| Detail | For this role |
|---|---|
| Department | Hospitality |
| Level | Mid level |
| Reports to | Head of Travel Operations |
| Direct reports | None |
| Experience | 3 to 7 years in tour operations |
Tour Manager job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Tour Manager
Department: Hospitality
Reports to: Head of Travel Operations
Location: [City], [office, branch or site]
About the role
A Tour Manager leads tour groups on the road and makes sure the trip runs well. They manage the itinerary day by day, handle logistics and problems, and keep travellers safe, informed and happy. The role reports to the Head of Travel Operations or Travel Branch Manager. A good Tour Manager keeps a group on schedule and in good spirits, handles the surprises that every tour brings, and sends travellers home with a trip they will recommend to others.
Key responsibilities
- Lead the tour group through the itinerary day by day on the road.
- Coordinate transport, hotels, meals and activities as per the plan.
- Brief travellers each day on the schedule, timing and local information.
- Handle problems on the road such as delays, changes and emergencies.
- Keep the group safe, together and on time throughout the tour.
- Manage relationships with drivers, guides and local suppliers on tours.
- Handle traveller requests, complaints and special needs sensitively on the road.
- Manage the tour budget, payments and expenses on the ground.
- Keep records of the tour, expenses and any incidents.
- Gather feedback and report on the tour after it ends.
Requirements
- Degree or diploma in travel and tourism
- Tour leading experience
- Language and destination knowledge
- 3 to 7 years in tour operations
KRAs and KPIs for a Tour Manager
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Tour delivery | Tours run to the itinerary with no major failure on the road |
| Traveller satisfaction | Tour feedback score held above the agreed level |
| Safety | No avoidable safety incident on tours during the year |
| Budget control | On ground tour expenses kept within the approved budget |
| Problem handling | On road issues resolved without escalation where possible |
Skills and tools
Tools used day to day: Travel booking systems, Mobile itinerary apps, MS Excel, Expense sheets, Communication tools.
Reporting line and career path
Next roles: Travel Branch Manager, Head of Travel Operations, Product Manager Tours
Interview questions for a Tour Manager
- How do you keep a large group on schedule during a tour?
- How do you handle a hotel or transport problem on the road?
- How do you deal with a difficult traveller in the group?
- How do you manage a medical or safety emergency on tour?
- How do you manage the tour budget on the ground?
- How do you keep travellers happy when plans change?
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What does a Tour Manager do?
A Tour Manager leads tour groups on the road. They manage the itinerary day by day, coordinate transport, hotels and activities, brief travellers and handle problems and emergencies. They keep the group safe, on time and happy, manage the on ground budget and report after the tour, reporting to travel operations.
What is the difference between a Tour Manager and a tour guide?
A tour guide provides local knowledge and commentary at a destination or site. A Tour Manager travels with the group throughout the trip, managing logistics, hotels, transport, problems and the overall experience. The guide informs at a place; the manager runs the whole tour end to end.
What qualifications does a Tour Manager need?
Most Tour Manager roles ask for a degree or diploma in travel and tourism with tour leading experience and three or more years. Language and destination knowledge, calm problem solving and strong group handling matter most, along with the stamina for long days on the road.