Ground Operations Supervisor

Overview

The team working at The Tour Guy is creating a user ecosystem that revolutionizes how travelers connect with destinations. We genuinely believe in the record of humanity and how learning about our cultures (good and bad) can improve us as individuals and bring us closer as a group. We achieve that through thoughtful and well-constructed travel experiences and powerful content.

We're looking for a reliable and organized Ground Operations Supervisor based in London
, who will support daily tour operations, manage welcome staff logistics, and ensure on-the-ground service runs smoothly.

• Daily Operations Support: Ensure the smooth execution of daily tours by being actively present on the ground, handling real-time issues, unexpected disruptions or last-minute changes (e.g. strike) to guarantee timely resolution and minimal impact on service.
• Coordination with local suppliers for essential materials (e.g. headsets) and manage transportation logistics to support day-to-day operations.
• Communication Hub: Act as the local point of contact for guides, welcome staff, and central teams, ensuring clear communication and keeping all stakeholders informed through updates, reports, and recaps to support alignment and continuous improvement.
• Quality Control: Monitor on-site service standards, regularly join or shadow tours to directly assess performance, identify areas for improvement, and report issues to maintain a high level of customer experience.
• Product Development: Lead the ideation, development, and launch of new tour products and experiences, ensuring alignment with The Tour Guy’s brand, quality standards, and market demand.
• Customer Experience Feedback Loop: Collect and analyze customer feedback from guides and post-tour surveys and collaborate with the team to turn feedback into actions to improve our services.

• The candidate must be based in London
  , with a residential location that allows fast and convenient access to the city’s major points of interest.
• Ability to commute efficiently without long travel distances is essential.
• Strong organizational and communication skills
• Able to work independently and under pressure
• Comfortable using tools like Google Sheets, Excel, CRM systems

• Experience managing part-time/freelance staff
• Familiarity with London tourism landscape
• Interest in culture, history, and local experiences

You'll be working with a passionate team dedicated to making travel meaningful. If you're solution-oriented, reliable, and love being behind the scenes of a great experience, we’d love to hear from you.

Note:

At The Tour Guy we offer equal opportunities. We are committed to treating all candidates equally based on their skills, achievements and experience regardless of their race, nationality, sex, age, disability, sexual orientation, gender identity or any other classification protected by law.