POSITION TITLE: Backcountry Office Manager
REPORTS TO: Evergreen Backcountry Director
POSITION SUMMARY:
The EBG Office Manager is part of the Management Team of the Evergreen Outdoor Center. This role is responsible for overseeing the operations of the EBG department maintaining a high quality and safe service within the whole department operations.
Applicant will have experience with professional standards in mechanized, or touring accessed guided tours. Experience in managing trip logistics; creating ascent and descent routes, allowing the guests to be picked up, and returned within the framework of acceptable times.
Applicant will possess the ability to anticipate and cater to guests needs and abilities in the field. Ultimately, balancing a focus on finding safe, yet fun, and satisfying terrain for that particular day and area. Our guides are responsible for the safety, wellbeing and enjoyment of guests out on backcountry & off-piste tours.
POSITION DUTIES & RESPONSIBILITIES:
EGB Office Manager will be expected:
- Improve, maintain, and adhere to all operational, safety and risk management procedures ensuring safe and efficient operation of EBG programs.
- Educate, teach, develop, train the staff and customers with high quality in safe matters, guiding to the students to the vision of the company of sustainability, training good professionals for our snowsports industry.
- Create and develop Standard Operations Procedures and Safety Procedures for EBG programs.
- Supervise the rental area, dealing with backcountry equipment and will also include organization, maintenance, repair and storage of all backcountry gear equipment. Tracking usage and assisting with ordering new gear. Evaluate equipment for damage and repairs
- Coordinate safety procedures and internal relations with other Evergreen departments.
- Collaborate with guest services and marketing to ensure tight communication
- Possess solid organizational skills and have effective communication skills
- To participate and lead in company required in-house and in-the-field training
- Coordinate morning meetings and tour preparations for EBG when it is needed. Maintaining a safe work and office space. Maintain the rental shop space to ensure we have a clean, professional, and efficient work space.
- Consider the financial aspects of the department to maximize the relation service/cost.
- Establish professional relationships and gain the confidence of guests including relation with third parties.
- To explain the next day’s schedule, cover personal items and gear to bring, cover possible tour locations, distribute and set up rental equipment/gear and attend to any question’s guests may have.
- Refresh, teach and lead “Avalanche Skills Training” AST 1 & 2 courses within the EBG organization and be competent in teaching avalanche rescue skills to guests.
- Updated, review and improve rescue procedures for any activity of EBG department.
- Help us improve every day that we operate
JOB DUTIES MAY ALSO INCLUDE
Snow clearing, tidying up front and back of office space, replacing and or fixing rental gear and equipment, assisting with staff accommodation and personal room clean-up /maintenance, picking up and dropping off guests at locations within Hakuba/Nagano, replying to emails. Leading the occasional full or half day snowshoe tour, (if early or late season or due to lack of snowshoe guides)
ADDITIONAL DUTIES
Due to the many variables that affect business operations, occasionally, employees may be asked to perform other duties or assist in efforts outside their primary area of responsibility, when admin staff deems it necessary. This may include performing in any subordinate position
SUPERVISORY DUTIES: Supervise new staff or new guides with daily operations and provide training to new staff or new guides. (from AM meeting to day’s end) Rental set up training, rope rescue training, avalanche rescue training, weather analysis training, snowpack observations and snow testing training
GENERAL DUTIES:
Daily:
- Maintain regular communication with the EBG Director for any update of the department.
- Maintain and improve standards and services to ensure exceptional member guest experiences
- Implement Evergreen policy and operating procedures.
- Assist with guest complaints, general incidents, accidents and trouble shooting.
- Resolve member/ guest problems in an efficient, courteous and consistent manner in relation to operational procedure and company policy
- Coordinate bookings and registrations with administrations team and trainers.
- Attend AM and PM Guide meeting, and be able to understand and record pertinent data in their log-books. Potential to record and provide weather and snow data to AM guides meetings.
