Job Purpose

Adventure Course 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 guests 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 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 implementing 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 need 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 First-Aid and CPR 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.