Job Description

Overall Purpose of the Job
Reporting to the Operations Manager, this position is an integral role in the business operations. This position will provide high quality customer service as well as ensuring the smooth operations of the office and all its systems during our season. Supervising other office team members and supporting the Sunlund Guest Services team ensures smooth and integrated operations to maximize both bookings and efficiency in all operations. Season is May 1 to mid October.

Primary Responsibilities – IN SEASON FULL TIME
• To greet & prepare clients for their tours.
• Ensure all walk-ins, social media messages, phone & email inquiries get complete information about all products offered in the location
• Ensure phones are answered, reservations taken, new bookings distributed to scheduling accurately and without error
• Manage bookings and reservations made through the office as well as through the online booking engine
• Ensuring that moneys taken are properly recorded and accounted for
• Ensure risk management & safety for all guests through the completion of appropriate paperwork & act as emergency operations centre in the case of tour emergencies.
• Supervision of all office assistants and support Sunlund guest services staff.
• Ensure that pre & post trip client and company paperwork is completed
• Order and purchase retail items and office supplies as required. Advise and sell retail items to customers.
• Provision of daily updates to Director of Operations.
• Ensuring scheduling of staff and equipment is completed either by Director or themselves.
• Ensuring social media posts are managed and communications with industry partners on offerings and opportunities are completed

Secondary Responsibilities – YEAR ROUND PART TIME
• Assist Operations Manager in office development & contribute to company operational best practices/procedures for all areas of operations
• Ensure marketing & promotions are updated on a regular basis
• Generating retail sales reports, tour & client statistics based on the above entered information
• Ensuring that invoices, statements, cash reconciliation and related financial information relevant to bookkeeping is appropriately filed for pick up
• Liaise with staff on matters such as scheduling, planning staff training
• Work with Operations Manager and Executive Director to develop growth opportunities for the company

Key Results Areas
• Customer Satisfaction & excellence in Customer Service
• Office Systems & Human Resource Management
• Sales and Marketing
• Safety & Risk Management within the scope of the position

Responsibilities & Qualifications

Qualities & Skills
• Experience in an administrative role including taking on the development and realization of new projects;
• Strong commitment to providing quality personalized customer service;
• Ability to share knowledge enthusiastically and in a clear manner
• Strong computer skills including Microsoft office, MAC platform, scheduling software, website design, and social media platforms;
• Highly organized with great attention to detail;
• Excellent organizational & leadership skills, particularly in a group management situation;
• Able to multi-tasking efficiently during peak season when volume of phone calls, emails, and message are high, while continue to deliver excellent customer service;
• Excellent critical thinking, judgment, and decision-making skills;
• Must be self – motivated and flexible in approach, willing to learn and adapt to new systems;
• Able to efficiently work independently or as a team member;
• Strong work ethic and dedication to the success and growth of the company;
• Strong interpersonal sills with a clear understanding of organizational behaviours & conflict resolution skills;
• Willing to participate in all areas of the business if needed;
• Knowledge of, experience, passion or interest in our local area, marine ecosystems and coastal outdoor activities, including kayaking, boating and hiking & local flora and fauna
• Must be reliable and willing and able to commit to all scheduled shifts
• Foreign language skills (especially German, Dutch, French) an asset
• Knowledge & passion of our coast & local history
• Understanding of cultural diversity (ex. Indigenous & other cultures)
• Must be willing to commit to minimum of two seasons of employment, with preference give to those who are able to commit to a longer period of time;
• Trustworthy and able to practice confidentiality

Qualifications
• Driver’s License with reliable vehicle
• Standard First Aid with CPR C
• Restricted Radio Operators Certificate VHF
• A degree or Diploma in any of the following: Recreation Management, Outdoor Recreation, Tourism, Office, or Human Resource Management

Salary/Wage

26-29/hour

Other Perks/Benefits

Employee Benefits – Value Added • An opportunity to work for a leader in the industry in a beautiful area with spectacular wildlife • Financial Rewards –bonuses, tips • Team based continual training with opportunities for subsidized professional certifications & growth • Flexible Work Schedule • FREE meals on multi-day tours • First right of refusal for second-hand equipment sales • Discounts with retailers for gear • Free equipment usage for employees & ability to go on day tours at no cost • Great Company Culture in a Family Business that works to have FUN!

Job Application Process

Application Requirements To apply, please review the following requirements and send us an email to christine@terracentricadventures.com. Please clearly identify the position applied for and include the following information: • A current resume & cover letter detailing why you are interested in & qualified for the position. • Contact details for at least two work references. If you are at college or university, provide one faculty reference. • Summary of relevant certifications, achievement dates and renewal dates • Expected hourly rate & availability dates.

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