, high-accountability environment.

Strategic Thinking: Balances detail orientation with big-picture awareness to guide decisions, forecast risk, and support sustainable growth.

Process Management: Designs, implements, and improves tour operation systems and processes to increase efficiency, reduce errors, and support sales and operations.

Communication & Collaboration: Presents tour data and information clearly and concisely for various audiences. Collaborate with executives, department leaders, and external partners to align sales strategies with operational goals.

Integrity & Confidentiality: Demonstrates impeccable ethics, maintains confidentiality, and ensures the organization’s financial practices meet the highest standards of integrity and compliance.

Financial Acumen: Applies sales knowledge to meet financial goals and drive strategic insights.

Success in This Role Looks Like:

Number of new tours and/or value-added additions to existing tours successfully developed and launched.

Partner satisfaction scores (via feedback and reviews) meet or exceed 90% satisfaction.

Tour inventory, pricing and allotments are optimized based on market demand.

All contracts are renewed on time with favorable terms; new partnerships or upsell opportunities are identified annually.

Onboarding, mentoring and training programs for direct reports are executed with measurable improvements in team performance and retention.

Independent bookings increase year-over-year through improved branding and outreach.

Guest satisfaction surveys are consistently 4 stars or better.

Monthly and seasonal performance reports are delivered on time showing accurate tracking of KPIs.

Training and onboarding of seasonal staff are completed on schedule and rated effectively by new hires.

Demonstrates alignment with company values through leadership behaviors and decision-making.

100% compliance with internal safety policies and DOT regulations.

Requisite Knowledge, Skills, & Abilities:

2+ years of management or supervisory experience in tourism, hospitality, or aviation.

Strong leadership, organizational, and communication skills.

Proven ability to manage staff in a fast-paced, high-volume environment.

Familiarity with cruise ship excursion operations is preferred.

Flexible and able to work extended hours during peak season.

Effectively interact and communicate with peers, managers, and other Department employees.

Independently manage work and schedule to meet all deadlines and expectations.

Skilled problem solving, ability to identify solutions, and execute standard relevant processes.

Work effectively in a team environment, collaborating across work segments and departments with diverse personalities and requirements.

Reliable and timely attendance, flexibility to work early mornings and evenings, or weekend days, when workloads require.

Recognize opportunities to contribute and collaborate with other areas and departments when individual workloads are light.

Exceptional verbal and written communication skills

Proficiency in Microsoft Office Suite and systems such as FareHarbor, Swell, and TakeFlite.

Conduct oneself with the highest level of integrity and confidentiality.

Physical Demands and Requirements:

Mobility across the site.

Ability to handle stress and pressure created by simultaneous demands.

Ability to work on-site, indoors and outdoors, with exposure to noise, heat and cold.

Ability to frequently work at a fast pace with unscheduled interruptions.

Ability to work with members of the public, requiring appropriate appearance and attire.

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

Experience/Education Requirements:

No felony convictions or criminal convictions that would interfere with job responsibilities.

Minimum 18 years old.

Disclaimer:

The knowledge, skills and abilities listed above are typically acquired through the levels of education and experience listed. However, any equivalent combination of education and/or experience, which provide an applicant with the listed knowledge, skills, and abilities to perform the essential duties and responsibilities of the job, is acceptable.

This job description will be reviewed periodically as duties and responsibilities change with business necessity. Essential and marginal job functions are subject to modification.