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 months 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 US-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 are 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; managing relationships with any external partners or suppliers; ensuring that our operations procedures line up with our needs on the ground and our central teams and leadership are 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, and our tour itineraries; proactively think 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, ensuring resources are available.
• 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.
• 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.

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.