Location: Bucharest (office-based, with occasional travel to destinations) · Full-time, year-round · Competitive package

About the role

We are one of Romania's leading tour operators, and we're building something new: a department that owns the entire guest experience — from the moment travelers arrive at the departure airport, through their tour with our guides, to the resident service waiting for them at the destination.

The scale is real: guest service across multiple destinations in Europe and on our new long-haul exotic routes (Mexico, the Dominican Republic, Thailand, Vietnam, Sri Lanka, Kenya and more), a distributed seasonal team of residents and tour guides, and full budget responsibility for the department. You'll lead a dedicated team, set the standards, and answer for both service quality and the bottom line.

You don't need to come from the tour-operating world — you need to know what world-class service operations look like and how to run them profitably. We'll teach you our industry; you bring the leadership.

What you'll do

• Lead and develop your team, including the Tour Guide Coordinator and the Destination Service Manager, with oversight of residents and tour leaders
• Set service standards across all destinations and ensure consistently high-quality resident service
• Oversee tour guide scheduling, trip preparation, settlements, and payroll
• Own the financial results of optional excursions, guide packages, and on-site sales — including pricing, margins, and sales targets
• Manage airport service for guests in departure cities (assistance, check-in support, information)
• Handle on-site escalations and customer complaints
• Build and manage the department budget, control costs, and report results to the Board
• Coordinate closely with Product, Sales, and Marketing

What we're looking for

• Several years of leadership experience in a service-driven industry — travel, hospitality, aviation, cruise, or similar; a tour operator / destination services background is a strong plus, but not a must
• Proven ability to manage a distributed, seasonal team across multiple locations
• Commercial acumen: comfort with revenue models, pricing, margins, and sales targets
• A balance of commercial drive and a genuine focus on guest experience
• Working knowledge of English (additional destination languages a plus)
• Willingness to travel for occasional visits to the destinations you oversee

How we'll measure success

• Customer satisfaction scores (surveys, resident and guide ratings)
• Accuracy and timeliness of guide settlements
• Budget performance
• Complaint volume and resolution time

What we offer

• A year-round, full-time position (not seasonal) with a competitive salary and bonus scheme
• The opportunity to shape and lead a newly created department from day one — spanning tour operations, destination service, and airport support
• Real impact in a company launching new destinations and growing fast
• Office-based role in Bucharest with occasional trips to the destinations under your responsibility

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