Our mission is to create spectacular experiences for people that lead to moments of personal growth. Reporting to the Director and Assistant Manager, the Operations Supervisor is a Lumina subject matter expert, who also has a proficient understanding of all TAG activities and departmental interdependencies. This allows them to take ownership in all aspects of Lumina, as well as being responsible for coordinating and organizing the daily flow of operations at the Cougar Mountain site.

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 on-going 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 year-round 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, record-keeping, and debriefs. Preventively, on-going 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 sign-off is completed in a timely manner. This could include, but is not limited to Waivers, SOPs, and other policies
• Completes daily observations of Lumina Guides on course and at Base to ensure consistent delivery in all aspects of tour delivery – safety, guest experience, and efficient, effective teamwork to ensure timeliness and professionalism
• Knowledgeable of TAG’s performance management process and empowered to issue verbal warnings as required for all performance related concerns
• Concerns requiring a written warning or further corrective action, as well as all engagement concerns to be escalated to the Director and Assistant Manager

Key Qualifications and Attributes:

• Minimum 2-years of experience in tourism, adventure tourism and/or activity operational delivery is preferred
• Bachelor’s degree or related education/training in a related field preferred
• Proven ability in building and sustaining strong working relationships
• Strong interpersonal and problem-solving abilities
• Highly responsible and reliable
• Proven ability to communicate clearly – very important in ensuring guests have clear instructions, radio communication is clear and concise, and information is shared with colleagues in a timely manner
• Ability to work well under pressure in a fast-paced environment
• Standard First Aid (16 hours) required. 80 hour Outdoor First Aid certification preferred
• Valid Driver’s License
• Be physically fit: able to lift up to 30lbs, be outdoors and on feet for majority of day in variable weather conditions, high degree of mobility and able to use both hands for physical work
• Positive, supportive, respectful, attitude – with both guests and staff
• Flexible and adaptable – every day is different; every tour is different. This role requires someone who is adaptable to changes
• Flexible to diverse working hours – late evenings, weekends, and holidays

Compensation & Benefits:

• $23.00/hr starting wage, with opportunities for regular increases
• 50% off at participating Gibbons Food & Beverage venues
• up to 25% off at participating Gibbons partners and affiliates
• Free unlimited TAG tours for yourself plus two friends!
• Discounts on apparel and industry equipment
• Regular employee events and activities
• Great discounts for your friends and family when you are not able to attend
• Opportunities for career growth
• Part of the Spirit Pass Program (winter season only, for eligible full-time employees)