City Lead

Job title: City Lead and Senior Guide Company: Vancouver Toonie Tours Ltd. Type: Full-time Start: ASAP (training + ramp before peak) The Opportunity Lead one of Toonie Tours' flagship cities! Vancouver has been part of our journey from the beginning, and we're looking for an entrepreneurial leader to take ownership of the market. You'll oversee our Vancouver operations while also supporting our Victoria team, helping deliver exceptional guest experiences and building high-performing teams across both cities. You will be the City Lead and Senior Guide - the person responsible for tour quality, day-of execution, and keeping the local operation tight. You’re a great storyteller! You’re interested in sharing compelling stories about the history of your city, the architecture and the local flavour. You thrive on engaging with tourists and helping them make their stay a positive one. You are comfortable leading groups of up to 20 people at a time, and also comfortable letting guests know that we both make our living by requesting gratuities on our Free Walking Tours. Tours are not scripted - we have a specific route to follow and lot’s of content and you bring it to life! This is not a “just guide tours” role. You’re building the local standard. Your Mission Deliver great tours, run reliable departures, and keep the location operating smoothly so guests feel taken care of and the business performs. You will lead by example, coordinate issues quickly, and make sure the operation doesn’t rely on heroics. What You’ll Own - Tour Excellence (Senior Guide) Lead tours at a high standard (storytelling, guest connection, pacing, safety) Drive reviews and repeat intent through memorable experiences Support training and shadowing of new guides Ensure tours are staffed and run on time Coordinate day-of issues (late guests, meeting point confusion, guide substitutions) Maintain guide schedules and communication flow with HQ CX Desk and City contacts Enforce tour standards and training compliance We Build Playbooks Together At Toonie Tours, everyone contributes to playbooks and training. Part of this role is documenting what works and turning it into checklists, templates, scripts, and SOPs—so the business improves every week, not just gets busier. Tools You’ll Use FareHarbor (schedule/guest lists) Google Workspace (basic docs/checklists) Internal chat (Google Chat) ADP Guide schedule tools and contact lists Your Scorecard (How We Measure Success) Tour Execution Tours delivered as scheduled (coverage and reliability) On-time starts % Standards compliance (spot checks / coaching acceptance) Reviews volume + rating contribution Job Types: Full-time Benefits: Flexible scheduling that fits your lifestyle. Performance-based earning potential. Meet people from around the world. Develop public speaking and customer service skills. Share your passion for Victoria and your local community. Fun, engaging, and rewarding work environment. Be part of a growing Canadian tourism company. Enjoy team events, discounts, and other company perks. Language: English (required) Work Location: In person

The City Lead will oversee Vancouver operations and support the Victoria team by delivering high-quality tours and maintaining operational standards. They are responsible for managing guide schedules, ensuring tour reliability, and documenting processes through playbooks and SOPs.

The candidate must be a skilled storyteller comfortable leading groups of up to 20 people and managing day-to-day operational issues. Proficiency in English and the ability to lead by example in a fast-paced tourism environment are required.

• Flexible scheduling • Performance-based earning potential • Team events • Company perks • Discounts

• Time managementPreferred
• Customer servicePreferred
• CommunicationPreferred

Identified from the job description. Confirm important requirements above.

• Storytelling
• Public speaking
• Customer service
• Team leadership
• Operations management
• Scheduling
• Training
• Conflict resolution
• Communication
• Time management
• Safety compliance
• Documentation

• Hospitality
• Management & Leadership
• Customer Service & Support
• Administrative

Minimum experience

2+ years

Apply by

Feb 7, 2027

Posting language

English

Working hours

40 hours per week

Seniority

Mid-Senior level