Manager, Operations

1 month ago

Whistler, Canada TAG Adventure Tours Ltd Full time

**_Seasonal, Full Time, Salaried Role_**

**Summary**:
Reporting to the Director of Operations of the Adventure Group, the Operations Manager (OM) is responsible for all aspects of Wedge Rafting’s delivery. The OM is expected to contribute to the leadership team, working with peers and staff to lead the operational delivery aligned to the strategic vision of the company.

**Responsibilities and Duties**:
**Operations**
- Providing leadership for the rafting activity logistics, transportation and training processes.
- Collaborating with the Sales team in the development and active management of schedules and capacities.
- Keeping inventory of all equipment, gear and supplies. Ordering and refreshing equipment as needed and within budgets.
- Overseeing the planning and administration of all special events and group functions.
- Managing the security of Company information, equipment and premises
- Ensuring that a clean and neat site appearance and appropriate demeanor is maintained by all representatives of the Company

**Policies & Procedures**
- Ensuring that all policy and procedures related to the daily opening and closing of the Site are adhered to
- Ensuring adherence to all government statutes, laws, by laws, and permit restrictions and representing the Company well to any official representatives of these agencies
- Being aware of all liability issues pertaining to Company operations and ensuring that all staff are aware of relevant issues and act accordingly
- Maintaining accurate records of any information regarding conflicts/problems, accidents, or incidents with guests, team members or the environment
- Supervising and directing all activities which include ensuring the continued adherence to all Company standards in the areas of guest service, safety, and personnel qualifications
- Input into the development and responsible for the implementation of safety and risk management policies and procedures in compliance with local regulations;
- Ensuring safety standards are always met for guests and staff, completing regular safety scenario training.

**Human Resources**
- Hiring and training new team members to the highest standard, ensuring that all administration and paperwork associated with new hires is completed within the required timeframes.
- Scheduling, coaching, and growing the Trip Leaders, Guides and Supervisors;
- Organizing and leading team functions to demonstrate appreciation and maintain high staff morale;
- Communicating standards for work to team members and working with direct reports to reach their potential (identify paths for growth, required training, and resource needs) and carrying out regular performance reviews
- Plan and implement engagement action plan based on annual engagement survey results for the team.

**External Partnerships**
- Maintain active relationship with the BCROA (BC Rafting Outfitters Association) board and other members. Attend the BCROA AGM in Fall.
- Maintain positive relationships with local organizations, communities and other businesses.
- Maintain positive relationship with suppliers and organize pro-deals for team members.

**Finance**
- Developing, implementing and managing an operating budget, including responsibility for labor management and all direct purchases and spending.
- Ensuring that all staff remain within the limits of their averaging agreements (where applicable)
- Working with the Director of Operations to plan the capital needs.

**Guest Service**
- Spending time with the guests to ensure they are enjoying their experience and collecting guest feedback.
- Leading by example and ensuring that the standard of delivery for activities and guest service is met and surpassed.

**Further Responsibilities**
- Working cooperatively with the TAG’s Senior Leadership Team
- Performing any other duties assigned by the Director of Operations.
- Filling in when needed as activity staff, shuttle driver or guest service agent to support team members.
- The delivery of site inspections for potential clients as required.
- Gaining a basic understanding of all job roles within Wedge Rafting and The Adventure Group (where applicable)

**Required Qualifications and Skills**:
The Manager, Wedge Rafting must possess the following qualifications and skills:

- Knowledge and experience in adventure tourism and recreation (through previous employment experience).
- Specialized knowledge of the whitewater rafting industry (strong asset)
- Knowledge and experience in supervising medium sized teams and delivering excellent staff training, mentoring and leadership skills.
- Knowledge of risk management practices for high-risk activities and a calm, organized response to potential incidents.
- Ability to manage multiple projects and competing priorities.
- Knowledge and experience in delivering excellent customer service.
- Maintaining a valid unrestricted class 4 driver's license and an 80-hour first aid certification (preferred).
- Strong attention to detai

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