Job Overview:

At Rick Steves’ Europe, we are passionate about travel. Through our European tour program, guidebooks, our public television series, our weekly radio show, and our expanding web presence, we have inspired millions to explore and contribute to the world in which we live.

The Manager of Guide Services works to ensure a culture of healthy and respectful communication, guiding standards are upheld, and our unique tour experience is maintained. The Manager will direct the Guide Services team, run the guide performance review process, and ensure the quality of guide communication.

This is a full-time, exempt position with full benefits.

Responsibilities:

• Manage the Guide Services department
• Develop and manage annual communication calendar and strategy:
  • Ensure timely communication with RSE (Rick Steves’ Europe) guides.
  • Organize quarterly check-ins with all guides
  • Organize monthly continuing education/support Zoom meetings
  • Assess, evaluate, and summarize feedback from guides
• Responsible for the guide performance review process, including:
  • Document, update, and refine the guide performance review and training programs
  • Assess guide performance reviews and tour member evaluations
  • Review and approve recommended interventions (e.g., coaching, training assistance, mentor assignment, Guide Training Tour)
  • Communicate performance feedback, especially when guide is not meeting RSE standards
  • Recommend guide bonuses based on performance criteria
• Maintain and update the guide policy handbook and coordinate all updates to policies with the COO and General Counsel.
• Carry GS Emergency Phone and provide support to guides on a rotating schedule
• Assist with special projects and events as required, including travel festivals
• Uphold and demonstrate the cultural values of Rick Steves’ Europe
• Up to 6 weeks of travel may be required annually
• Other duties as assigned

Qualifications:

• B.S. or B.A. degree (Communication, Human Resources, Sales Management, or Business preferred)
• 5 or more years of managing and/or planning experience