Nantahala Outdoor Center

Aerial Operations Assistant Manager

US-NC-Bryson City
Job ID
2018-1133
Category
Adventure
Job Classification
Year Round

Overview

For 40+ years NOC has led the outdoor industry, taking more guests whitewater rafting and teaching more paddlers than any other outdoor recreation company. NOC also provides top-quality aerial and trail-based adventures, wilderness medicine as well as providing unmatched retail service, foodservice, lodging, and trip planning services. Behind NOC's rapid growth are our staff’s commitment to our five core values: Lead by Example, Service Before Self, Do the Right Thing, Work Hard/Play Hard and Make it Happen. These core values unite a community of leaders and pioneers in an exciting, fun and always changing work environment.

 

NOC career opportunities offer prospects rare opportunities to work in beautiful locations, to grow their skills and to share a passion for active outdoor recreation. Ideal candidates are leaders in the work place that wish to join a unique, values-driven organization. They aspire to excellence in their fields and disciplines and they demonstrate a commitment to the service of others. Above all, they want to provide visitors with unforgettable experiences in the great outdoors. If this sounds like you, we hope you'll apply to join the NOC team.

 

 

Job Summary:

The Aerial Operations Assistant Manager is responsible for being a leader both on and off our courses and an ambassador of the NOC to employees, our partners, competitors and the general public. The Aerial Operations Assistant Manager is expected to provide positive guest interactions/experiences and to take all precautions and handle trainings to keep our guest and guides prepared for all situations on our various aerial products. This position must also be a key communicator and handle administrative/logistic duties for the aerial operation including: planning, logistics, staff management, hiring, culture, training and many other functions described in detail below.

 

The Aerial Operations Assistant Manager position is classified as “9/12” in which the Manager works full-time for nine months of the year yet receives a paycheck across all twelve months of the year.  While the position is full-time during the nine working months, the work schedule fluctuates with many weeks exceeding 40 hours and some weeks falling short of 40 hours.

 

Responsibilities

Administrative and Logistics

  • Work with the Aerial Operations Manager to set the long term planning and vision for the aerial operation, including training Head Guides as well as overseeing Guide training and development.
  • Ensure that all daily course inspections are completed and being stored appropriately.
  • Oversee all aspects of the daily and weekly guide/trip schedule. In cooperation with the Aerial Operations Manager the Assistant Manager must adjust trip times and maximums as well as open or close trips in accordance with resource availability and booking needs, to ensure adequate resources for bookings daily, weekly and throughout the season.
  • Support Sales and Marketing efforts by serving as liaison to key groups.
  • Complete all Beginning/End of season paperwork.
  • Manage course maintenance in coordination with the annual inspection report.
  • Learn opening/closing processes, including the front desk registers. 
  • Ensure that all NOC and ACCT training and standards are being met by all guides.

 

Guest Interactions:

  • Hold the highest level of standards to ensure NOC Guests can continue to expect the highest levels of quality service and professionalism from start to finish.
  • Ensure a positive team dynamic.
  • Manage and maintain a healthy community for Guides.
  • Ensure all precautions and protocols are taken into consideration when evaluating any operational issues to satisfy the NOC standard of safe, fun and efficient trips.
  • Treat Guest with patience and understanding, but firmness when handling NOC policies.

 

Communication:

  • Lead the Aerial Operations in accordance with NOC’s Mission Statement and Core Values.
  • Communicate initial expectations to Guides and hold each accountable to them.
  • Communicate with Guides, other NOC Departments and individuals both internally and externally to provide smooth daily operations and a healthy culture amoungst staff.
  • Communicate to the Aerial Operations Manager any issues or needs of the department, along with solutions on a weekly basis. 

 

Supervision:

  • Supervise a staff of up to 30 individuals in a variety of positions including, but not limited to: Head Guides, Lead Guides, Guides, Drivers and Front Desk Staff.
  • Review and approve the Aerial staff ADP time and attendance on a weekly basis.
  • Discipline staff and document any excessive time overages or tardiness as needed. 
  • Report any illegal activity to Human Resources including, but not limited to drugs, underage drinking, violence, abuse or vandalism.

 

Facilities Management

  • Maintain a safe, clean, fun, and healthy operating and guest-service environment.
  • Conduct routine repairs and/or coordinate with the Aerial Operations Manager on larger repair and maintenance projects.

Qualifications

  • Intimate familiarity with all ACCT regulations and ensure compliance with all aspects of those regulations. Must be familiar with safety requirements/plans, reporting and regulations of the CMV, OSHA, ANSI and other governing agencies and regulatory bodies.
  • Strong set of social skills and an assertive personality that can effectively be used to deal with, juggle and mediate where needed with Guides, Guests, other departments and companies as well as all others who impact the operation.
  • Extensive knowledge of the proper care of all equipment commonly used in Aerial operations. This includes but is not limited to trolleys, harnesses, carabiners, tethers and assorted rescue equipment. 
  • High level of canopy tour and adventure park operations experience and expertise is preferred. Additional rescue training certifications are a plus.
  • Previous experience as an NOC Lead Mountain Top Guide is preferred.
  • Licenses and certification required by statute or regulation: The Aerial Operations Assistant Manager should possess or be prepared and able to obtain quickly and efficiently;
    • CDL with passenger endorsement
    • AWFA and CPR certification or a higher level of first aid/CPR training
  • Strong orientation/ability to provide guest service.
  • Efficient time management with the ability to prioritize workload.
  • Demonstrated poise, tact, diplomacy, professionalism and accountability.
  • Self-disciplined, detail oriented and highly organized.
  • Function as a team player, take direction as well as function independently.
  • Experience and proficiency with Microsoft Word, Excel and Outlook.
  • Experience and proficiency with Google Sheets.
  • Passion for the outdoor industry and leading an outdoor lifestyle.
  • ACCT Level 2 certification is preferred.

 

Education:

  • High School Graduate
  • A four-year college degree is preferred

 

 

The above noted description is not intended to describe, in detail, the multitude of tasks that may be assigned, but rather to provide a general sense of the responsibilities and expectations of the position.  As the nature of business demands change, so too may the essential functions of the position.

The Nantahala Outdoor Center (NOC) is dedicated to the principles of equal employment opportunity in any and all terms, conditions or privileges of employment including hiring, promotions, termination, training and compensation. The NOC does not discriminate against applicants or employees on the basis of age, race, sex, color, religion, national origin, disability, veteran status, sexual orientation, gender identity or expression, genetic condition or any other status protected by federal, state or local law, where applicable. Furthermore, the NOC is committed to a work environment free of discrimination and harassment through respecting and valuing the diversity among employees and all those with whom the NOC does business.

 

 

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