Assistant Operations Manager

The goals of an Assistant Operations Manager at Bindlestiff Tours will be to help develop and streamline our policies and procedures. This will include the development of our hiring practices, as well as training and continued management and support of our tour guides. As we expand, it is important that the Assistant Operations Manager fosters a structured, yet caring and supportive environment for our guides.

This is a full-time salaried position based in Las Vegas, NV

The nature of the travel industry demands strong customer service skills and complete guide support, which often requires non-regular work days/hours. Flexibility is important, and the ability and willingness to step up to the plate, assume ownership of a situation and cover for a teammate, or rescue a tour anywhere from Death Valley to Seattle (hopefully not often!!) & beyond is needed for this role.

An Assistant Operations Manager will be responsible for performing and/or assisting with all duties related to the smooth operation of our tours in support of Senior Management. This may include (but is not limited to) handling customer complaints, guiding trips (in an emergency situation), office/guide area organization and van rescues.

An Assistant Operations Manager will be expected to behave professionally and responsibly, to complete tasks efficiently and accurately within given timelines, and to accomplish daily job duties with minimal supervision, but overall guidance from senior management. Detailed responsibilities are listed, but not limited to the below:

Ongoing Operations

• Facilitate with New Hires & Returning Leaders
• Collaborate with office staff to make sure HR files and Driver’s Qualification files are complete with all necessary copies of documentation
• Ensure all Nevada and federally mandated documents are valid and up to date.

Training Oversight

• Develop strong systems to ensure professional hiring practices, responsible, ongoing training and thorough follow through of policies and procedures.
• Ensure guides are equipped with proper supplies and equipment.

Work with the Fleet on administrative necessities

• Electronic Log Documentation (ELD) training and auditing duties including documented follow up with guides for counseling & corrections.
• Vehicle damage forms in files and follow up with disciplinary action as needed.
• Ensure Fleet is aware of proper paperwork to include in vehicles, such as sufficient insurance and all permits for sites visited.
• Oversight of Staff Meetings - with support of senior staff.
• Coordinate effective periodic guide meetings and follow-up procedures to ensure all guides have been given most current information.
• Assist owners/senior management with customer complaints, follow up, and refunds in a timely manner, collaborating with office staff in this function.\
• Assist in creation of Job Descriptions and additional team member management as needed.

Permits, Commercial Use Authorization and Contracting

• Permit Oversight - Acquisition and Renewal.
• Supporting Senior Staff to ensure all necessary permits are acquired and valid at all times by ensuring annual reporting & applications are filed timely and all van folders contain up-to-date packets with pertinent paperwork including, the National Park Service, United States Forest Service, National Recreation Areas, National Conservation Areas and other locations as needs arise.

Collaboration with Customer Service Representative (CSR) / Reservations Team

An Assistant Operations Manager is expected to communicate closely with the reservations team to ensure the following duties are being carried out effectively:

• CSR to double-check all reservations put into the system each workday and to:
• Supervise the day-to-day use of the reservation system
• Identify and correct any errors in reservations - Following up with an Ops Manager if there are
  consistent issues.
• Monitor tour bookings and adjust capacity as bookings come in
• Monitor payments due to be picked up, vendor bookings
• Handle financials in reservations as needed including refunds, multiple activities, discounts etc.
• Manage cancellations to ensure handled correctly
• Monitor sold out tours and notify vendors when necessary
• Handle donation requests and Gift Certificates

***** Please note - that the above responsibilities are mostly handled by the CSR Team, but are required to know how to do in case they need a hand*****

Private Tours

Assist with logistical management of private tours as they come in, and ensure guides and all other pertinent staff are aware of customer needs.

An Assistant Operations Manager will be expected to support and learn how to handle all aspects involving Private Tours.

This includes:

• Custom product development - Work with all necessary staff to ensure each custom tour fits the needs of the customer, while ensuring the tour fits cohesively within all operational and legal boundaries.
• Supporting the CSR staff to professionally handle the needs of Charter Parties and Groups as they call in to book tours.
• Support and ensure Charter Parties and Groups have absolutely amazing customer service given from the first call they make, all the way through to the follow-up after their tour.

Business Development

An Operations Manager with Bindlestiff Tours will from time to time be involved with strategic planning, new product development and industry outreach, which may involve:

• Participation in management meetings to explore and discuss expansion possibilities - with senior staff.
• Participation in travel trade events to represent Bindlestiff Tours alongside marketing team and/or owners as deemed necessary. Travel Paid for to travel
• Involvement in creating or delegating social media outreach programs on various Bindlestiff Tours social channels.

Assistant Operations Manager is inclusive of:

• PTO – accrual
• Health Insurance / Contribution
• 401K
• Paid Vacation, and Travel/ Work Perks
• Industry Discounts - pro-deals on clothing & gear
• Travel Discount - Domestically and Internationally with our partner brands
• Base Salary Starting at 60k, commensurate with experience