ABOUT US
Join the leading independent rail vacation provider in North America and beyond! Railbookers Group, home to both Railbookers and Amtrak Vacations, is passionate about delivering unforgettable train travel experiences. We take pride in crafting seamless, personalized itineraries for our guests and travel advisors, offering the largest selection of independent rail vacations worldwide. If you have a passion for travel and a knack for sales, we invite you to be a part of our growing team.
Job Purpose
We are seeking a Tour Director / Tour Manager to be responsible for leading and managing selected multi-day group travel programs on behalf of Railbookers. This part-time position is ideal for an experienced travel professional who is comfortable serving as the company’s on-the-ground representative while ensuring that travel agents, company employees, and other participants enjoy a seamless, professional, informative, and memorable travel experience.
The Tour Director serves as the primary operational and customer-service contact throughout the trip. This individual will be responsible to coordinate daily activities, works closely with hotels, transportation providers, guides, restaurants, attractions, and other suppliers, communicates important information to participants, resolves operational issues, and always represents Railbookers professionally.
The Railbookers trips scheduled for 2027 will include domestic and international multi-day programs, including familiarization trips for travel agents, employee educational trips, and other company-sponsored travel. Trips will begin in March 2027 through November 2027 and will vary in length from 6 to 11 days.
Because this is a tour leadership position, work hours may extend beyond a traditional workday and may include early mornings, evenings, weekends, and holidays while assigned to a program.
The ideal candidate combines excellent travel industry knowledge, leadership ability, organization, customer service, problem-solving skills, and a genuine passion for travel.
Duties and Responsibilities:
- Tour Operations and Execution
- Engage with all participants throughout the tour and establish a professional, friendly, and warm atmosphere.
- Ensure participants understand daily schedules, meeting times, transportation arrangements, and any itinerary changes.
- Review and manage the daily itinerary to ensure all program components operate according to plan.
- Confirm arrangements with hotels, transportation providers, local guides, restaurants, attractions, and other suppliers.
- Manage group dynamics professionally and diplomatically while remaining calm, professional and guest-focused.
- Guest Experience and Group Leadership
- Serve as the primary point of contact for guests throughout the travel experience
- Welcome and orient travelers at the start of each tour.
- Foster a positive, engaging, and inclusive group environment.
- Deliver exceptional customer service and respond promptly to guest inquiries and concerns.
- Manage guest expectations and resolve service issues professionally and effectively.
- Act as a company ambassador, ensuring consistently high-quality guest experience.
- Travel Logistics and Supplier Coordination
- Coordinate with hotels, transportation providers, local operators, guides, and vendors to ensure service delivery.
- Confirm reservations, schedules, manifests, and required travel documentation.
- Monitor supplier performance and escalate operational concerns when necessary.
- Assist with contingency planning for travel disruptions, delays, emergencies, or schedule changes.
- Ensure all logistics align with established service standards and operational requirements.
- Support pre-tour preparation and post-tour reporting activities.
- Destination Interpretation and Tour Guiding
- Provide engaging destination information, commentary, and storytelling that enhances the guest experience.
- Share historical, cultural, and regional insights in a professional and informative manner.
- Facilitate group activities and encourage participation throughout the journey.
- Support local guides and subject matter experts to ensure quality destination experiences.
- Demonstrate strong communication and presentation skills tailored to diverse audiences.
- Create memorable and educational experiences that align with company brand standards.
- Safety, Risk Management, and Problem Resolution
- Promote and maintain a safe travel environment for guests and team members.
- Respond appropriately to travel emergencies, medical situations, service disruptions, and unexpected events.
- Follow established emergency response procedures and escalation protocols.
- Ensure compliance with company policies, travel regulations, and supplier requirements.
- Exercise sound judgment when resolving operational and guest-related issues.
- Document incidents and provide timely reporting to management.
- Communication and Relationship Management
- Build positive relationships with guests, suppliers, and local partners.
- Maintain consistent communication with internal operations and support teams.
- Provide tour updates, operational reports, and feedback following tour completion.
- Collaborate cross-functionally to improve tour delivery and customer satisfaction.
- Represent the company professionally at all times while traveling and during customer interactions.
- Support special events, VIP departures, and strategic travel initiatives as assigned.
- Continuous Improvement and Operational Excellence
- Gather and evaluate guest feedback to identify opportunities for improvement.
- Recommend process enhancements to improve tour quality and operational efficiency.
- Participate in training, professional development, and ongoing destination education.
- Maintain knowledge of travel industry trends, destinations, and best practices.
- Contribute to the development of tour standards, procedures, and service enhancements.
- Support strategic projects and operational initiatives as assigned.
Perform all other duties as assigned to support guest satisfaction, tour success, and operational effectiveness.
