You’re not just coordinating logistics; you’re the backbone of our frontline support, ensuring both guides and guests receive five-star service at every turn. Working alongside the Operations Manager, you’ll keep schedules running smoothly, resolve real-time issues, and champion a culture of proactive support and operational excellence.
What You’ll Do: All with a Customer-First Mindset
Scheduling & Dispatch Support
Build and maintain accurate weekly guide schedules, always considering the guest experience and staff well-being.
Manage shift changes and last-minute coverage, jumping in with a solution-focused, service-oriented approach.
Be available to support live operations—no-shows, guest issues, last-minute bookings; acting as the go-to person for real-time problem-solving.
Guide & Guest Experience Coordination
Serve as the first point of contact for guides, fielding scheduling questions, requests, and concerns with empathy and clarity.
Partner with Head Guides and cross-functional teams to ensure every tour is properly staffed and every guest expectation is met.
Operational Performance & Service Tracking
Monitor and report on service KPIs—attendance, punctuality, schedule adherence—always escalating concerns that could impact guest satisfaction or team morale.
Keep schedules, updates, and communications clean, accurate, and guest-centric using tools like Google Sheets, Discord, and Rippling.
Live Support & Issue Resolution
Proactively address operational challenges as they arise, resolving issues in real time and ensuring minimal disruption to our guides and guests.
Support evening and weekend operations during peak season, maintaining a high-touch, responsive service culture even when things get busy.
Project & Process Improvement
Help drive process improvements with a keen eye for how changes will impact both the guest and guide experience.
Assist with training, SOP updates, and seasonal projects that make our service delivery even stronger.
What Success Looks Like
Guides feel supported, informed, and empowered resulting in outstanding guest reviews.
Scheduling and dispatch run seamlessly, even when issues pop up.
You’re known as the person who “makes it happen,” especially when service is on the line.
Guest-facing and guide-facing communications are always timely, clear, and friendly.
Must-Have Experience & Skills
1–2 years in a customer service, guest relations, hospitality, scheduling, or dispatch role
Comfort with spreadsheets and scheduling platforms (Google Sheets, Excel, etc.)
Strong communication skills: calm, clear, empathetic, and solutions-driven
Proven ability to manage multiple priorities while keeping people at the center of every decision
