Tour Director Support Specialist

				Overview:

COMPANY SUMMARY

At Holiday Vacations, our mission is to enrich lives with valued travel experiences. We offer inclusive guided tours led by professional Tour Directors to more than 70 destinations on six continents. We travel by air, motor coach, trains, and cruises on itineraries that bring the destination alive for our guests. We are headquartered in Eau Claire, Wisconsin and are a subsidiary of Xanterra Travel Collection, the largest national park concessionaire in the U.S. Xanterra also owns other tour operator and cruise line brands including VBT Bicycling Vacations, Country Walkers, and Windstar Cruises.

WELCOME TO "THE HV WAY"

* Honesty & Integrity: We act with honesty and accountability, building trust with every guest, partner, and teammate. We keep our promises.
* Create Community: We create community by treating each other and our guests like extended family, fostering belonging, celebrating, and supporting one another.
* Surprise & Delight: We go beyond expectations to create meaningful experiences. We make every effort to exceed expectations.
* Grow Together: We embrace curiosity, feedback, and continuous learning - always striving to be better and do better.
* Innovate Boldly: We seek fresh ideas, adapt to change, and look for ways to stay ahead in a dynamic travel landscape
* Protect What Matters: We prioritize safety and sustainability for our people, our guests, and the places we explore.
* Celebrate the Team: We succeed together, value each person's gifts and contributions, and take time to enjoy the journey along the way.

POSITION SUMMARY

Reporting to the Tour Director Manager, the Tour Director Support Specialist ensures Tour Directors are set up for success before, during, and after each tour. This role blends data-driven accuracy with warm, service-oriented support. You'll be managing files and access in Microsoft Teams, preparing and shipping tour materials, maintaining records and inventories, and responding to questions with clear, timely communication. You'll track details, spot issues early, and collaborate across departments to keep information flowing and tours running smoothly, even on busy deadline days. If you enjoy organizing complex details, building positive relationships, and helping frontline teams deliver exceptional guest experiences, you'll thrive here!

Responsibilities:

AREAS OF RESPONSIBILITIES

* Ensure Tour Director readiness by preparing and distributing Tour Document Boxes and supplies, provide clear pre-departure updates and any last-minute information.
* Serve as the primary contact for Tour Directors needs; provide information, answer questions, and maintain positive, professional relationships.
* Create and manage Microsoft Teams' channel access and file structures for Tour Directors to ensure the right information is easy to find.
* Assist the Tour Director Manager in the planning and coordination Tour Director events, including the annual meeting, coffee chats, and 1:1 or small group listening sessions.
* Assist the Tour Director Manager with timecard approvals by collecting, verifying, and tracking exceptions. Provide cross-department office support during staff absences.
* Maintain accurate Tour Director records (contact details, certifications) and assist with booking Tour Directors and trainees on tours.
* Actively monitor guest survey results, identify trends, and escalate issues or opportunities for improvement.
* Lead the Annual Tour Director Engagement Survey logistics-prepare, launch, categorize and summarize responses, and produce reports.
* Assist with the new Tour Director interview and training process.
* Maintain inventories and partner with vendors to manage the online uniform store.
* Other duties as assigned. 

Qualifications:

REQUIRED JOB COMPETENCIES

* Planning and Organization:Plans, priorities, and organizes work to focus on what matters most in the moment; manages time, resources, and information to meet deadlines; maintains orderly systems and proactively adjusts plans as priorities shift.
* Communication: Proactively communicates clearly, respectfully, and effectively - both verbally and in writing - with internal and external partners; adapts to audience, listens to understand, asks clarifying questions, and confirms mutual understanding with timely updates and documented decisions.
* Accuracy: Delivers precise, error-free work by carefully entering data, performing correct calculations, and producing complete final deliverables, meticulously reviews and verifies information, processes, and outputs to maintain high standards and prevent errors.
* Problem Solving and Creativity:Ability to analyze issues to identify root causes; generates innovative, practical solutions that improve processes and create value; balance data, judgement, and measured risk taking to make timely decisions; tests iterates and learns from outcomes.

KNOWLEDGE, SKILLS, AND EXPERIENCE

* High school diploma with 2 years in an administrative or clerical support role required.
* Ability to work effectively under pressure and time deadlines.
* Strong attention to detail, organizational, and time management skills.
* Excellent verbal and written communication skills.
* Ability to work both independently and within a team.
* Proficiency with MS Office products required (Excel, Outlook, Word, and Teams).
* Experience using Smartsheets, Ring Central, Dayforce. (Preferred)
* Experience using web conferencing software (Ring Central). (Preferred)

WORKING CONDITIONS AND ARRANGEMENTS

* Work Location & Arrangement: The location for work is the Holiday Vacations corporate headquarters in Eau Claire, Wisconsin with a hybrid work arrangement. The standard expectation is three (3) days onsite and the option to work from home up to two (2) days per week within the State of Wisconsin, based on business needs. Onsite days may shift week-to-week to support meetings, events, training, or peak workloads. The office environment may have moderate noise levels from office equipment and verbal interaction.
* Schedule: Work hours are generally during the regular business week, but there may be variations due to the time of year and department demands. This position follows a hybrid work arrangement, involving both in-office and remote work, based on the department's needs. Travel may be required, especially for travel show execution.
* Physical Requirements: The job requires the ability to sit for extended periods of time, as well as the ability to frequently walk and lift or carry up to 35 lbs. May require bending, twisting, stooping, grasping, and reaching outward or above shoulders, lift/carry and push or pull up to 50 lbs.
* Technical and Home-Office Requirements: Must have a distraction-free workspace/environment with space for a desktop computer with two monitors. Must have a stable power source and internet connection, including a dedicated high-speed internet and ethernet connection. Connection cannot be wireless, Wi-Fi extenders, Wi-Fi repeaters, or hotspots. Ability to plug in your equipment to modem/router during work times.

BENEFITS

For full-time employees, Holiday Vacations offers a comprehensive benefits package including: Medical, Dental & Vision; HSA & FSA; Life & Disability; Accident, Hospital & Critical Illness; Pet Insurance; Paid Time Off and Holiday Paid Time Off; 401(k) with Company Match; Employee Assistance Plan; Education Assistance; and Employee Discounts and Travel Deals.

EEO

Holiday Vacations is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.
			

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