Day Tours Manager

Day Tours Manager

Rim Tours Mountain Bike Adventures

Moab, UT

Job Summary:

The Day Tours Manager is responsible for the overall success and smooth operation of Rim Tours' Day Tour program. This includes managing guide staffing and scheduling, overseeing customer interactions, and ensuring exceptional customer service. This role requires strong leadership skills, excellent communication, and a dedication to providing high-quality mountain biking experiences. The Day Tours Manager will work closely with the owners, guides, and other office staff to achieve company goals. Additionally, the Day Tours Manager will oversee retail operations and pursue sales opportunities in new and expanding markets.

Key Responsibilities:

• Guide Management:
• Recruit, interview, hire, and train new day tour guides.
• Create and maintain a system for identifying and utilizing backup guides to ensure consistent tour coverage.
• Develop and implement a comprehensive guide schedule, considering guide availability, tour demands, and multi-day tour needs.
• Address guide issues, provide support, and foster a positive and collaborative team environment.
• Customer Service and Sales:
• Manage phone sales, email correspondence, and in-person interactions with clients, providing exceptional customer service and addressing inquiries promptly.
• Develop and implement a system for 24/7 phone coverage, ensuring both guide safety and responsiveness to customer needs after hours. This may involve updating voicemail messages and offering flexible tour times to accommodate customer requests.
• Collaborate with Moab Adventure Center (MAC) and other vendors to coordinate bookings, ensure accurate tour information, and maintain strong relationships.
• Proactively pursue strategies to expand the day tour business through targeted outreach, customer follow-up, and networking opportunities.
• Operations and Logistics:
• Utilize the Arctic Reservations system to schedule tours, assign guides, reserve bikes, arrange transportation, and coordinate meals.
• Maintain an up-to-date Google Calendar, reflecting tour schedules, guide availability, and other important events.
• Oversee the maintenance and cleanliness of day tour vehicles, ensuring regular checks of fluids, fuel levels, and overall vehicle condition.
• Facilitate larger group tours, including meal planning and transportation arrangements.
• Financial and Administrative Tasks:
• Complete Day Tour paperwork, including payment confirmations, accident reports (if necessary), and monthly tour records using Excel spreadsheets.
• Manage Best of Moab Tours, handling hotel reservations, dinner arrangements, client and guide communication, and custom itinerary planning.
• Gain a thorough understanding of the company's retail systems and processes, including inventory management and POS procedures. Training will be provided to ensure proficiency in these areas.
• Communicate pricing updates and tour offerings to vendors and partners, ensuring accurate information dissemination.
• Leadership and Problem-Solving:
• Take ownership of the Day Tour program, making informed decisions, solving problems independently, and demonstrating leadership in all aspects of the role.
• Proactively identify areas for improvement and develop solutions to enhance efficiency and customer satisfaction.
• Communicate effectively with the owners and other staff members, providing updates, seeking guidance when necessary, and collaborating to achieve company goals.
• Retail Management:
• Oversee the day-to-day operations of the retail space, ensuring a clean, organized, and inviting environment for customers.
• Manage inventory levels, track sales data, and implement strategies to increase retail revenue.
• Train staff on retail procedures, including product knowledge, sales techniques, and customer service protocols.
• Develop and implement visual merchandising displays to showcase products and attract customer attention.
• Analyze sales trends and customer preferences to inform purchasing decisions and optimize product offerings.
• Group and Emerging Markets Sales Outreach:
• Develop and execute a sales strategy to target group bookings, such as corporate retreats, school groups, and cycling clubs.
• Identify emerging markets and demographics with potential for growth in adventure tourism and mountain biking.
• Attend industry events, conferences, and trade shows to network and promote Rim Tours' day tour offerings.
• Collaborate with marketing to develop targeted campaigns and promotional materials for group and emerging market segments.
• Build and maintain relationships with key decision-makers in the group travel and adventure tourism industries.

Qualifications:

• Proven experience in a similar role, preferably in the outdoor adventure or tourism industry.
• Strong organizational and time management skills with the ability to manage multiple tasks simultaneously.
• Excellent interpersonal and communication skills (written and verbal).
• Proficient in Microsoft Office Suite, including Excel and Google Calendar.
• Knowledge of mountain biking and the Moab area is highly desirable.
• A valid driver's license and a clean driving record.
• First Aid and CPR certification.
• Experience in retail management and sales outreach is a plus.

This expanded job description now includes responsibilities for managing the growing retail space and conducting sales outreach to groups and emerging markets. These additions reflect the company's commitment to diversifying revenue streams and expanding its customer base.

Job Type: Full-time

Pay: $35,000.00 - $45,000.00 per year

Benefits:

• Employee discount
• Flexible schedule
• Health insurance

Schedule:

• 8 hour shift
• Evenings as needed
• Holidays
• Monday to Friday
• On call
• Rotating weekends
• Weekends as needed

Supplemental Pay:

• Bonus opportunities
• Commission pay

Work Location: In person

Salary : $35,000 - $45,000