Ground Operations Coordinator

City Experiences is seeking a

Ground Operations Coordinator

for their Walks & Devour Division in Florence, Italy.

This is a full‑time, 5‑month position.

About us Walks is a leader in the tours and activities industry, offering unique and memorable travel experiences across the globe. Recently acquired by a major U.S.–based travel group, City Experiences, Walks has joined forces with award‑winning food tour operator Devour Tours with a shared mission to create amazing experiences for our guests. We are an innovative, ambitious, travel‑loving team working within an environment that allows you to be a part of the larger picture and encourages your development. We strive for a culture that is laid back, but professional, allowing the ability to learn and collaborate in an approachable environment. Have questions? Ask them! Our diverse team is innovative, creative and dynamic. If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

About You We are looking for a Ground Operations Coordinator who is flexible, collaborative, self‑starting, punctual and highly organized. The ideal candidate will have excellent communication skills and embrace teamwork. Key responsibilities of the role will be to ensure that the day‑to‑day operations of our Florence market run smoothly. This person must have high energy, a "can do" attitude, and must also embody City Experiences’ RESPECT Service System.

About the Opportunity As Ground Operations Coordinator you will be responsible for the administration and operation of the Florence market, working hand in hand with our Central Operations team and the Operations Florence Team to support our business in Florence. Aside from being involved in the day‑to‑day operations of our tours, you will focus on the details and the customer‑facing experience; you will aim to provide direction, support to a team of local freelance guides, manage relationships with any external partners or suppliers, ensure that our operations procedures line up with our needs on the ground and keep our central teams and leadership well informed.

You will be the chief gatherer of feedback – from guides, partners, guests, and personal experience. The ideal candidate will have prior experience in tourism, preferably in tours & activities specifically, with bonus points for working with a team of Tour Guides. This role will require strong organizational and multitasking skills, attention to detail and the propensity for dynamic and unique problem‑solving.

This role will be based in Florence and will be responsible for supporting our continued growth through developing and nourishing a network of guides and suppliers. This is not a typical desk job; we expect you to be out and about coordinating tours. As a freelancer, you will work with a flexible schedule and be able to plan your own time. However, you will be expected to meet the established deadlines.

Your responsibilities

Tour coordination: collecting tickets, checking guests in, resolving issues at the start of each tour, and filing reports on what took place

Managing the day‑to‑day operations and post‑tour reconciliation

Guide support

Accounting: Cash & Ticket tracking, as well as any other expenses needed to run daily operations

Material and Branding: procurement and distribution

Ground Operations Quality: Report any need for changes in product, tour delivery, suppliers, our tour itineraries. Proactively thinking of ways to improve efficiencies, procedures, and quality

Assist Operations team with guide switching escalations, helping to find resources where necessary or addressing and escalating persistent non‑compliance with procedures

Suggest tour revisions or contract revisions to Ground Operations Manager

Assist Ground Operations Manager in candidate selection and interviews

Coordinator Scheduling and invoicing: Coordinator task distribution shifts and optimal staffing

Workflow support for Operations team where volume requires, and Ground Operations team have resources available (particularly low season or large purchases)

Workflow support for Ground Operations Manager where volume requires, and Ground Operations team have resources available (guide hiring, guide events etc.)

Assist Operations team, helping to find resources where necessary or addressing and escalating persistent non‑compliance with procedures

Accounting: Cash & Ticket distribution and tracking, as well as any other expenses needed to run daily operations

Provide support for Coordination services in case of emergency/need/high flux

Your Skills

Excellent organizational management and customer care skills

High attention to detail required

Strong verbal, typing/writing and technical skills, and the ability to learn multiple systems in a fast‑paced environment

Working knowledge of the hospitality and tourism industry is an advantage

Fluency in English and Italian

Familiarity with Microsoft suite, Asana, Slack desired

Professionally efficient in all forms of communication

Dependability, candor, strong work ethic, time management are all pre‑requisites

High attention to detail required

Strong technical skills, and the ability to learn multiple systems in a fast‑paced environment

City Experiences Europe does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

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