Job Title: Element Guide

Reports To: Park Manager, with additional accountabilities to the Park Supervisor.

Job Purpose

Element (activity) Guides provide excellent service for guests on suspended obstacle and Zipline courses. Guides are knowledgeable, friendly, passionate and able to put others at ease. They thrive outdoors, love being physically active, are comfortable with heights and get great satisfaction from supervising and supporting others to achieve things they didn't think they could do.

To excel as a Guide, you have an outgoing and confident personality, think on your feet, and demonstrate good sense in all decisions. Able to listen and identify the needs of others, you provide encouragement and advice based on best practices. When necessary, you can be assertive to ensure that guests minimize their risk while participating in Elements. When working in a team environment and engaging with guests, clear and positive communications are a must. Prior experience leading or teaching outdoor recreation is an asset.

Principal Accountabilities

• Consistently provides service that exceeds the guest’s expectations through guest engagement, observing needs, providing encouragement and escalating issues to the Team Lead when necessary

• Ensures guests enjoy safe, positive, enriching experiences

• Demonstrates, teaches, and assists guests in the use of safety equipment

• Ensures the correct fit, adjustments, and use of equipment before and during Element participation.

• Reports incidents outside normal operating procedures to the Team Lead or Park Management.

• Reports equipment/Element malfunctions or abnormalities to Team Lead or direct Supervisor.

• Performs site maintenance, such as landscaping or grounds-keeping, along with other duties assigned by the Team Lead

• Ensures Element rules are followed, without compromise

• Monitors Elements for risk management, as well as assessing and intervening when situations require (according to certified WildPlay methods)

• Learns guest assistance/rescue techniques and implements them in advance of need

• Participates as a positive and self-driven member of the WildPlay team

• Executes additional tasks from the Team Lead, Element Supervisor or Park Management as needed

Work Schedule

Works a flexible schedule of full or part-time seasonal work, according to the needs of the business, working evenings, weekends and holidays. There may be opportunities to travel to various site locations when appropriate.

Knowledge/Experience/Skills/Attributes

Knowledge

• No academic or professional level of qualification is required

• Knowledge in adventure recreation is an asset (either as a participant or through previous employment experience).

• Successful completion of Element Guide training is required

Experience

• Proven experience in delivering excellent customer service

Skills

• Ability to consistently deliver high standards of work in outdoor, all-weather conditions

• Unfailing attention to detail

• Excellent communication skills

• Good judgment and strong decision-making skills

• Standard Level 1 First-Aid and CPR C or equivalent is required for higher-level training

Attributes and Behaviours

• Ability to act independently and as part of a team

• Actively seeks to improve the guest experience

• Develops and maintains positive working relationships with others

• Assists team members unprompted

• Self-motivated

• Clear Criminal Record check

• A positive attitude and openness to feedback

Context

This role impacts the guest experience more than any other, based on the amount of time spent with the guest. A successful Element Guide is friendly, positive and energetic, using the opportunity to engage with the guest and create an excellent guest experience.