1.Able to perform Ropes & Zipline Course along with activities that correspond to the course. Must be able to show staff the best way to perform, and help them understand that as servant leaders, we will walk with you to help you succeed.
2. Able to perform rescue operations in the event of an emergency. Give safety briefings, instruct self-rescue procedures, and manage / implement the Emergency Response Plan.
3. Must be certified or have the ability to obtain an ACCT Challenge Course safety certification.
4. Performs the role of “Standard Bearer”, ensuring that each criterion in Bear Country, Inc.’s core values are communicated, understood, achieved, and maintained by property staff.
5. Creates an operating environment that assures consistent guest satisfaction. Respond to guest inquiries and feedback
6. Is responsible for guest satisfaction related to group activities, schedules, employees, and events. Schedules, organizes, trains, and monitors staff to make sure they are giving an exemplary customer experience in all facets of the Ropes and Zipline Course.
7. Manage staff of up to 50 employees including scheduling, timecards, and payroll.
8. Prepare financial and guest satisfaction reports for management that clearly explain operational effectiveness, trends and variances as related to the Ropes & Zipline department.
SUPERVISORY RESPONSIBILITIES: Typically, directly supervises 2 to 50 employees including full time, part time, and seasonal employees. Carries out supervisory responsibilities in accordance with the Company’s policies, training programs, and applicable laws.
EDUCATION and/or EXPERIENCE: · Absent extraordinary prior on-the-job experience, the Ropes & Zipline Manager position requires a High School diploma or general education degree (GED) and preferably either a two-year degree or a four-year degree (or equivalent combination of education and experience). Experience managing a staff of more than 10 people.
LANGUAGE SKILLS: Ropes & Zipline Course Manager must have developed language skills to the point to be able to:
· Read and interpret documents in English such as safety rules, operating and maintenance instructions, and procedure manuals, newspapers, periodicals, journals, and manuals. · Write routine reports, correspondence, business letters, summaries, and reports in English using prescribed format, and conforming to all rules of punctuation, grammar, diction, and style. · Ability to write and speak effectively in English before groups such as customers or employees.
COMPUTER SKILLS: The Ropes & Zipline Course Manager must have sufficient computer skills that will allow them to be able to use, in a proficient manner, including but not limited to the following: · Microsoft Word · Microsoft Excel · Property Management System (PMS) programs: Campspot · Point of Sale program: Center Edge · ADP payroll and scheduling programs.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds. The employee must be able to see differences in widths and lengths of lines such as those on graphs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
COMMUNICATIONS WITH GUESTS: Bear Country’s philosophy is to ensure that all dissatisfied guests are favorably impressed by the Company’s concern for their dissatisfaction. Management and employees must be trained in handling guest dissatisfaction and rectifying any environment for dissatisfaction before it is expressed in the form of a formal complaint. The Ropes & Zipline Course Manager must have in place a customer service training program in addition to the required Orientation programs for the resort to ensure guest satisfaction and to handle any issues guests may have. A system should be established to ensure the Ropes & Zipline Manager is immediately informed of all complaints. Action is to be taken as soon as possible to try to ensure guest satisfaction. Any complaints from guests must be responded to immediately, and communicated with the guest that their complaint was received and action is being taken to resolve or correct.