Location: Bucharest (office-based, with occasional travel to destinations) · Full-time, year-round · Competitive packageAbout the roleWe 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 doLead and develop your team, including the Tour Guide Coordinator and the Destination Service Manager, with oversight of residents and tour leadersSet service standards across all destinations and ensure consistently high-quality resident serviceOversee tour guide scheduling, trip preparation, settlements, and payrollOwn the financial results of optional excursions, guide packages, and on-site sales — including pricing, margins, and sales targetsManage airport service for guests in departure cities (assistance, check-in support, information)Handle on-site escalations and customer complaintsBuild and manage the department budget, control costs, and report results to the BoardCoordinate closely with Product, Sales, and MarketingWhat we're looking forSeveral 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 mustProven ability to manage a distributed, seasonal team across multiple locationsCommercial acumen: comfort with revenue models, pricing, margins, and sales targetsA balance of commercial drive and a genuine focus on guest experienceWorking knowledge of English (additional destination languages a plus)Willingness to travel for occasional visits to the destinations you overseeHow we'll measure successCustomer satisfaction scores (surveys, resident and guide ratings)Accuracy and timeliness of guide settlementsBudget performanceComplaint volume and resolution timeWhat we offerA year-round, full-time position (not seasonal) with a competitive salary and bonus schemeThe opportunity to shape and lead a newly created department from day one — spanning tour operations, destination service, and airport supportReal impact in a company launching new destinations and growing fastOffice-based role in Bucharest with occasional trips to the destinations under your responsibility Show more Show less