Tour Staff Supervisor at G Adventures

What you'll be doing:

Team Leadership & Staff Management

• Maintain the full CEO lifecycle framework including recruitment pipeline, onboarding, shadow coaching, development, and offboarding.
• Maintain engagement among tour staff, G Reps, local office and global G Adventures teams by leading regional tour staff engagement initiatives.
• Provide day-to-day leadership of the tour staff team, working closely with Operations to ensure clear priorities, consistent communication and aligned decision making.
• Serve as the primary point of contact for all business inquiries and challenges related to tour staff management in the region.
• Manage and coordinate all actions related to tour staff performance issues, ensuring timely resolution.
• Lead the tour staff performance, including quarterly reviews, regular 1:1s and ongoing coaching, ensuring performance documentation and improvement plans are kept up to date.
• Manage and coordinate all actions related to tour staff performance issues, ensuring timely resolution.
• Lead monthly performance check-ins and maintain structured documentation

Recruitment, Onboarding & Training

• Manage the end-to-end recruitment process for tour staff, including forecasting needs, reviewing applications, sourcing candidates, conducting interviews, and finalising contracts.
• Oversee and manage tour staff training programs, including Forums, Wanderer programs (virtual, hybrid, and in-person), National Geographic Journeys, Overlanding driver training and other specialised training.
• Oversee all administrative onboarding duties for new and returning tour staff in systems such as Workday and Polaris.
• Maintain a regional skills matrix and ensure optimal match between CEO competencies and trip requirements.
• Coordinate remedial training plans and link training outcomes to performance outcomes.
• Tailor recruitment, training, and performance management programs to meet the diverse needs of multiple brands.
• Support regional travel style training and compliance requirements.

Operations, Scheduling & Budget Management

• Manage the tour staff scheduling process, including forecasting regional staffing needs and approving final schedules.
• Oversee monthly audits of Workday, Polaris, compliance documents and Equals Cards
• Manage CEO relocations, swaps, allowance rules, and days-off accommodation processes.
• Oversee swag stock control and ordering cycles.
• Develop and manage the tour leader administration (overhead) budget, ensuring alignment with company targets and operational needs.
• Ensure timely and accurate submission of all tour staff-related financial information, including allowances, expenses, and payroll, while working with the tour staff accounts payable team to resolve discrepancies.
• Implement and maintain regional tour staff policies and procedures, ensuring consistency, compliance and clear communication of changes to all tour staff.

Crisis & Incident Management

• Coordinate ground support for logistical challenges and emergencies during trips; assist local Operations teams and Manager, Tour Staff with Critical Incident Management.
• Conduct structured CEO debriefs after incidents and ensure follow-up actions are completed.
• Ensure SOP and brand-standard compliance in all operational decisions involving Tour Staff.
• Review Critical Incident reports in a timely and thorough manner, ensuring follow up actions, CEO debriefs and documentation are completed as per CIM SOPs.
• Provide support during emergencies by liaising with local operations team, suppliers, DMCs and brands - ensuring consistent and accurate communication.
• Participate in emergency phone rotation and respond to crises outside of regular working hours when required

Communication, Collaboration & Brand Representation

• Represent G Adventures and client brands appropriately across the region to maintain brand standards.
• Represent Tour Staff in cross-functional process improvements across Ops, Fleet, Product, Buying and Finance.
• Produce monthly Tour Staff reporting including KPIs, trends, issues, and recommendations.
• Support collaboration with Operations and other departments to address regional and brand-specific tour staff needs.
• Maintain and report on key Tour Staff KPIs (days worked, NPS, performance, CIM patterns, recruitment pipeline, budget adherence) and lead continuous improvement initiatives based on these insights.

Skills & Experience

• Minimum of 5 years’ experience in tourism operations.
• At least 2 years in a management role within the travel industry.
• Proven people management and project management experience.
• Experience designing and delivering training with a flexible and motivational approach.
• Advanced proficiency in English, both written and verbal.
• Strong knowledge of Microsoft Excel, Word, Google Suite, and social media platforms.
• Excellent office administration, problem-solving, and organizational skills.
• High attention to detail and accuracy.
• Exceptional customer service and communication abilities.
• Previous experience as a Tour Guide is a plus

What Do We Offer You?

• Competitive Total Rewards Package, including exclusive travel perks!
• Additional days off, including on your birthday!
• Vacation time for you to recharge
• Enhanced Parental Leave
• Meaningful Employee Recognition Program
• Learning and Growth Opportunities
• Employee Resource Groups