- Check to see if vehicles need to have snow/ice cleaned from exterior, be sure to clean trash from interior.
- Prepare personal, and guest gear in a timely manner.
- Prepare and file /submit a daily trip plan form
- Potential to lead or assist snowshoe tours.
- Guides will be expected to take snowpack and terrain data while out in the field and report findings to our guiding team
- Conduct and oversee backcountry safety briefing for new guests.
- Plan, adjust and maintain group management and guest safety from tour start to end.
- Find safe, yet fun and satisfying terrain, for that particular day and area.
- To deliver amazing guest experience through fun, enjoyable and memorable Snowsports lessons.
- To be passionate about our guests, and about the experiences that we provide.
- To upsell lessons and courses to guests, depending on the guests needs.
- To liaise with other departments on day to day issues to ensure that all guests needs are fulfilled.
- To ensure that all guests are aware of and adhere to the mountain side Protocols.
- To report any equipment defects, faults or breakdowns to the relevant department/manager
- To adhere to Health and Safety procedures
- To provide relevant First Aid should it be required.
- Complete paper work required
- Provide reports, course results and pictures updates to social media, marketing or line manager when its needed or demanded
- Assist with guest complaints, general incidents, accidents and trouble shooting
- Resolve member/ guest problems in an efficient, courteous and consistent manner in relation to operational procedure and company policy
- To demonstrate sound judgment and consideration for athlete/guest safety at all times
- Guides will also assist with setting up rental equipment (touring skis and split-boards), resetting rental equipment
- Check vehicles gas levels and refuel. Return receipt to office for accounting.
Weekly:
- Monitor rental gear for maintenance, repair or retiring.
- Follow staff housing/accommodation cleaning rosters and attend meetings for guides/staff housing.
- Provide reports, course results and pictures updates to social media, marketing or line manager when its needed or demanded
- Coordinate bookings and registrations with administrations team.
- Maintain inventory records of all related program equipment (course material, radios, video cameras, tool kits, etc.)
- AM/PM Weather Plot data recording, and sharing, may be part of the mentorship program for candidates for aspiring guides during the winter season
- Guides will be expected to check and refill if needed: for oil levels and wind shield wiper fluid and let their manager know if EBG vehicles have any mechanical issues.
POSITION COMPETENCIES
The following competencies may be demonstrated in this position, among others:
Analytical - Synthesizing diverse information, using intuition and experience to complement data. Demonstrating attention to detail.
Problem Solving - Identifying and resolving problems in a timely manner. Gathering and analyzing information skillfully. Using reason even when dealing with emotional topics
Customer Service - Managing difficult or emotional customer situations. Responding promptly to customer needs. Responding to requests for service and assistance.
Interpersonal Skills - Focusing on solving conflict, not blaming. Maintaining confidentiality Listening to others without interrupting. Keeping emotions under control
Oral Communication - Speaking clearly and persuasively in positive or negative situations Listening and getting clarification. Responding well to questions. Demonstrating group presentation skills. Participating in meetings
Organizational Support - Following policies and procedures. Supporting Evergreen goals and values
Judgement - Exhibiting sound and accurate judgment
Planning/ Organizing - Prioritizing and planning work activities. Using time efficiently
Professionalism - Approaching others in a tactful manner. Reacting well under pressure Treating others with respect and consideration, regardless of their status or position. Accepting responsibility for own actions
Quality/ Quantity - Demonstrating accuracy and thoroughness. Monitoring own work to ensure quality. Completing work in timely manner
Safety and Security - Observing safety and security procedures. Determining appropriate action beyond guidelines. Reporting potentially unsafe conditions. Using equipment and materials properly
Adaptability - Adapting to changes in the work environment. Ability to deal with frequent change, delays, or unexpected events
Dependability - Is consistently at work and on time. Following instructions, responding to management direction. Taking responsibility for own actions. Committing to long hours of work when necessary to reach goals. Attending required staff meetings
Initiative - Volunteering readily; asking for and offers help when needed
