About Butterfield \& Robinson
Butterfield \& Robinson (B\&R) is the world's premier luxury active travel company, dedicated to crafting exceptional journeys for travelers seeking adventure, culture, and connection. Our team thrives on innovation, expertise, and an unwavering passion for exploration, ensuring that every experience is nothing short of extraordinary. Behind every seamless journey is a dedicated team of experts who share a singular focus: making every moment extraordinary.
For decades, Butterfield \& Robinson has been celebrated as a trailblazer in luxury travel, recognized globally for our commitment to innovation and excellence. These honors reflect the care, creativity, and precision our people bring to every adventure---ensuring each experience exceeds expectations and leaves a lasting impression.
A Workplace That Inspires
At Butterfield \& Robinson, we believe that extraordinary journeys begin with a talented and inspired team. Our dynamic and supportive work environment fosters creativity, collaboration, and well-being, empowering our employees to push boundaries and create unparalleled travel experiences.
The team at Butterfield \& Robinson are part of a vibrant, forward-thinking workplace. We also hold ourselves accountable to the highest standards of responsible, sustainable, and ethical tourism. Transparency and integrity guide our business practices, and we are committed to making a positive impact on both the destinations we explore and the communities we serve. This opportunity is the chance to be part of a community that is passionate about shaping the future of travel.
Job Overview
At the heart of every B\&R trip is our incredible team of guides---renowned for their deep knowledge, seamless hospitality, and ability to transform a great trip into an unforgettable one. B\&R is seeking a dynamic leader with a passion for travel and operations, for the role of Manager, Guide Operations. In this role, you will play a critical part in ensuring the seamless execution of B\&R's worldwide departures through guide scheduling, performance, and operational logistics on a global scale. This role requires strategic thinking, strong leadership, and a passion for delivering exceptional traveller experiences.
MANAGER, GUIDE OPERATIONS - KEY RESPONSIBILITIES
Guide Scheduling \& Logistics
- Develop and manage comprehensive global guide schedules, ensuring the right people are in the right places at the right time.
- Oversee logistics and communication to support seamless guide deployment across regions.
- Identify and implement technology-driven solutions to optimize scheduling efficiency and streamline operations.
Recruitment \& Selection
- Partner with B\&R's Human Resources team to identify and recruit top-tier guides who reflect B\&R's brand and values.
- Drive seasonal hiring processes and contribute to long-term talent pipeline planning.
Training \& Development
- Provide oversight to guide training programs, ensuring consistency, high quality, and alignment with B\&R's standards.
- Collaborate cross-functionally to design, deliver, and evolve training initiatives that elevate guide performance and trip execution.
- Contribute to strategies that enhance guide retention, engagement, and leadership development.
Performance \& Engagement
- Lead the performance review process for all guides, using data, feedback, and in-field observation to steer improvement.
- Support coaching, mentorship, and professional development opportunities that foster engagement and loyalty.
- Champion a culture of excellence, curiosity, and continuous growth across the guide community.
- Participate in the design and uphold the operational standards that ensure every guide delivers an unforgettable B\&R experience.
- Support guide mentorship, fostering a culture of excellence, engagement, and professional development.
- Contribute to strategies that enhance guide retention, engagement, and leadership development.
Seasonal Event Leadership
- Work cross-functionally to ensure the delivery of events that motivate and align the guide team.
- Lead the planning and execution of the European season's Guide Kick-off and end-of-season Guide Gathering---two cornerstone events for team cohesion and brand culture.
Strategic \& Financial Oversight
- Monitor and report on financial performance related to guide operations.
- Identify opportunities to optimize resources and improve efficiency without compromising quality.
Innovation \& Continuous Improvement
- Stay current on tools, systems, and industry trends to ensure B\&R's guide operations remain best-in-class.
- Bring forward solutions that enhance the guide experience, trip quality, and overall operational agility.
WHAT YOU BRING TO THIS ROLE
Experience \& Background
- Proven experience in operations and logistics, ideally within active travel, luxury hospitality, or tourism.
- Strong understanding of human resources practices, including recruitment, performance management, workforce planning and engagement.
- Experience designing and delivering training programs that educate, motivate, and align teams.
- Hands-on experience working with guides, tour operations, and scheduling systems is a strong asset.
- A passion for delivering exceptional guest experiences, with a track record of seamless service execution.
Leadership \& People Management
- A natural leader with the ability to inspire, coach, and support geographically dispersed teams.
- Strong interpersonal skills, and the ability to make smart, strategic decisions in real time.
- Committed to driving engagement, elevating service standards, and creating an environment where guides thrive.
Operational \& Financial Acumen
- Proficient in scheduling platforms, operational tools, and data-informed decision-making.
- Solid understanding of budgeting, forecasting, and optimizing resources without sacrificing quality.
Communication \& Language Skills
- Excellent communicator---confident working with stakeholders at all levels, from guides in the field to senior leadership.
- French and Italian skills language skills are an asset.
Mindset \& Approach
- Meticulously organized, detail-oriented, and able to manage competing priorities with ease.
- Curious, adaptable, and energized by a fast-paced, global environment.
- The ability to travel to various offices of Butterfield \& Robinson.
- A team player who thrives in a collaborative culture---rolling up their sleeves when needed.
Butterfield \& Robinson is an equal opportunity employer committed to fostering a diverse, inclusive, and accessible workplace. We welcome and encourage applications from individuals of all backgrounds, including those of diverse races, colours, religions, genders, gender identities, sexual orientations, ages, national origins, citizenships, and disabilities. Accommodations are available upon request for candidates participating in all aspects of the recruitment and selection process.
To apply, please send a cover letter and resume by email to: employment@butterfield.com
