Tour Staff Specialist, Middle East & North Africa

G Adventures

About the Role

The Tour Staff Specialist is responsible for supporting the recruitment, training, performance management and engagement of tour staff across multiple brands. This role acts as a key liaison between tour staff and internal teams, ensuring smooth operations, effective communication, and adherence to company standards. Additionally, the role contributes to incident management, financial oversight and continuous improvement initiatives to enhance the overall tour staff experience and operational efficiency.

This role is a hybrid role, where a minimum number of days as set by the region, is required in our Marrakech office.

What You'll be Doing

• Support engagement and communication efforts between tour staff, local offices, and global teams to foster alignment.
• Assist the Tour Staff Manager/Supervisor in executing tour staff-focused initiatives such as brainstorming sessions, incentive programs, and local awards.
• Lead regional engagement projects and contribute to special assignments and initiatives.
• Participate in cross-regional knowledge-sharing initiatives to align best practices and maintain consistency across global operations.
• Provide backup support for other operations team members during peak periods or absences.

Recruitment, Training & Development

• Coordinate recruitment processes, including application screening, interview scheduling, and candidate documentation.
• Support the organization and delivery of tour staff training programs such as Forums, Wanderer tracks, and other specialized sessions.
• Contribute to ongoing development initiatives using tools such as newsletters, videos, and internal updates.
• Assist with global and regional tour staff programs, ensuring cohesion with company strategies.
• Maintain and update tour staff website content and ensure tour resources (e.g., Tech Itineraries, Trip Planners) are current.
• Create and manage region-specific manuals and training guides.
• Provide onboarding orientation sessions or materials to new tour staff to help them understand company culture, systems, and expectations.
• Contribute to the continuous improvement of onboarding, training, and performance review processes by identifying inefficiencies and suggesting enhancements.

Performance Management

• Monitor that tour staff manage trip expenses and documentation responsibly and follow up as needed.
• Track traveler evaluation comments and provide recommendations or feedback based on performance insights.
• Administer updates to the tour staff Code of Conduct database and ensure accurate records.
• Schedule quarterly tour staff performance reviews and assist with 1:1 feedback sessions
• Support the Tour Staff Manager/Supervisor with tour staff performance issues, including performance improvement actions.
• Assist in collecting and reviewing tour staff feedback to support continuous product and service improvement.

Administration & Scheduling

• Perform onboarding-related administrative duties, including system setup and documentation verification (e.g., First Aid, background checks).
• Support contract creation and updates in a timely manner, in collaboration with the Tour Staff Manager/Supervisor.
• Provide monthly reporting on tour staff departures and assist with tour assignments using Polaris.
• Upload and maintain the finalized tour staff schedule.
• Assist with pre- and post-trip reports and tour staff debriefs when applicable.
• Maintain accurate and organized documentation across systems for audit readiness and compliance purposes.
• Oversee the local office needs/maintenance on a monthly rotational basis, when assigned.

Technology & Systems

• Troubleshoot basic technical issues related to internal systems and tools.
• Deliver system training and guidance to tour staff to promote confident use of tools.
• Provide system improvement feedback to the technology team based on frontline insights.
• Serve as a liaison between tour staff and internal departments (e.g., Finance, Tech, HR) to ensure timely resolution of cross-functional issues.

Financial Oversight

• Manage timely and accurate submission of tour financials, including Polaris entry and trip expense tracking.
• Support the Finance team with review and approval of tour-related expenses as needed
• Oversee tour staff payroll tasks, including quarterly bonuses and account management.

Incident Management & Emergency Response

• Coordinate and provide ground support for trip logistics and non-critical trip emergencies.
• Escalate critical incidents as necessary and ensure accurate reporting.
• Support emergency communications with Field Ops, suppliers, and brand teams, keeping all parties informed.
• Participate in emergency phone rotation and respond to incidents outside normal working hours when required.

Multi-Brand Support

• Collaborate with the Tour Staff Manager/Supervisor to tailor recruitment, training, and performance efforts to multiple brand identities.
• Assist in delivering brand-specific travel style training to ensure consistency across the region.
• Coordinate with Global Talent and HR teams on policy updates and compliance training to ensure regional tour staff practices remain current and legally compliant.