Course Supervisor

The basic function of the Course Supervisor is to ensure the daily operations of Ziptrek are running smoothly, safely and efficiently, while maximising guest enjoyment. Course Supervisors act as a mentor and manager to their assigned Guide groups.

A minimum commitment of 2 years is required for this role.

Qualifications and experience:

• 1 year zipline guide experience or 3+ years relevant guiding experience at heights preferable

• Pre-hospital First Aid Certificate

• Proven leadership skills – minimum 12 months in a lead, senior or supervisor position

• Understanding of health and safety risk management especially at heights and in an outdoor environment

• Experience in training or teaching

• Excellent interpersonal / communication skills - ability to communicate clearly, concisely and accurately both verbally and in written form

• Intermediate computer skills

• A valid driver’s license

• Physically active with the ability to lift 45 kgs (100 lbs)

• Demonstrate exceptional judgment and sound decision making skills appropriate to the environment

• Excellent organisational and time-management skills

• Strong technical skills related to guiding and course operations

• Enjoy working in a team environment

• High level of integrity and professionalism

• Ability to work with a minimum of supervision

• Keen to continue learning and pursue personal growth

• Must be available to work weekends and public holidays

Key responsibilities:

Authorities

• Carry out verbal & written warnings. Written warnings need to be in consultation with Operations Manager.

• Able to remove anyone from the course/ desk if they are causing potential safety or customer relationship issues

• Able to order course evacuation

• Dealing with Level I, II and III incidents

• Assume the Operations Manager role in the event that the Operations Manager and Senior Lead Guide are absent

Communication:

• Communicate all Level II and III Incidents to the Operations Manager

• Act as the first level of escalation (while on duty) for any incident on course - forward to the appropriate personnel and/or service as per procedure

• Attend a quarterly meeting: all course staff including Operations Manager, Course Supervisor and Guides in attendance

• Attend a quarterly Course Supervisor meeting: all Course Supervisors, Operations Manager and General Manager in attendance

• Touch base one on one with the Operations Manager (or Senior Course Supervisor in their absence) minimum fortnightly

• Touch base one on one, either by phone or in person, with each of the assigned Guides fortnightly

Supervise:

• Be a positive, professional representative of the company acting as senior guest liaison with all VIP, media and special requirement tours.

• Assist with covering Guest Services duties for lunch cover and during peak periods including but not limited to selling tours, upselling merchandise and promoting the Ziptrek brand

• Perform Guide shifts as required

• Guide & tour assistance including: retrievals, incident assistance, tour timing, guiding, equipment management

• On course communication including: liaising with GS, Course Supervisors, coaching Guides on eco-curriculum, etc.

• Organise and maintain all aspects of course operations including: required documentation, structures, buildings, course infrastructure, equipment, tour area, vehicles, etc.; identifying areas that require attention and delegating as required.

• Oversee daily course operations in a manner that is safe and fun for all by making risk management the highest priority,

• Meet obligations under, and ensure compliance with, the Health and Safety at Work Act 2015 (HSW Act), the Health and Safety at Work (Worker Engagement, participation and Representation) regulations 2016 (Worker participation mechanisms) Health and Safety at Work Act (Adventure Activities) Regulations 2016, codes of practice and any relevant standards or guidelines.

• Deal with any Level II or III incidents

• Conduct site visits and assist with promoting Ziptrek to potential groups and customers

• Ensure that tours are managed efficiently within the allotted time frame.

• Maintaining and managing the vehicle fleet, including fuelling and cleaning.

• Course & building maintenance including: trail/road maintenance, garbage & recycling

• Ensure that guides are supervised, trained and supported to provide the highest possible level of customer service and a terrific guest experience.

• Training of new Guides in both eco-curriculum and zipline Guide skills

• Daily opening & setup procedures including: organising Guides, course opening and inspection, retrieval ropes and first aid kits,

• Daily closing procedures including: course lockup, treehouse lockup

• Organise daily schedule for Course Supervisors and Guides, ensuring correct staffing levels and competencies for required duties

Leadership:

• Lead by example, following proper systems and procedures

• Adhere to Ziptrek Core Values.

• Provide mentorship, guidance, support and leadership to the Guides

• Provide insightful and enthusiastic leadership and supervision, paying attention to employee morale

• Support fellow Course Supervisors and management, putting team objectives above personal objectives and creating a working environment in which all staff feel empowered and supported.

Organisational Development:

• Assist with interviewing and selecting new employees as requested

• Ensure company procedures are being followed by all direct reports

• Administer the following training programs: Guide training, continuing education for Guides, litter rigging

• Review policies, procedures and protocols as part of daily operation and as directed by Operations manager

Health & Safety, Risk management:

• Conduct regular equipment safety inspections as per procedure

• Oversee daily course operations in a manner that is safe and fun for all by making risk management the highest priority.

• Anticipates and avoids hazards before they become a problem.

• Operates all decks, systems and equipment according to policy.

• Creates awareness of potentially hazardous situations, following the proper channels when a situation requires attention (incident reporting). Show accountability for the safety of guests, employees and themselves at all times.

• When at work is alert, aware and actively safeguarding against risks.

• Able to confidently deal with any incident that may arise in a safe and efficient manner. Including ordering and organising course closure &/or evacuation.

• Comply with the Health and Safety at Work Act 2015 (HSW Act), the Health and Safety at Work (Worker Engagement, participation and Representation) regulations 2016 (Worker participation mechanisms) Health and Safety at Work Act (Adventure Activities) Regulations 2016, codes of practice and any relevant standards or guidelines.

Core competencies: Our expectation is that all Course Supervisor's will make decisions and exhibit behaviour that upholds the core values of Ziptrek Ecotours including safety, education, environment and sustainability, guest and employee experience, and innovation.

The following are the core competencies for this position:

Communication – ability to communicate effectively with the entire team including creating a comfortable work environment, listening and providing feedback when necessary.

Leadership – demonstrates leadership by example and follows through with tasks and goals. Leads team in formulating goals that complement the organisation's mission.

Adaptability – is calm under pressure and is able to accommodate daily changes and challenges with poise.

Relationships/Teamwork – creates an atmosphere of team cooperation, demonstrates appreciation of all team members and works to maintain the company culture.

Personal Development – seeks opportunities to learn and develop. Takes ownership of own development.

Minimum hours of 30 per week.