Under the supervision of the Vice President of Archives, Exhibits & Tour Operations, manage the daily activities of the operations and staff/department to include tour operations employees, property, audio equipment, and plaza attractions; manage tour flow from pre-show through boarding and throughout the mansion property; work with TOPS supervisors with interviewing, training new staff. Manage activities of tour guides including assignment and review of work assignment of work schedules and alternate work schedules; approval of sick leave, personal holidays, and vacation requests; process payroll. Responsible for evaluating performance and recommending merit increases, special performance awards, reclassification, and corrective action as appropriate. Motivate and train employees; listen and suggest incentives for staff to upper management for approval. Assist with performance appraisals; provide input and recommendations for further training needs and employee development; provide constructive disciplinary action to employees after appropriate research to be objective with the situation; record late reports and absentees; adjust schedules as needed; document employees time in the time system; assist tour operations staff to remain in compliance with department/Graceland policies and procedures; communicate with mansion security guards; Act as a resource and back-up for all functions and tasks supervised. Participate in staff meetings and planning sessions to determine overall goals and objectives of the area supervised and the Tour Operations Department as a whole. Provide for cross training when necessary. Review/make list of repairs; forward to appropriate person(s). Respond to complaint letters/emails and phone calls. Assist employees and guests with problems/concerns and areas of conflict; conduct staff meetings; opening and closing of mansion and other exhibit spaces; order needed office supplies, breakroom needs and other items or needs for the department. Basic office work including keeping up with employee files, posting schedules and company memos; problem solving and troubleshooting daily issues with guest and or employees; and other duties as assigned.