Travel Director / Trip Manager

About the role

Destination America is seeking highly qualified individuals to fill the role of Travel Director or Trip Manager for North American programs. Our season typically runs from May through October, with peak operating months in May, June, September, and October.

Key responsibilities

• Proactively monitor guest wellbeing and address concerns before they escalate.
• Respond calmly and effectively to emergencies (illness, lost documents, safety incidents), liaising with local professionals and Operations as required.
• Exercise sound judgment in all situations, prioritizing guest safety, comfort, and confidence at all times.
• Manage day-to-day trip logistics for groups of up to 52 guests, ensuring smooth transitions and adherence to the itinerary.
• Carefully coordinate closely with hotels, restaurants, attractions, and vendors to ensure timely arrivals and high-quality service.
• Uphold brand and quality standards by confirming guest requests and ensuring vendor expectations are consistently met.
• Deliver engaging regional commentary and insightful storytelling in fluent English to enrich the guest journey.
• Provide exceptional customer service by anticipating guest needs and responding with warmth, professionalism, and care.
• Utilize onboard technology and tools to communicate key trip details and enhance the overall guest experience.
• Manage trip funds and expenses, maintaining accurate records of optional experiences and financial transactions.
• Submit all required pre-trip and post-trip reporting accurately and within timeframes outlined by Standard Operating Procedures.
• Maintain open, professional communication with Operations, including appropriate escalation of issues when needed.
• Support and collaborate effectively with coach drivers to maintain coach cleanliness and a comfortable onboard environment.
• Navigate interpersonal communication with professionalism, cultural awareness, and respect at all times.
• Work collaboratively with fellow Travel Directors and team members to deliver a cohesive, high-quality guided vacation.
• Source and procure approved trip components (e.g., snacks, gifts) in accordance with specific brand guidelines.
• Adapt and problem-solve calmly in dynamic situations to ensure trip success.
• Perform other duties as needed to support the smooth operation of the trip.

Role success criteria

• Achieves strong Net Promoter Score (NPS) results that align with brand benchmarks.
• Guest feedback reflects high levels of engagement, professionalism, storytelling, and care.
• Optional experiences are presented professionally and in alignment with brand guidelines.
• Revenue opportunities are executed accurately and ethically, with full financial reconciliation completed post-trip.
• No revenue leakage due to incomplete records, missed reporting, or accounting discrepancies.
• Trips operate smoothly within the confirmed passenger count (PAX), itinerary design, and operational parameters.
• Issues are escalated appropriately, early, and with solutions-oriented communication.
• Decisions made on trip protect both the guest experience and the company’s operational interests.
• Represents Destination America with professionalism in all interactions with guests, suppliers, and internal teams.
• Demonstrates sound judgment, adaptability, and calm problem-solving in dynamic situations.

Key individual traits

• Attention to detail: Carefully reviews work to ensure accuracy, quality, and completeness. Adheres to rules and procedures.
• Resilience: Remains calm and effective under pressure, persistent through challenges, and driven to achieve long-term goals.
• Service Orientation: Strives to deliver exceptional service with empathy, responsiveness, and a solutions-focused approach.

Your experience and expertise

• 3–5 years of over-the-road experience with primary responsibility for leading guided trips for adult or student travelers in medium to large group settings (approximately 20–60 guests).
• Demonstrated experience managing day-to-day trip operations, including logistics, guest care, and on-trip decision-making.
• Proven ability to deliver engaging commentary and storytelling to diverse audiences in a professional group travel environment.
• Experience working directly with vendors, hotels, restaurants, and transportation partners while maintaining service and quality standards.
• Formal guiding certification (ITMI, IGA, and/or TripSchool) strongly preferred.

Travel & other requirements

• Work Location: Fully remote
• Must be a US citizen or possess a work permit/visa for the US.
• Available during peak operating season: May 1 – June 30 and/or September 1 – October 31.