The Attraction Instructor is a versatile professional and pivotal position in ensuring guest satisfaction through the delivery of top-tier hospitality and safety standards within tours, attractions, and excursions on the Destination. This multifaceted role encompasses group instruction, safety enforcement, and specialized land, water, and height rescues. The Attraction Instructor role thrives on guest interaction, fostering a positive work atmosphere, prioritizing customer service, and delivering safety across all activities.
The Attraction Instructor specializes in leading, instructing, guiding, and overseeing tour participants, ensuring safety, enhancing the guest experience, and executing flawless operations in attraction, tours, activities, and experiences as directed by the Attractions & Recreation Lead. The core focus remains on guest safety, immediate response to emergencies, and proficient execution of advanced life-saving procedures in various environments.
Emotional resilience is paramount as the Attraction Instructor must maintain composure and rationality during high-stress situations, effectively managing their reactions and making sound decisions even in challenging circumstances. The role may also entail support for other aquatic activities and participation in the lifeguard program. Essential qualifications include exceptional guest engagement, meticulous attention to detail, a proactive problem-solving approach, unwavering concentration, strong swimming prowess, proficiency in CPR/First Aid, and comprehensive knowledge of our products and services.
All duties and responsibilities are performed following Company’s Brand Standards, philosophy, policies, and SOPs, Public Health, Safety, Security, and Environmental Guidelines. All tours, attractions, and Instructors undergo rigorous third-party reviews to ensure the highest quality and safety standards. This Job Description in no way states or implies that these are the only duties performed by the Destination Team Member occupying this position. All Team Members may be required to perform any other job-related duties assigned by their Supervisor or Management. The nature of this job requires daily interactions with internal and external stakeholders.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Ensures safety and guest satisfaction by teaching and instructing activity techniques, safety, and the correct use of equipment, including but not limited to, equipment use, boundaries, routes, safety information, weather concerns, communication procedures, and emergency protocol.
- Delivers experiences so Guests feel confident and capable in new activities and enables the Guests to overcome challenges to succeed including delivery of clear and concise briefings
- Provides expert advice to Guests on equipment use and fit ensuring they are using the correct type and size.
- Leads, instructs, guides, and supervises attractions, activities, and experiences, etc. in a safe and responsible way.
- Communicates positively and enthusiastically with Guests while identifying nature and points of interest within the environment.
- Manages and controls large diverse groups of varying abilities, backgrounds, and ages. Demonstrates and leads a safety-first culture in all activities.
- Demonstrate a keen ability to interpret body language cues, respond effectively, and adeptly manage a variety of interpersonal situations.
- Applies sound logic and reasoning to assess situations and exhibits the capacity to adapt within the established protocols to manage various scenarios.
- Use clear and professional communication while using the radio channel provided for the operation.
- Exemplifies strong time management skills, conducts tours in a timely manner, and effectively prioritizes and completes tasks.
- Demonstrates effective teamwork while maintaining a high degree of autonomy and self-driven productivity. Sets up and closes working areas as per schedule following all protocols.
- Turns challenges into opportunities by actively listening to and quickly resolving Guest complaints.
- Acknowledges distress signals, maintains a calm demeanor, and responds actively to any emergency (on land, in water, or at height) and/or assist if needed as per Company procedures.
- Inspects areas and reports any structural and/or operational issues to the Management according to company and manufacturer standards.
- Communicates clearly and concisely to Guests, Team Members, and Management in both verbal and written format.
- Maintains communication equipment and ensures it is in good working order.
- Trains new Team Members on tour, attraction, and instructing procedures.
- Demonstrates exemplary skills in PWC handling and rescue techniques.
- Cleans and conducts safety checks on all equipment including but not limited to, kayaks, paddleboards, paddleboats, PWCs, boats, rescue equipment, EZ dock, Zipline equipment, etc.
- Conducts general maintenance of all equipment including but not limited to, kayaks, paddleboards, paddleboats, PWCs, boats, rescue equipment, EZ dock, dock anchors, and Zipline equipment (i.e., harnesses, safety straps, carabiners, trolleys, lanyards, ropes, braking system, pulleys, etc.). Removes, replaces, and reports any malfunctioning parts to the Management. Write reports and completes maintenance logs on a daily, weekly, and monthly basis.
- Maintains knowledge of all Destination attractions and activities to manage customer inquiries.
- Participates in the building or repairing of floating docks, buoy lines, and other equipment as directed by the Management.
- Maintains cleanliness and integrity of the assigned position. Adheres to a Company confidentiality agreement.
- Maintains Company designated lifeguard certification, above average fitness level, swimming, rescue, CPR/First Aid skills and Rope rescue qualification.
- Delivers tasks and training under conditions that are always audit ready. Participate in third-party inspections of the operation and maintenance of attractions.
- Participates in training and meetings. Notifies the Manager regarding work schedules and time records.
- Acknowledges and greets Guests, Visitors, and Team Members in public spaces with a warm, friendly greeting.
- Ensures personal appearance, personal hygiene, and uniform appearance are always by Company policy. Maintains a safe and sanitary environment for Guests and fellow Team Members.
QUALIFICATIONS:
- A High School Diploma or equivalent vocational training is required. Ability to perform basic math functions.
- Two (2) years of experience in a similar role (guiding/teaching).
- Qualifications in rescue, lifeguarding, and first aid advantages with expertise in rope rescues considered an asset.
- Proven group supervision experience and ability to manage guide groups. Climbing experience is desirable.
- Ability to pass a Company-required swim test and gain Company designated lifeguard certification and first aid certification
- Ability to obtain National Fire Protection Association (NFPA) Rope Rescue certification.
- Ability to work positively and cooperatively in a diverse international environment.
- Knowledge of customer service, needs assessment, problem resolution, and achievement of quality service standards.
- Demonstrated aptitude for the management of headcount on tour. Effective verbal communications skills.
- Previous experience in sales or the ability to sell, upsell, and cross-sell products and services is an advantage.
- Experience in driving boats or the ability to learn and develop the skill is required to effectively perform rescues.
- Ability to work under pressure without losing concentration and attention to the details.
- Ability to operate and perform maintenance on a variety of water equipment such as but not limited to scuba equipment, boats, PWCs, kayaks, and more is an advantage
