Team Lead Operations, Lumina

2 weeks ago

Whistler, Canada TAG Adventure Tours Ltd Full time

**Summary**:
**Responsibilities and Deliverables**:

- Plays a significant role in exemplifying outstanding behaviours aligned to safety, guest experience, and colleague culture aligned to culture, vision, mission, and values
- Assists closing/ securing of Base. Works in partnership with the Lumina Tech Team to deliver the best experience possible.
- Leads high performing, dynamic operational team upwards of 10 people nightly. Assist the Assistant Manager and Supervisor with new hire training, safety training, and performance management by providing on-going feedback to Assistant Manager
- Active, continual involvement in operational delivery, operational effectiveness, safety, ideas for improvement, opportunities for efficiencies and service standards for the guest experience
- Supports implementation of all policy and procedures
- Leads by example in following company uniform and grooming policy, holds team accountable to same standards
- Covers Assistant Manager’s days off as required during peak season
- Helps with communication of key messages and information to all operational staff
- Assists the Supervisor on duty to coordinate scheduling changes.
- Communicate weather conditions to the team/Assistant Manager i.e., wind, snow etc. and coordinate operational changes as needed
- Monitor course for maintenance needs and report any issues to Assistant Manager / Supervisor or Tech Team
- Supports the Tech Team where applicable through completion of generic technician tasks as required
- Ensure guest facing areas (Courtyard, Wedge, Western Front, Gear Sheds, Zip Course, & Parking Lot) are kept clean and tidy by the team
- Assists with special event preparation, set up, and tear down when applicable
- Ensures employee engagement is high and interventions are in place to address if low. Keeps finger on pulse, checking in with staff daily
- Lumina is proud to have a dynamic team who roll up their sleeves to get the work done. As such, this role may require helping other team members and departments as needed.
- full time with the schedule being 4-5 days per week depending on holidays and business volumes
- This is a seasonal contract however a FT year-round contract may be available at the end of the season based on interest

**Guest Relations**
- Assumes Ambassador role when between tasks at Lumina. This consists of liaising with guests during the experience, attaining feedback, offering, and advertising complimentary / for purchase F&B offerings, upselling additional TAG activities etc.
- Responsible for understanding and communicating guest experience expectations. Regularly checks in with guests during the show and takes steps to enhance guest experience
- Assist with service recovery for guests if necessary
- Responsible for issues that may arise with guest bookings, such as selling tickets, moving bookings to a new day, adding additional people, or providing discounts or refunds (with Manager approval)

**Incident Response**
- Knowledgeable in all course evacuation procedures, incident response protocols, and ensuring the Lumina team is trained in incident response to the expected level
- Main liaison and point of contact for incidents and/or emergencies. Follows established protocols and procedures for incidents and/or emergencies
- Accident, Incident, and Near Miss reporting - ensures all information is gathered and recorded in the correct and timely manner. Ensuring reports are detailed with measurements, photos, witness statements and associated paperwork and the Director and Assistant Manager are made aware
- Risk management: Incident response, follow up, and reporting to ensure Director/Manager has information required for notifications, record-keeping, and debriefs. Preventively, on-going review of risks and interventions to mitigate risk

**Hiring and Training**
- Provides the Assistant Manager and People & Culture with recommendations for activity specific content for company orientation
- Helping to develop training materials and lead training of both new and returning staff each season
- Completes daily observations of Lumina Guides on course and at Base to ensure consistent delivery in all aspects of tour delivery - safety, guest experience, and efficient, effective teamwork to ensure timeliness and professionalism
- Knowledgeable of TAG’s performance management process and empowered to issue verbal warnings as required for all performance related concerns in discussions with supervisor and manager on duty.
- Concerns requiring a written warning or further corrective action, as well as all engagement concerns to be escalated to the Director and Assistant Manager

**_ Key qualifications and attributes:_**
- Must be able to work evenings, 4 to 5 days a week 32- 36 hours.
- Confidence in leading a team to successful outcomes. Ideally you will have previous team lead, supervisor or other relevant leadership experience
- Demonstrated excellence in communication. Clearly communicates key messa

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