Our Next Hiring Fair will be in the Fall of 2019

Guides

Successful and Effective Pelican Peak Zipline Guides will have a personal commitment to physical fitness, professionalism, exceptional customer service and safety.

Function:

Under the supervision of the Pelican Peak General Manager, in accordance with the mission and vision of the company, provides a safe, informative zipline tour experience for guests. The main function, in addition to ensuring each guest tour is safe, is to create an unforgettable experience that each zipline customer will remember and talk about for years.

Zipline Guides must use communication skills to engage and react with each guest and ensure an exceptional time is experienced by everyone.

Overview of Essential Duties and Responsibilities:

This position is responsible for ensuring the safety and exceptional experience for all zipline guests. Responsibilities include assisting guests in proper harness fitting, demonstrating

proper zipline techniques, operating the zipline activity, breaking guest’s speed upon incoming approach, performing retrievals and rescues, inspecting equipment, and educating guests about St Maarten history.

The Zipline Guide is responsible for, but not limited to, the following:

Essential Duties:

• Daily opening and closing procedures of zipline experience
• Supervising the progress and experience of each assigned tour group
• Fitting harness correctly and supervising the use of all safety equipment
• Conducting pre-tour safety orientation for each tour group
• Using customer engagement skills to ensure a memorable experience for each guest
• Assuring the safety and wellbeing of guests throughout each tour
• Performing course rescues
• Educating guests about the history of St Maarten as well as geology, flora, and fauna
• Conducting complete inspections of all tour components and gear
• Assisting with course maintenance efforts
• Attending required meetings and trainings

Pre-flight Duties:

• Follow all operational requirements and document findings when outlined
• Inspecting all lines for safety
• Inspecting each platform for safety, cleanliness, and supplies (water, first aid, etc.)
• Inspecting harnesses, pulleys, carabineers, for integrity and cleanliness
• Assisting with weigh-in, waivers, and harness distribution

Tour Duties:

• Meeting and establishing a rapport with each guest
• Reviewing safety issues, answer questions
• Demonstrating how to carry gear and wear safety harness
• Demonstrating proper zipline techniques
• Continuing to build relationship with guests throughout the tour by using communication skills to listen, engage, and converse. Building excitement about the forthcoming experience
• Introducing guests to historic displays and features/answers questions/discuss displays
• Attaching guests to the cable and perform essential safety check every time before anyone zips
• Assisting with the landing of each participant, insuring their safety on every approach
• Responsible for all gear safety and maintenance, including but not limited to washing, cleaning, sanitizing, and preparing the equipment

Qualification Requirements:

Must pass and complete required site-specific safety training course according to ACCT standards offered by the Pelican Peak. To perform this job satisfactorily, an individual must be able to perform each essential duty satisfactorily. Potential guides must be able to work at heights comfortably.

Guides must:

• Be able to communicate effectively with both adults and children in both group and individual settings
• Be able to handle stressful situations calmly and effectively
• Be able to handle multiple tasks and be creative and motivated
• Have a great attention to detail to ensure safety and overall positive guest experience
• Have excellent interpersonal, verbal, and written communication skills

Experience and Education:

High school diploma or general education degree. Candidates must be 18 years old or older. Prior experience with outdoor recreation, athletics, educational roles, high ropes instructor experience, or zipline experience is a plus

Language Skills:

Ability to read, analyze, and interpret general business instructions, technical procedures, or government regulations, write reports, business correspondence, and procedure manuals in English

Ability to effectively respond to questions from managers and guests.

Physical Demands:

Candidates must:

• Have the physical capability to assist and accommodate guests of various sizes throughout the tour including rescues
• Be able to hike, climb, and rappel to and from high altitudes
• Possess full range of overhead arm motions
• Have full hand dexterity
• Have strong upper body to pull self and the potential addition of 270 pounds more along each cable’s incline
• Be able to walk and stand for long periods of time

Work Environment:

Each zipline guide is required to work in a fast-paced, professional, and team oriented work environment. The majority of work is conducted outdoors in all climates.

Alcohol and Drug Testing:

Employees may not arrive on duty under the influence of alcohol or drugs (prescription or otherwise). Because this position is a safety sensitive position, employees will be subject to random alcohol and drug testing similar to federally mandated random drug testing for boat operators and tour bus drivers.

DISCLAIMER:

This job description in no way states or implies that these are the only duties performed by the employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.

TO APPLY EMAIL INFO@PELICANPEAKSXM.COM

Customer Service Representative

The target is to ensure excellent service standards and maintain high customer satisfaction.
The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Requires a high school diploma or equivalent and 3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices and procedures within the tourism and ticket sales field. Rely on instructions and pre-established guidelines to perform the functions of the job.

A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency.

The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Job functions:

• Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Provide accurate, valid and complete information by using the right methods/tools
• Go the extra mile to engage customers
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Contribute to team effort by accomplishing related results as needed
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Meet personal/team targets
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Follow communication procedures, guidelines and policies
• Greet customers warmly
• Assist with placement of orders, refunds, or exchanges
• Advise on company information
• Take payment information and other pertinent information
• Place or cancel orders
• Act as the company gatekeeper
• Attempt to persuade customer to reconsider cancellation
• Sell products and services
• Work with customer service manager to ensure proper customer service is being delivered

Requirements:

• Proven customer support experience
• Track record of over-achieving
• Strong phone contact handling skills and active listening
• Familiar with zippiness and tourism ticketing systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively
• High school diploma or equivalent; college degree preferred
• 
Customer service representative top skills & proficiencies:
• Customer Service
• Product Knowledge
• Quality Focus
• Market Knowledge
• Documentation Skills
• Listening Skills
• Phone Skills
• Resolving Conflict
• Multitask
• Patience
• Negotiation
• Positive Attitude
• Attention to Detail
• People Oriented
• Problem Solving
• Organizational Skills
• Adaptability
• Ability to Work Under Pressure
• Computer Skills

TO APPLY EMAIL INFO@PELICANPEAKSXM.COM

Driver

It is the responsibility of a the Pelican Peak shuttle driver to see to the fact that every passenger is safe during the tour and all the traffic rules and regulations are followed.

• The shuttle driver responsibility is to know the exact route of the tour which the bus is supposed to take.
• The shuttle driver is responsible for picking up and dropping off passengers
• The shuttle driver is responsible for keeping the bus clean from inside and outside
• The shuttle driver is also responsible for the maintenance and repair of the bus which must be done on a regular basis so that the bus can operate long hours without any hindrance or difficulty. This also includes a detailed inspection at the start of every shift and documentation of all systems
• It is the responsibility of the shuttle driver driver to see whether or not all passengers are comfortable and are provided with the first aid kit in the time of need
• The shuttle driver will be in constant communication with dispatch and the guides to ensure a smooth tour operations

TO APPLY EMAIL INFO@PELICANPEAKSXM.COM