Element Guide

Job Title: Element Guide

Reports To:Park Manager withadditionalaccountabilities to the ParkSupervisor.

Job Purpose

Element(activity)Guides provide excellent service for guests on suspended obstacle and zipline courses. Guides are knowledgeable, friendly,passionateand 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 theydidn'tthink they could do.

To excel as a Guide, you have an outgoing and confident personality, think on your feet, anddemonstrategood sense in all decisions. Able to listen andidentifythe 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 whileparticipatingin Elements.When working in the team environment and engaging with guests, clear and positive communications area must. Prior experience leading or teaching outdoor recreation is an asset.

Principal Accountabilities

• Consistentlyprovidesservice that exceeds the guest’s expectationsthroughguestengagement,observingneeds, providingencouragementand escalating issues to the Team Lead when necessary

• Ensuresguests enjoy safe, positive, enriching experiences

• Demonstrates, teaches, andassistsguests in the use of safety equipment

• Ensuresthe correct fit, adjustments, and use of equipment before and duringElement participation.

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

• Reportsequipment/Elementmalfunctions or abnormalitiestoTeamLead or direct Supervisor.

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

• EnsuresElement rules arefollowed, without compromise

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

• Learns guest assistance/rescue techniques, andimplementingin advance of need

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

• Executesadditionaltasksfrom the Team Lead, Element Supervisor or Park Managementas needed

Work Schedule

Works a flexible schedule of full or part time seasonal work, according to the need of the business, working evenings,weekendsand holidays.There may beopportunities to travel to various site locations whenappropriate.

Knowledge/Experience/Skills/Attributes

Knowledge

• No academic or professional level of qualification isrequired

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

• Successful completion of Element Guide training isrequired

Experience:

• Proven experience in delivering excellent customer service

Skills

• Ability to consistently deliverhigh standardsof work in outdoor, all-weather conditions

• Unfailing attention to detail

• Excellent communication skills

• Good judgment, and strong decision-making skills

• Standard Level 1First-Aidand CPR C or equivalent isrequiredfor higher level training

Attributes and Behaviours

• Ability to act independently and as part of a team

• Activelyseeksto improvetheguest experience

• Develops andmaintainspositive working relationships with others

• Assiststeam members unprompted

• Self-motivated

• Clear Criminal Record check

• A positive attitude and openness to feedback

Context

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