Tour Director at Xanterra Travel Collection in Eau Claire, WI

Overview

COMPANY SUMMARY

At Holiday Vacations, our mission is to enrich lives with valued travel experiences. We offer inclusive guided tours led by professional Tour Directors to more than 80 destinations on six continents. We travel by air, motorcoach, trains, and cruises on itineraries that bring the destination alive for our guests. We are headquartered in Eau Claire, Wisconsin, and are a subsidiary of Xanterra Travel Collection, the largest national park concessionaire in the U.S. Xanterra also owns other tour operator and cruise line brands, including VBT Bicycling Vacations, Country Walkers, and Windstar Cruises.

POSITION SUMMARY

Tour Directors are the face of Holiday Vacations and the leader on the ground for every tour. As our guests’ primary guide and point of contact from the first welcome to the final farewell, you bring each destination to life through engaging storytelling, keep every detail of the itinerary running smoothly, and solve problems as they happen: calmly, confidently, and independently. Your care and concern directly shape the guest experience: you notice the little things, anticipate needs, offer reassurance when plans change, and help every guest feel welcomed, supported, and genuinely valued throughout the journey. You also use technology with confidence and keep timecards, expenses, and tour paperwork organized and on track - so the behind-the-scenes details stay tidy and everyone can focus on the fun.

RESIDENCY REQUIREMENT: Holiday Vacation Tour Directors must be domiciled in one of the following states: AR, AZ, CO, CT, FL, GA, ID, LA, ME, MI, MN, MO, MS, MT, NC, NH, NV, SC, SD, TN, TX, UT, VT, VA, WI.

WELCOME TO “THE HV WAY”

• Honesty & Integrity: We act with honesty and accountability, building trust with every guest, partner, and teammate. We keep our promises.
• Create Community: We create community by treating each other and our guests like extended family, fostering belonging, celebrating, and supporting one another.
• Surprise & Delight: We go beyond expectations to create meaningful experiences. We make every effort to exceed expectations.
• Grow Together: We embrace curiosity, feedback, and continuous learning, always striving to be better and do better.
• Innovate Boldly: We seek fresh ideas, adapt to change, and look for ways to stay ahead in a dynamic travel landscape.
• Protect What Matters: We prioritize safety and sustainability for our people, our guests, and the places we explore.
• Celebrate the Team: We succeed together, value each person’s gifts and contributions, and take time to enjoy the journey along the way.

HOLIDAY VACATIONS CORE COMPETENCIES

Every Holiday Vacations employee is expected to demonstrate these core competencies.

• Accountability: You own your work and your results. When things go well or go wrong, you take responsibility, fix what you can, and focus on what comes next.
• Adaptability & Resilience: You handle change and tough times without giving up. You stay positive, adjust your plan when needed, and help others do the same.
• Customer Service: You show care and kindness to every person you interact with. You listen, pay attention, and go the extra mile so guests and team members feel welcome and valued.
• Initiative: You see what needs to be done and you do it, without waiting to be asked. You bring new ideas and take ownership of making things better.
• Integrity: You act the same way whether anyone is watching or not. You are honest, fair, and do what is right, even when it is hard.
• Interpersonal Skills: You know how to read a room. You understand your own feelings and others’ feelings and use that to connect with and support the people around you.
• Safety Awareness: You make safety a daily habit, not an afterthought. You look out for yourself, your teammates, and every guest, and speak up when something doesn’t feel right.

Responsibilities

Guest Experience

• Lead the tour from start to finish, taking full ownership of on-tour delivery and creating a safe, smooth, and memorable experience for every guest.
• Research and deliver engaging, accurate commentary on the history, geography, and culture of each destination.
• Clearly communicate daily plans and expectations, answer guest questions, and suggest optional activities for leisure time.
• Foster a sense of community and belonging within the group.

Pre-Tour Preparation

• Review contracts, itineraries, and tour documents; confirm hotel, restaurant, attraction, and transportation reservations; and conduct pre-tour calls with all guests.
• Participate in pre-tour briefings, completing all pre-work prior to the scheduled briefing.

Tour Operations & Problem Solving

• Execute the itinerary and manage all on-the-ground logistics, including transportation, hotels, meals, attractions, check-ins, and departures, and ensure all guests are accounted for at every stop.
• Serve as the on-site decision maker, resolving travel issues independently and adjusting plans when weather, delays, or closures require it.
• Respond to incidents using established emergency protocols, and promptly contact the home office for emergencies and situations that require a company decision.

Communication

• Communicate with guests, suppliers, and vendors with enthusiasm, clarity, and professionalism.
• Share tour changes and updates with guests in a timely manner through the HV Traveler’s app and other approved methods.
• Use the designated channels when contacting the home office.
• Share insights through post-tour evaluations and debriefings to help improve itineraries and the guest experience.

