Tours & Experiences Coordinator 

About the Role

We are seeking an organized and personable Tours & Experiences Coordinator to oversee all aspects of our visitor experience program. This role is essential in memorable guest experiences while managing the operational logistics of our tours, tastings, and custom events. The ideal candidate will be both detail-oriented and guest-focused, capable of managing digital booking systems while providing exceptional on-site hospitality.

20-30 Hours per week / Rate $22 per hour

Key Responsibilities

Online Management & Communications

Booking System Administration

• Manage all bookings through ANYROAD platform with daily updates
• Create and maintain Google Calendar invites under TOURS heading (visible to team)
• Process custom bookings for community partners (NEVIS Estates comped tours, Parkside Hotel)
• Coordinate comped PATHFINDER tours with Sales Representatives, collecting required attendee information (first/last name, email addresses)
• Relay PATHFINDER tour details to CEO for calendar tracking

Reporting & Analytics

• Generate weekly tour and experience sales reports
• Monitor and compile reviews from ANYROAD, Google, TripAdvisor, and other platforms
• Prepare summary reports by Monday 12pm for inclusion in staff communications
• Track and report walk-ins, last-minute bookings, and special requests (PATHFINDER inquiries, gift baskets, event requests)

Customer Relations & Marketing

• Respond to all customer messages, questions, requests, and concerns via ANYROAD (daily monitoring)
• Escalate issues needed
• Collaborate with Social Media team to share insights and support marketing initiatives

On-Site Operations

Guest Experience

• Prepare welcome cocktails using recipes provided 
• Greet guests and deliver welcome beverages
• Support Storefront staff with waivers, facility information (washrooms, coat check, etc.)
• Assist guests post-tour with sample bar navigation and general questions
• Monitor tour flow and timelines each Saturday to ensure smooth operations

Inventory & Supplies Management

• Maintain tour supply needs, refrigerator cleanliness and stock levels
• Submit weekly supply needs by Thursday for purchasing
• Coordinate cheese and cracker delivery (must arrive by end of day Thursday)
• Ensure all experience bins are properly stocked with required items
• Keep Sensory Pod fully stocked, cleaned, and organized by end of shift

Team Support & Training

• Weekly meet onsite with tour team
• Google meets weekly with team leaders
• Provide on-site support to tour and experience staff for any needs or issues
• Remain on-call during all operational hours (including when off-site)
• Train all staff on tour/experience procedures and update team on process changes
• Report all positive and negative guest interactions 

Support Corporate & Community Events on-site

• Taste of the Trails
• Ontario Moonshine Festival
• Ride for ALS

Have a look at our current offerings 

• https://topshelfdistillers.com/pages/events-tours

Qualifications

• Strong organizational skills with exceptional attention to detail
• Excellent written and verbal communication abilities
• Problem solving while onsite
• Experience with booking management systems (ANYROAD experience preferred)
• Comfortable with Google Calendar, email management, and basic reporting
• Customer service experience with ability to handle diverse guest needs
• Ability to multitask in a fast-paced environment
• Hospitality or tourism industry experience an asset
• Available to work Saturdays and be on-call during tour hours
• Team player with positive, proactive attitude
• Possessing a car would be an asset 

What We Offer

The opportunity to be the face of our guest experience program, creating lasting memories for visitors while working with a collaborative team in the craft spirits industry.