Ground Operations Coordinator Lead

4 settimane fa

Firenze, Italia Take Walks by City Experiences A tempo pieno

**City Experiences is seeking a Ground Operations Coordinator Lead for their Walks & Devour Division in Florence, Italy.**

**This position is remote with some travel to operations in Florence.**

**This is a full-time, permanent position, paying a salary of €24,000.**

**About us**

Walks is a leader in the tours and activities industry, offering unique and memorable travel experiences across the globe. Recently acquired by a major US-based travel group, City Experiences, Walks has joined forces with award-winning food tour operator Devour Tours with a shared mission to create amazing experiences for our guests. We are an innovative, ambitious, travel-loving team working within an environment that allows you to be a part of the larger picture and encourages your development. We strive for a culture that is laid back, but professional, allowing the ability to learn and collaborate in an approachable environment. Have questions? Ask them Our diverse team is innovative, creative and dynamic. If you're an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

**About You**:
**Ground Operations Coordinator Lead** is a strong, engaging, and performance-oriented professional who is flexible, collaborative, self-starting and highly organized. This role will require a keen eye for detail and the propensity for dynamic and unique problem-solving. Your role will be to ensure that the day-to-day operations of our Florence Market run smoothly. You will be responsible for the administration and operations of the market, liaising with our central Operations team and the Ground Operations Manager. This person must have high energy, a "can do attitude," and must also embody City Experiences’ RESPECT Service System.

It is imperative that you are not only an expert on your city, but that you also feel passionately about the sights and sounds it has to offer to our guests. This role will be based in Rome and will be responsible for supporting our continued growth through developing and nourishing a network of guides, suppliers, and coordinators in the market.

You would need to be available to work on a flexible schedule with the occasional need to be present for off-schedule events and travel.

**About the Opportunity**:
As **Ground Operations Coordinator Lead**you will be responsible for the administration and operation Florence market, working hand in hand with our Central Operations team and the Ground Operations Manager to support our business in Florence. Aside from being heavily involved in the day-to-day operations of our walking tours, food tours, and day trips in the region, you will focus on the details and the customer-facing experience; you will aim to provide direction, support to a team of local freelance guides and tour leaders; managing relationships with any external partners or suppliers; ensuring that our operations procedures line up with our needs on the ground and our central teams and leadership are well informed.

You will be the chief gatherer of feedback - from guides, partners, guests, and personal experience.

This role will be based in Florence and will be responsible for supporting our continued growth through developing and nourishing a network of Guides and Suppliers. This is not a typical desk job; we expect you to be out and about coordinating tours. You would need to be available to work on a flexible schedule, expected to work weekends and holidays especially during the busiest months of the year.

**Your responsibilities**:

- Tour coordination: collecting tickets, checking guests in, resolving issues at the start of each tour, and filing reports on what took place
- Managing the day-to-day operations and post-tour reconciliation
- Guide support
- Accounting: Cash & Ticket tracking, as well as any other expenses needed to run daily operations
- Material and Branding: procurement and distribution
- Ground Operations Quality: Report any need for changes in product, tour delivery, suppliers, our tour itineraries. Proactively thinking of ways to improve efficiencies, procedures, and quality
- Assist Operations team with guide switching escalations, helping to find resources where necessary or addressing and escalating persistent non-compliance with procedures.
- Suggest tour revisions or contract revisions to Ground Operations manager
- Onboarding and Training of new coordinators
- Coordinator Scheduling: Coordinator task distribution shifts and optimal staffing
- Workflow support for Operations team where volume requires, and Ground Operations team have resources available (particularly low season or large purchases)
- Workflow support for Ground Operations Manager where volume requires, and Ground Operations team have resources available (guide hiring, guide events etc.)
- Assist Operations team, helping to find resources where necessary or addressing and escalating persistent n

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