General Manager

Landsea Tours is looking for a General Manager to provide hands-on leadership for our team and day-to-day operations.

This is a unique leadership role in a business that is equal parts logistics and hospitality. Every day involves moving people, vehicles, schedules and information while making sure our guests have an exceptional experience. When one part of the operation changes, it can quickly affect everything else. The GM is trusted to run the business day to day, make sound decisions, and lead Landsea’s management team and broader workforce. Landsea Tours is jointly owned by Discover Banff Tours and SunDog Tours and operates with support from both parent companies. Through a management agreement, Discover Banff Tours leads several broader business-development functions, including international travel-trade sales, marketing and website management.

The General Manager remains an important representative of Landsea in the Vancouver market, overseeing local hotel relationships and identifying local business-development opportunities. The primary focus of the role, however, is leading Landsea’s people and operations, delivering an exceptional guest experience, and driving strong financial and business performance.

We're looking for someone who sees the big picture but isn't afraid to get into the details. On any given day, that could mean helping solve a scheduling problem, supporting the reservations team through a difficult guest situation, working through an issue with a driver-guide, reviewing business performance, or stepping in wherever an extra set of hands is needed.

You are someone who stays calm when things get complicated and gets involved when the team needs you. You're approachable and easy to reach, but you're also comfortable making decisions and holding people accountable. You don't assume you have all the answers — you ask questions, listen and learn before deciding what needs to happen.

You understand complex operations and can see how staffing, scheduling, vehicles, reservations, customers and other moving parts connect. You are comfortable using technology and looking for better ways of doing things.

Most importantly, you genuinely care about the people you lead. You want them to succeed, you make time to coach them, and you create an environment where people can do good work and enjoy working together.

If that sounds like you, we’d love to hear from you!

What You'll Be Responsible For:

Run the Business

• Take overall responsibility for Landsea's day-to-day operations and ensure the many moving pieces of the business work together.
• Oversee tour operations, reservations, staffing, scheduling, fleet and other resources needed to deliver a reliable guest experience.
• Anticipate operational challenges and respond calmly and decisively when plans change.
• Understand how decisions in one part of the business affect others and bring departments together to solve problems.
• Monitor business and financial performance, manage resources responsibly and identify opportunities to improve how Landsea operates.
• Ensure appropriate standards are maintained for safety, compliance, vehicles and operational risk.
• Accountable for budgets, operational priorities and business planning, and contribute to identifying opportunities for growth in the Vancouver market.

Lead the People

• Provide clear leadership and direction to the management team, ensuring their departments work effectively together.
• Be a visible and accessible leader who regularly connects with employees across the business and understands what is happening in their work.
• Lead, coach and develop Landsea’s managers and broader team, giving people the direction and tools they need while trusting them to do their jobs.
• Oversee workforce planning, recruitment, hiring and performance management.
• Ask questions and understand the facts before drawing conclusions or making decisions.
• Set clear expectations and hold people accountable, including having difficult conversations when needed.
• Help employees learn and grow by coaching them through challenges rather than simply pointing out what went wrong.
• Build mutual respect and strong communication between office employees, driver-guides, operations and other parts of the business.
• Create an environment where employees feel supported making the real-time decisions that are part of a fast-moving tourism operation.

The Guest Experience

• Keep the guest experience at the centre of operational decisions.
• Ensure Landsea consistently delivers professional, safe and memorable experiences.
• Step into complex or escalated guest situations when leadership support is needed.
• Listen to guest and employee feedback and use it to continuously improve tours, service and operations.
• Represent Landsea in the Vancouver tourism market, support the Sales Coordinator in maintaining strong local hotel relationships, and build relationships with tourism partners, suppliers and others who contribute to Landsea's success.

The right candidate will demonstrate on their resume:

• Leadership experience in a complex operational or service environment.
• Experience managing and developing employees.
• Strong operational and logistical problem-solving skills.
• Sound business and financial judgment.
• Comfort using technology and operational systems.
• Experience in tourism, transportation or hospitality is an asset, but experience successfully leading complex logistics and people operations is equally valuable.

During the interview process, we will be looking for behaviors that demonstrate:

• Exceptional interpersonal skills with a “can do “attitude
• A positive and collaborative working style and the ability to build and manage a team environment
• Ability to think critically to solve challenges that might be faced in a fast-paced scaling business
• Strong business acumen
• Understanding of what it takes to create amazing guest experiences

What’s in it for you?

• A fun environment with an energetic team and great guests
• Salary of $90,000-$110,000, based on qualifications and experience
• Paid vacation
• Extended health and dental benefits
• Health spending account
• RRSP contribution matching
• Paid sick days

Think you’d be a good fit?

Please apply online with your cover letter and resume in one document. Please note, this is an on-site work environment, and the expectation is that the right candidate will be able to work in person daily.

While we thank all candidates who apply, we will only be reaching out to candidates who meet the basic requirements on their resume.