Job Description

Excursion & Activities Manager

Objectives

To build an outstanding Hotel in terms of client attention, ambiance, choice of activities and
providing high quality food with special consideration of local ingredients and specialties.
To be recognized as the leading Hotel in the 9th region both in terms of customer satisfaction,
external recognition as well as in profit achievement.
To be recognized as a safe, innovative, ecologically aware and leading provider of outdoor
activities to its set of clients.
To be the first choice for international travelers seeking high class and quality excursions and
activities in Chile

Measurement of Success

 achieve outstanding client satisfaction (both in internal measurement such as client surveys as
well as external recognition like tripadvisor ratings, publications, etc).
 achieve and surpass our business plan in terms of profitability and sales (including excursion
profit center)
 to build and foster a highly motivated and engaged staff with low turnover and high client
praise

Overall Responsibility

General: To manage, plan, organize and execute daily client activities taking into account client
preference, seasonality and safety as well as weather conditions. To provide an attractive,
innovative, educational and challenging set of activities for our guests and to run and operate the
excursion as a profit center surpassing established profit goals and client satisfaction targets.

The Excursion manager is also part of the leadership team and is seen as an important element in
client engagement with a passion to convey the history, cultural aspects as well as the beautiful
landscape of Pucón to our guests. Regular off-hour client engagements and interactions is
expected.

Areas of Responsibilities
Guest Attention: To plan, build and carryout an interesting and high quality daily activities plan in
line with our client expectations and established financial budgets. Ensure a maximum of safety to
our clients. Engage in regular off-hour client interaction to socialize with our clients and to convey
the culture and history of Pucón and its environment. Each Guide will be assigned a Hotel vehicle
for use during his excursions. The Guide will be at the same time the driver for his assigned client
group.

Human Resources: The Excursion manager is responsible for managing, planning, recruiting and
leading all staff linked to the provisioning of our client excursions. A key focus will be in attracting
highly qualified, experienced and outgoing tour guides with the ability to interact with our clients
in different languages (English and Spanish is a must). The Excursion manager is also responsible
for ensuring that all guides fulfill any legal or regulatory requirements and are continuously trained
for the different routes/activities they lead.

Sales and Finance: The Hotel Activities are both a profitability center of its own as well as a flagship
differentiator to our competitors. It is essential that the excursions are executed and delivered in the
highest quality and safe environment as expected by our clients. At the same time, it is also imperative
that the activities do provide a reasonable return on investments and that cost and revenues are
managed within agreed budgets.

Partners: The Excursion manager is responsible for building the required professional network into the
tour guide community of Pucón and to select the best qualified and cost effective partners. The
philosophy of the Hotel tours are that all tours (with a few exceptions like ascensions to the volcano)
are always accompanied by a Hotel employed tour guide. However, not all activities are provided by or
through the Hotel - wherever appropriate and more cost effective while still maintaining our aspiration
of quality and safety - we will provide tours through different partners. The Excursion manager is
responsible in defining the set of activities which will be provided through the Hotel as well as those
activities which will be provided by a network of qualified tour operators. The Excursion manager will
negotiate and agree these exclusive or non-exclusive agreements with the external operators. The
Excursion manager is also responsible for ensuring that these tours are executed within the agreed
guidelines and in line with our insurance policy.

Qualifications

Demonstrate significant and relevant past experience in a similar role and hotels.
Drivers license B and if possible A2 (professional for Buses up to 17 pax)
Meet required local / state professional guide licensing as well as established hotel requirements.
Outgoing and amicable personality with great client engagement
Strong financial capabilities coupled with good partner negotiating skills
Fluent in English, Spanish and ideally one more language.
Have high ethical standards. Lead by example.

Pucón, August 2013