Operations Specialist

The primary focus of the Operations Specialist is to ensure the smooth execution of our experiences across several markets (Milwaukee, Chicago, Detroit), which include public and private tours, cruise excursions, day trips, and custom events. This person takes the lead role in communicating with staff, partners, vendors and clients. They make all necessary reservations, and coordinate all facets of a given tour/event experience.  

This position is fast-paced and requires the ultimate level of detail orientation. We are seeking a candidate with a passion for showcasing the Milwaukee, Chicago, Detroit and the wider Great Lakes region. This candidate needs to be flexible, focused, able to problem solve, and able to work independently on multiple projects at one time. This position will play an integral role in elevating our company to a new level of growth. 

This is a hybrid position, consisting of a combination of office / in-person meetings (50%) and remote (50%) work. The candidate must be able to attend in-person meetings and events throughout the region as needed, as well as some travel to other port cities for site visits and trainings, and to conventions such as the National Tour Association, Arrival 360, and the American Bus Association. 

The company headquarters are based in Milwaukee, WI.

TOUR OPERATIONS

• Make all reservations, and create or finalize itineraries for tours in Milwaukee, Chicago and Detroit.
• Respond with timely customer communication to meet or exceed customer expectations (phone, virtual meetings, email, etc.).
• Implement tours offered to clients, which include the timely communication with clients, advance scheduling to meet staffing and vendor needs, providing payment to partners, managing hotel room blocks, submitting driving itineraries to vendors, clear communication with tour guides for their success.
• Work with clients to finalize bookings, secure payment and execute tours to exceed their expectations.
• Utilize spreadsheets and databases on a daily basis to process payments, organize restaurant reservations and collect participant contact information for marketing purposes.
• Manage and support all client needs on all day-to-day operations.
• Research, secure, and on-board new partner locations for current and potential new services, tours and/or events.
• Meet regularly with restaurant, hotel, and event space partners to initiate, strengthen and maintain dynamic, robust partnerships. Seek feedback from partners and maintain regular communication throughout the year for continued improvement of guest experience.

BUS RENTALS

• Client Engagement: Respond to inquiries from potential and existing clients via phone, email, and online platforms promptly and professionally.
• Booking Coordination: Guide clients through the booking process, including providing quotes, availability checks, and scheduling services.
• Customer Consultation: Assist clients in selecting the best bus rental options based on their needs, such as group size, event type, and budget.
• Relationship Management: Build and maintain strong relationships with clients to encourage repeat business and referrals.
• Contract Management: Prepare and process rental agreements, ensuring all details are accurately recorded and communicated to clients and internal teams.
• Collaboration: Work closely with dispatch, operations, and drivers to confirm schedules, special requests, and logistical details.
• Problem Solving: Address client concerns or changes to bookings, resolving issues promptly to maintain customer satisfaction.
• Upselling: Promote additional services, such as tour guides, catering, or extended rentals, to enhance client experiences and maximize revenue.
• Market Knowledge: Stay informed about the bus rental industry, including competitor offerings and market trends, to provide valuable insights to clients.

• Must be proficient in Microsoft Excel – the vast majority of the tasks in any role within our company requires use of spreadsheets.
• Must be able to master and utilize a variety of tech software and programs, including Gusto, Dropbox, Fareharbor, Google Sheets, and Active Campaign
• Given the nature of the role, some evening and weekend work is required

• Competitive salary and benefits package.
• Employees are eligible to enroll in 401K benefits after 1 year of employment; Company shall match up to 4% of the employee’s contribution to their 401K.
• Employees receive 15 days of PTO plus 9 holidays which are: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day, New Years Eve
• Annual Q1 shut down for a 2 - 4 day mandatory staff retreat.
• Some schedule flexibility based on company needs.
• Potential for annual bonus based on overall health of company
• Opportunity to participate in paid food and travel experiences.
• Friends and Family discounts on all tour offerings.
• Hybrid workflow allows for some remote work.