Adventure Course Guide Lead
Whirlpool Adventure Course
Summary
Whirlpool Adventure Course Guide Leads provide excellent service for guests on the Adventure Courses. Guides are knowledgeable, friendly, passionate and able to put others at ease. They thrive in the outdoors, love being physically active, are comfortable with heights and get great satisfaction from supervising and helping others face challenges and push their boundaries.
Guide Leads need to work well under pressure, be good at listening and identifying the needs of others, providing sound advice based on best practices, and being assertive when required to ensure that guests minimize activity risk. As a Team Lead, you must be observant, assertive, decisive, confident and positive in everything you do. Leads must keep their team motivated and happy, ensuring their needs are met and that they are empowered to work at their highest capacity.
Responsibilities and Duties
The Adventure Course Guide Lead’s responsibilities include, but are not limited to:
Ensuring guests enjoy safe, positive, and enriching experiences; providing excellent customer service and engagement
Demonstrating, teaching, and assisting guests in the use of safety equipment
Ensuring the appropriate fit, adjustments, and use of equipment before and during activity
Ensuring guests and team members respect rules without compromise
Monitoring elements for risk management; assessing and intervening when situations require
Reporting all incidents, inappropriate behaviour, malfunctions or abnormalities to Supervisors/Leadership Team
Maintaining a clean work environment with tasks including – but not limited to – cleaning, sweeping, mopping, trash removal, etc. as required
Conducting ongoing equipment inspections and escalating all issues
Ensuring activity guidelines, policies and procedures are respected (radio protocol, uniform, Access Requirements, etc.)
Passing on any positive or negative feedback from guests to the Leadership Team
Being aware of environmental risks due to weather (heat, snow, ice, rain, wind, lightning, etc.), taking appropriate action when needed
Participating as a positive and proactive member of the WildPlay team
Learning and implementing guest assistance/rescue techniques in advance of need
Coordinating staff to effectively operate the park daily
Overseeing the Guide team throughout their day, ensuring that all daily gear inspections, course opening inspections are complete
Assist in coaching members of the Element team
Ensuring the Guides have had sufficient breaks throughout the day
Following and adhering to Corrective Action procedures when necessary
Required Qualifications and Skills
Previous experience in a leadership role
Experience in outdoor recreation activities; high ropes and camp experience an asset
Current Standard First-Aid and CPR-C Certification required
Previous experience in delivering excellent customer service
Ability to consistently deliver high standards of work in all weather conditions outdoors, including extreme heat, humidity, and temperature changes
Unfailing attention to detail and excellent communication skills
Sound judgment and strong decision-making skills
Ability to act both independently and as a team player
A positive attitude and openness to feedback
Physical demands include continuously holding, carrying and lifting equipment, frequent walking/ tanding, and frequent bending/twisting/kneeling
Ability to lift to 300lbs with a 4:1 pulley system
Note: On-the-job training will be provided upon employment.
Preferred Qualifications and Skills
Experience in a risk-management position
Experience working in a fast-paced, hospitality/tourism-based environment
Bilingualism considered an asset
Work Department
Adventure Course Guide Leads fall under the Elements department, reporting to Park Management. Element Guide’s look to this position for guidance, support, and leadership.
Work Schedule
This is classified as a part-time seasonal position. Our peak season typically runs from May to September depending on the weather and the needs of the business. Specific employee contracts are flexible and adaptable to individual availability.
Adventure Course Guide Leads work a flexible schedule of full-time and part-time employment. This includes working evenings, weekends, and holidays.
