Operations Supervisor - SED

The Operations Supervisor supports the Operations Managers and General Manager in actively leading the daily activities of the Customer Service Representatives and Tour Guides to ensure company guidelines are followed and customers experience is maximized.

RESPONSIBILITIES

• Complete training as a Pink Adventure Tour Guide
• Knowledge and ability to cover Customer Service duties including reservations and retail sales
• Works with the Operation Managers to oversee the day-to-day operations and activities of all employees to ensure quality operations, service, safe vehicles and driving practices, and exceptional customer service from all personnel.
• Serves as Manager on Duty as schedule requires and performs opening and closing procedures accurately and thoroughly.
• Monitors business needs and assists with scheduling guides and CSR’s to meet operational demands.
• Assists Director of Tour Revenue or Call Center Supervisor with investigating and resolving customer issues
• Assists with group / special events to ensure service exceeds expectations & objectives.
• Assists the Operations Managers in following best practices and procedures pertaining to Fleet preventive maintenance and repairs.
• Partners with the Operations Managers to write and conduct employee reviews, assists with interview, onboarding, and training process; and performs time and attendance tracking, review, and approval processes.
• Conducts tour ride along for evaluation, feedback and coaching
• Train and mentor the Customer Service team to ensure a high level of customer service, sales, retail practices and operational efficiencies.
• Train and mentor the Guide Team to ensure guide operations and tour quality meets/exceeds expectations.
• Ensure employees meet grooming and dress code guidelines
• Support the Operations Managers in maintaining a positive ongoing relationship with the partnering and permitting agencies such as US Forest Service/ National Parks Service and other essential partners for our business continuation and development.
• Demonstrate outstanding teamwork creating trust and cooperation across the Pink Adventure Team.
• Conduct tours during peak business periods as needed or when filling in for Tour Guides with unplanned absences.

SAFETY & COMPLIANCE

• Ensure Guides are following and we are compliant with the Driver Procedure Manual, SMITH Driver Training, DOT regulations, and Park service regulations
• Models and ensures all safety procedures and safe work practices are being followed to ensure a safe work environment for our employees and safe tour experience for our guests.
• Participates in Tour Quality and Safety Audits.
• Review and document accidents and/or incidents as required
• Ensure OSHA and DOT compliance as applicable
• Supports staff safety procedures and provides training as required

QUALIFICATIONS & ESSENTIAL REQUIREMENTS

• Must 25 years of age or older with an excellent driving record
• Must pass a DOT physical
• Effective communication skills: energetic, outgoing, entertaining speaker.
• Team player that is self-motivated and takes initiative.
• Good judgment and problem-solving skills.
• Outdoor enthusiast with an interest in flora, fauna, history, archaeology, and geology.
• Able to endure weather extremes in a physical-oriented job.
• Defensive driving skills and a driver's license clear of major moving violations.
• Frequent bouncing up and down in the driver's seat as a result of driving on rugged trails, washboard gravel roads, and climbing up and over rocks for up to 10 hrs/day. (Ruggedness varies by location). 
• Able to walk on dirt trails, uneven ground, and rock formations to point out scenic views and rock structures. Able to conduct hiking tours.
• Must be able to speak and hear clearly to provide quality customer service.
• CPR/First Aid certified and so should be able to remain calm and effective when dealing with medical emergencies encountered.
• College degree preferred
• Prior management experience in hospitality, tourism or related field
• Knowledge and experience in customer service and guiding operations preferable
• Proficiency in MS Word, Excel, Outlook, Gmail, and PowerPoint
• NAI – Certified Interpretive Guide (can complete within 1 year)
• SMITH certified (complete before driving)
• Effective time management, prioritization and multitasking capabilities
• Excellent customer service and communication skills
• Good judgment and problem-solving skills
• Excellent organizational and administrative skills
• Excellent interpersonal and people skills; high level of integrity with the ability to handle sensitive and confidential information in a professional manner