Tour Operations Manager

Tour Operations Manager

The Destination Operations Manager is responsible for overseeing and managing all operational activities across assigned destinations AFTER THE TOUR BOOKED. This role ensures smooth execution of tours, seamless coordination with service providers, high-quality guest experiences, and the continuous improvement of operational processes. The position also supports product development, team development, and strategic initiatives aligned with company goals.

Key Responsibilities
Tour Operations

• Day-to-Day Operations Implementation:

Manage all operations from tour booking to guest review posting. Ensure all Service Providers (guides, drivers, airport representatives, hotels, flights, trains, entry tickets, restaurants, extra activities) are booked and integrated into systems.
- Quality Assurance:

Maintain the highest standards for tours, ensuring guest feedback is captured, posted, and actioned.
- Team Meetings:

Conduct and document Operations team meetings to monitor implementation, performance, and operational challenges.

Guidelines, Performance Analysis & Improvement

• Operational Guidelines:

Develop and enhance operational guidelines, including Corporate Governance, Sustainability, and Health & Security measures.
- Operations Planning and Performance:

Define annual operational plans. Evaluate performance and propose measures to improve guest satisfaction, increase productivity, and reduce costs.
- Customer and Service Provider Feedback:

Collect and analyze feedback to drive operational improvements and product development.
- New Initiatives:

Propose initiatives that enhance guest experiences, team engagement, and the company's value proposition.
- Coaching and Team Performance Management:

Monitor Operations team performance and productivity; provide coaching, training, and feedback to support personal and professional development.
- Long-Term Contracts with Service Providers:

Identify, document, monitor, and optimize long-term contracts.
- Guest relations (and Service Providers relations):

Meeting RT guests and Service Providers or escorting groups when needed to support the Tour Guides, help in the operation process, collect their feedback and strengthen their link with the company.
- KPIs:

Design, monitor, and conduct quality assurance controls to ensure operational KPIs and metrics are met.
- Other Tasks:

Handle additional temporary tasks as requested by the CEO, provided they do not conflict with core responsibilities.

Training, Field Trips, Guest Relations & Representation

• Trainings:

Acquire in-depth knowledge of Egypt's attractions, Real Tours itineraries, products, service providers, and RT systems; design and deliver trainings for the Operations team.
- Field Trips:

Travel as needed to RT-active destinations to supervise, follow up, cover, train, or improve operational processes.
- Team Building and Sustainability:

Support hiring, team-building, and promote company values and sustainability principles.
- Travelife Certification:

Contribute to implementing and maintaining Travelife certification standards.

Reporting and Database Management

• Overall Operations Reporting:

Collaborate with the team to extract and monitor seasonal, monthly, and weekly reports to ensure timely completion of booked tours (e.g., sorted by date, guide, airport rep, company, or Service Provider using Google Sheets, Odoo, or other systems).
- Service Provider Databases:

Update and optimize databases for hotels, restaurants, transportation, and tour guides.
- Daily Traffic:

Supervise the Daily Traffic sheet and related systems.
- Tours Catalog:

Contribute to updating the Tours Catalog with quotes and operational details.

Qualifications & Skills

• Bachelor's degrees in Tourism, Hospitality, Business Administration, or related field are preferable.
• Minimum 5 years of experience in operations within the tourism or travel industry.
• Strong knowledge of Egyptian destinations, logistics, and tourism services.
• Excellent communication, leadership, and negotiation skills.
• Strong problem-solving and decision-making abilities.
• Ability to work under pressure and manage multiple tasks.
• Proficiency in English (B2 level) and Arabic; additional languages are a plus.
• Good knowledge of reservation systems, Odoo, Google Sheets, and Microsoft Office tools.
• Availability to travel frequently to different destinations included in the company tours.