Germán Fernández Email & Phone Number

Peru

Lima, Perú

Lead day-to-day tour operations throughout the Peru & Southern Cone region, to ensure a high level of performance and sustainable growth in the region. This role is ultimately responsible for overall Traveler satisfaction and well-being, acting as a link between brand offices, the local office, CEOs (Tour Leaders), service suppliers, and all other company representatives. Leadership- Leadership, development and management of the Operations staff.- Development of a strong company culture in staff, suppliers, travelers, and the greater community.- Create a culture of Collaboration and Innovation through ongoing training/brainstorming sessions and meetings with Operations Staff, CEOs, and suppliers based on need. Travelers- Health and safety of travelers and tour staff.- Traveler satisfaction equaling or exceeding Brand targets.- Product quality control and complaint resolution.- Carry the emergency phone as required in rotation with others.Multi-Brand- Development and Implementation of new and changed products as required by the corresponding Brand Product team.- Develop efficient tour schedules to brand specs that meet commercial needs.- Support new third party relationships and serve as operational lead. Financial- Identification and implementation of efficient improvements to operational processes, striving to save staff time and money.- Identify and implement savings to non-contracted services.- Achieving budgeted gross margins for all tour products- Ensuring the accuracy of budgets Commercial- Identify local means to gain competitive commercial advantages.- Support of all buying initiatives, identifying cost saving measures wherever possible.- Develop strong industry contacts and relationships & ensure that G Adventures is seen in a positive light in the business community.- Embrace and lead change as the company launches new initiatives.

Buenos Aires, Ciudad Autónoma De Buenos Aires, Argentina

To support and be a key member of the G Adventures Operations Management team by managing day-to-day tour operations throughout the Southern Cone, including the management and supervision of all reporting personnel and tour leaders (CEOs) to ensure a high level of performance and customer experience. Superior product knowledge, customer service, team work and outstanding communication skills are key to the success of this role.RESPONSIBILITIESSupervisory oversight of tour leaders (CEOs) will be required to ensure success.Management of reporting staff in the Buenos Aires office and the undertaking of annualperformance reviews.Will be required to maintain fluid processes shared between the Lima and Buenos Airesoffices (reservations and accounting) in order to meet deadlines. This includes (and is notlimited to) the communication between offices of booking/reservation requirements aswell as invoice processing and payment to suppliers.Collaboration with the Buying/Product team to set priorities due to operational needs andproduct deadlines.Critical Incident Management as required, to be supported by the Toronto CIM team andSouth America General Manager.Ongoing management of trip budgets to ensure accuracy at all times.Maintain and enhance gross margins for all tour products and contribute positively tocompany profitability goals.Regional office budget management.Monitor CEO and passenger trip evaluations and feedback, using this information to maintain our product and customer experience at a high level. Responsible for the follow-up of evaluation “red flags” as directed by the South America General Manager and/or the Customer Solution team.Be an ambassador of the G Adventures company culture and lead by example to reporting staff and tour leaders (CEOs).Continue to streamline and consolidate operations, keeping in mind local revenue generation opportunities where possible and other innovative projects.

Buenos Aires, Ciudad Autónoma De Buenos Aires, Argentina

The CEO (Tour Leader) Manager is responsible for the management of all CEOs as well as all relevant processes involved in successful tour operation from start to finish. This includes management of all administration related to CEOs, and all aspects of their performance management. The CEO Manager will act as a role model and mentor to the CEOs they work with.- Review, manage and report on CEO’s performance, including regular Zoom’s call and 1:1 meetings ensuring CEOs are fully supported.- Responsible for all CEO administration including: payroll, the entire accounts process, reading and replying to comments, preparation of bonuses, pre/post email & maintaining CEO contracts, first aid qualifications and updating trip and welcome notes. - Be the voice of all G related communication to CEOs and the main contact for CEO programs and initiatives.- Responsible for ongoing management of CEO schedule.- Work in collaboration with other CEO Managers around South America to organize 4 times a year the South America CEO Wanderer in Lima.- Recruit the necessary new CEOs in the region to take part in the South America Wanderer.- At least once a year be the lead CEO manager running the South America Wanderer in Lima.- Organize Shadow/Route Training for new or existing CEOs as required.- Management of Yoda office weeks and special assignments.- Encourage engagement through the use of G Nation and social media.- Be an ambassador of the G Adventures core values and lead by example to reporting CEOs.- Mentor, coach and encourage CEOs throughout their career and difficult situations.- Collaborate with Global Talent for disciplinary related incidents.- Work closely with Customer Solutions to resolve customer complaints.- Be part of the emergency phone rotation.

ResponsibilitiesDuring the contract, a CEO will:- Consistently deliver a high level of customer service and traveller satisfaction.- Provide leadership for our travellers and be responsible for their well-being.- Continually increase your knowledge about the visited country, its culture, religion, current affairs, environment, etc.- Have detailed knowledge of hotels, sights, restaurants, transport, souvenirs, prices, etc. Develop a series of information sources and contacts that can be of assistance when required.- Maintain a valid passport and visa. It is the responsibility of the Leader to stay up to date on any travel restrictions based on his/her nationality.- Keep vaccinations and preventive medication up to date.- Be mindful of potential opportunities for G Adventures, such as new destinations, new CEOs, new markets or ways to improve itineraries.On each departure, a CEO will:- Act as day-to-day guide, interpreter and manager of the group.- Deal directly with your traveller's issues and concerns, ensuring that passenger satisfaction is effectively achieved.- Maintain the established travel itinerary as closely as possible, making changes only when necessary.- Make reservations for accommodation, transportation and activities as required.- Assist and accompany travellers during optional activities and meals.- Advise travellers on suitable restaurants, additional transport requirements, purchase of souvenirs, etc.- Maintain daily expenditure accounts, retain receipts and keep expenses within the trip budget provided.- Provide a report for each trip, in the requested format.- Keep the Trip notes updated in the standardized format.- Train new Leaders as required, passing on as much trip-related information as possible.- Provide assistance to the regional offices when requested by their Managers or by the Toronto office

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