Lumina Operations Supervisor - Whistler, Canada - TAG Adventure Tours Ltd

TAG Adventure Tours Ltd

Verified Company

Whistler, Canada

2 weeks ago

Posted by:

Sophia Lee

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Description

Summary:

Responsibilities and Deliverables:

General:

Leads the nightly Lumina operations: event liaison, site inspections, fam tours, daily opening and 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 with new hire training, safety training, and performance management by providing ongoing 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
Provides feedback and input to Director and Assistant Manager on policy and procedure development
Supports implementation of all policy and procedures
Plays a significant role in exemplifying outstanding behaviours aligned to safety, guest experience, and colleague culture aligned to culture, vision, mission and values
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
Promote a strong relationship between the Lumina team and other activity teams
Helps with communication of key messages and information to all operational staff
Helps to complete scheduling, scheduling changes, and approving staff hours worked as directed by Assistant Manager
Communicate any team issues of schedule/payroll in a timely manner to Assistant Manager and pay master
Communicate weather conditions to the team/Assistant Manager i.e. wind, snow etc. and coordinate operational changes if need be
Monitor course for maintenance needs and report any issues to Assistant Manager 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
Responsible for 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 out other team members and departments as needed

- full time with the schedule being 4-5 days per week depending on holidays and business volumes

Summer completion bonus and winter retention bonus offered
This is a seasonal contract however a FT yearround contract may be made 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 need be
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, recordkeeping, and debriefs. Preventively, ongoing review of risks and interventions to mitigate risk

Hiring and Training

Supports management in hiring process with participation in screening and interviewing of applicants and providing assessment of guide performance
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
Maintain up to date records of all training and be aware of which staff members are trained on what role and who is signed off/may need more support
Ensure all other company paperwork requiring signoff is completed in a timely manner. This could include, but is not limited to Waivers, SOPs