Tour Staff Specialist

About Us G Adventures is the world’s largest small‑group adventure travel company and we’ve been making epic travel memories happen on all seven continents for over 30 years. Our mission is simple: to change lives through travel. And not just our travelers’ either. Since day one, our tours have been built to establish meaningful relationships with local communities, directly benefiting the people and places we visit at every step of our tours. With the demand for travel coming back strong, we are set up and excited for this next chapter in our company’s story — and we’d love for you to be a part of it. Our DNA revolves around building, nurturing, and developing a diverse culture of people and a true sense of belonging, where everyone is encouraged to bring their authentic self to work each and every day. You’ll have the opportunity to grow your career, and yourself, alongside a passionate, talented, and welcoming community that works hard to spread goodness around the world. If all that sounds like your kind of thing, well, we can’t wait for you to join us. About the Role Our Operations team is evolving and we are looking for our next superstar to join the team. If you are someone who loves organisation and leading others, have a passion for travel and a good understanding of Australia (and ideally, New Zealand) as travel destinations, keep on reading As a member of the Oceania Operations team, you will play a key role in driving the ongoing success, growth and engagement of our Tour Staff out on the road, helping them to deliver life changing small group adventure tours across Australia and New Zealand. Along with leading our incredible team of Tour Staff which includes our CEOs, Tour Leaders, and Expedition Leaders, this role will be responsible for a wide range of projects and administrative tasks to ensure both the smooth delivery of our tours, as well as contributing to Oceania’s strategic growth. While primarily responsible for Australia, this role will also play a role in supporting our New Zealand team and tour operations. This includes shared responsibility for the Oceania on‑call emergency phone on a rotational basis with the rest of the regional operations team, and shared leadership and administrative responsibility when required. This role will require some travel, and at times at short notice. This role is a hybrid role based out of Brisbane where a minimum number of days as set by the region, is required in the office. If you are looking for the next step in your career and with plenty of opportunity to grow, apply now What you’ll be doing Leadership & Engagement Act as an ambassador and role model of the G Adventures core values. Maintain engagement amongst Tour Staff and between the Local office and G Adventures globally. Contribute to G Adventures performance by displaying a positive, enthusiastic attitude and showing support and involvement in G Adventures initiatives and activities. Foster a culture of collaboration and innovation through ongoing brainstorming and other sessions with Tour Staff. Lead regional engagement initiatives for Tour Staff and contribute to special projects, connecting with the region's True Believers. Work closely with G Force & Global Tour Staff Manager to further improve and support the regional Tour Staff team. Serve as the first point of contact for all business queries and challenges related to tour staff management in the region. Provide regular updates to Ops leadership on ongoing projects, as well as Tour Staff engagement, performance, challenges and opportunities. Work in close collaboration with other regional Tour Staff leadership team members and broader Operations team, ensuring consistent Tour Staff support is provided across Oceania. Foster and maintain positive relationships with and between DMCs and vehicle suppliers, Tour Staff, and Operations. Recruitment & Training Management of the full recruitment process including anticipating when new Tour Staff will be required, reviewing applications, finding new recruitment methods, interviewing and onboarding. Manage all aspects of Tour Staff Training programs: Forums, Wanderer programs (virtual, hybrid and in‑person), National Geographic Journeys with G Adventures and any other specialized training programs. Responsible for recognising the need for any ongoing training programs in the region and planning the structure of what needs to be addressed. Oversee and manage the creation of regional resources & the development of the Tour Staff Resource Website. Performance Management Support the ROM with regular Tour Staff Performance Reviews, managing and reporting on performance, including 1 on 1 reviews. Provide ongoing coaching, mentorship and feedback for the Tour Staff team, with a focus on developing leadership capacity and a positive culture within the team. Support Tour Staff by acting as a conduit between Tour Staff, local office and the Base Camp team. Review traveller evaluations and take action based on Tour Staff comments and scores. Responsible for management of the region’s Tour Staff Code of Conduct database. Manage, coordinate and communicate all actions related to Tour Staff Performance issues. Support DMCs vehicle suppliers in ensuring Tour Staff operate vehicles in a safe, efficient and compliant manner, and adhere to relevant regulations. Administration Oversee all administrative duties related to the onboarding of new and returning Tour Staff: creation of profile in systems, First Aid Certificate, Background Check etc. Support the Tour Staff contract signing process. Manage the Tour Staff roster. Oversee and manage any pre‑trip/post‑trip briefings. Oversee the process of ordering, distributing, and all admin surrounding Equals Cards and Tour Staff Swag. Support Tour Staff with the sale of optional activities, including management of optional supplier relationships and all supporting resources. Manage Tour Staff relocation travel and accommodation in a cost effective and efficient manner. Manage basic troubleshooting related to our systems. Facilitate ongoing training to Tour Staff as needed related to systems and how we use them. Provide the technology team feedback on improvements to our systems. Financial Support the ROM in building, managing and adhering to the regional tour leader administration (Overhead) budget. Oversee and manage timely submission of all aspects of the region’s on‑tour finances. Collect feedback from the Tour Staff team regarding budget discrepancies and coordinate with Operations to ensure timely updates. Support Operations Leadership and DMCs with ongoing projects such as remuneration reviews and Tour Staff policies in line with local legislation. Build and maintain a solid understanding of payroll processes and HR policies. Oversee the distribution of commissions generated by optional activity sales. Support for our Travellers/CIM Manage and coordinate ground support for logistical issues during trips and on‑trip emergencies, assist local Operations team with Critical Incident Management. Manage Critical Incident reports where required. Assist in Tour Staff related complaint resolution. Communicate efficiently with the Ops Team, Customer Solutions and other stakeholders on complaints to deliver appropriate solutions. Support where required during times of emergencies, ensuring Field Ops, Suppliers and the appropriate Brands are notified and kept updated with all pertinent information. Carry the after‑hours Oceania emergency phone as required, in rotation with others. What you’ll need to be successful 2+ years of experience working in the tourism industry. On‑road tour leader and/or people leadership experience preferred. Ability and willingness to travel/train as needed. Consistent phone reception and Wi‑Fi is a must for this role. Familiarity with the geography of both Australia and New Zealand. Exceptional customer service and communication skills with proficiency in Google Suite. Self‑motivated, highly organised, strong office administration and problem‑solving skills. What do we offer you? Competitive salary commensurate with the role. Competitive benefits package. Birthday day off. Vacation time for you to recharge. Enhanced Parental Leave. Learning and growth opportunities. Employee Resource Groups. *Applicable based on location* G Adventures is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants. #J-18808-Ljbffr