Administration & Technology

• Submit accurate timecards, expense reports, and required tour documentation by established deadlines.
• Use Holiday Vacations technology tools, including a company-issued iPad, Microsoft 365, the HV Traveler’s app, and electronic expense and reporting systems.
• Follow company policies and procedures as outlined in the employee handbook and Tour Director training.
• Perform other duties as assigned.

Qualifications

KNOWLEDGE, SKILLS, AND EXPERIENCE

• Prior Tour Director experience or graduation from a professional Tour Director school is required.
• Strong critical thinking and problem-solving skills, with the ability to make sound decisions independently and under pressure.
• Engaging storytelling and presentation skills, with comfort speaking to groups for extended periods.
• Excellent oral and written communication skills, including active listening.
• Strong organizational skills and attention to detail.
• Strong technology skills are required, proficiency with Microsoft 365 and Teams, independent troubleshooting, and the ability to quickly adapt to new systems is required. Experience with Dayforce and Concur is preferred.
• Ability to legally travel and work domestically and internationally.

TRAINING AND AVAILABILITY REQUIREMENTS

• New Tour Directors must complete the full training program during their first season.
• Attendance at the annual Tour Director Summit, held each May, is required.
• Tour Directors must be available for tour assignments from the Tour Director Summit through the end of October.
• Tour Directors must maintain current CPR/First Aid certification and complete other required safety training as assigned.
• A valid passport is required.

SUPPORTED AS EMPLOYEES, TRUSTED TO LEAD

At Holiday Vacations, we hire our Tour Directors as employees because we value them and want to invest in their success through training, benefits, and a dedicated home office committed to making sure they have the resources they need to lead each tour with confidence.

How our home office supports you:

• Pre-tour briefings to review each tour in detail
• A shared resource library to support your destination and tour research
• Access to our travel partners for help with medical emergencies and major travel disruptions

What success looks like in this role:

• Prepared well in advance. You come to tour briefings prepared, having already reviewed your tour materials, and you make full use of the resource library before departure, so you arrive knowing your tour logistics inside and out and ready to deliver an exceptional experience for our guests. Questions and requests are sent early, never at the last minute.
• Independent on the ground. You independently assess and resolve routine on-tour situations, such as guiding guests through a gate change, coordinating with a supplier to correct a reservation discrepancy, or adjusting the day’s timing after a delay. You use tour documents, supplier contacts, and local resources to determine the best course of action, and recognize when escalation is necessary.
• A strong partner to the home office. The home office supports many tours at the same time. Emergencies always receive immediate attention, while routine, non-emergency requests are handled in a reasonable timeframe through the designated channels. Planning ahead and reaching out for the right reasons keeps support fast for everyone when it matters most.
• Accurate and on time. Timecards, expense reports, and required tour documentation are a core part of the job, not an afterthought. As an hourly, non-exempt employee, accurate time reporting is also a legal requirement. We expect this work to be complete, accurate, and submitted by the deadline, every time.

WHAT WE OFFER

Holiday Vacations offers a Minimum Essential Coverage (MEC) medical plan; international medical insurance, an Employee Assistance Program (EAP); pet insurance; and voluntary accident, critical illness, and hospital indemnity insurance. Tour Directors also receive IATAN membership, travel discounts with Holiday Vacations and our sister travel companies, comprehensive Tour Director training with paid attendance and travel to the annual Tour Director Summit, CPR certification paid for or provided by Holiday Vacations, and tip eligibility.

WORKING CONDITIONS AND ARRANGEMENTS

• Work Location: Tours take place in destinations throughout the United States and internationally. Pre- and post-tour work is performed remotely. Holiday Vacation Tour Directors must be domiciled in one of the following states: AR, AZ, CO, CT, FL, GA, ID, LA, ME, MI, MN, MO, MS, MT, NC, NH, NV, SC, SD, TN, TX, UT, VT, VA, WI.
• Schedule: Tour Directors average four to six tours per season, with most tours running 9 to 14 days. Workdays are often long and can be strenuous, typically 10 to 13 or more hours per day. This is an intermittent position; Holiday Vacations does not offer full-time Tour Director positions at this time, and there may be extended periods outside the season when no tours are assigned.
• Outside Employment: Holiday Vacations does not prohibit outside employment, including work with other travel companies and vendors. However, Tour Directors are expected to give Holiday Vacations priority in scheduling and to meet the training and availability requirements above.
• Physical Requirements: This role requires the ability to stand and walk at a brisk pace for extended periods while leading a large group; to sit for extended periods (frequently 8+ hours per day) in close quarters on airplanes, trains, cruise ships, and motorcoaches; and to speak frequently and for continuous stretches throughout each tour day. The role also requires bending, twisting, stooping, grasping, and reaching outward or above the shoulders, as well as the ability to lift, carry, push, or pull up to 50 lbs.

EEO: Holiday Vacations is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.