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Job Title: Western Rivers Manager
Function: Responsible for overseeing and supporting ROW’s Snake River, Salmon River Canyons Family Magic™, and all other trips based out of ROW’s warehouse in Clarkston, Washington. This position works closely with the Western Rivers On-River Manager. The primary responsibilities of the Western Rivers Manager include; food shopping and packing, managing ROW’s retail store, managing laundry of guest sleeping bags and liners, transportation supervisor, communication with ROW office and Director of Operations. The position requires the orchestration of these processes and duties so that they flow safely, efficiently and with a minimum amount of stress on guides, drivers and other staff.
Description: This is a season full-time, salaried position based out of Clarkston, WA and runs from approximately Mid June – Early September. This position provides support to the Company President, Director of Operations, guides and team leaders. A six-day workweek would be the normal expectation with the opportunity for a full day off as well as another half day or so, depending on trip logistics and needs. Work hours are erratic, based on the flow of trip preparation and other logistical constraints.
Training Period: As there is much to be learned about the operation, ROW systems and procedures, as well as training on ROW menus and packing a training period will be required. During this period training will be provided by the Director of Operations, Western Rivers On-River Manager, ROW Office staff as well as by senior ROW guides. During this time it is expected that the Western Rivers Manager have an open attitude and a willingness to learn and receive feedback.
General Expectations of ROW Managers and Support Staff - ROW Managers serve as role models for guides in a number of ways, including the following: Demonstrating an attitude of safety; exhibiting a positive attitude and good work ethic; and being willing to resolve conflicts whether between themselves and other guides or managers, or between guides who are having difficulties. They are expected to comply with all ROW policies and to inform the Director of Operations if they disagree or will have trouble enforcing one, prior to the season. Conflicts with guides, managers and company owners shall be handled in a direct manner, with a focus on finding solutions and preventing future problems. ROW expects it managers to conduct themselves in a professional manner at all times that they are at a work site, whether they are working or not. They are asked to be aware of the image they project to others, including ROW guests and the general public. Managers must exhibit an ability to accept criticism and openness to feedback. Finally, managers embrace ROW's commitment to excellence and are willing to continually work toward improving their knowledge and skills both on and off the river.
Operations/Logistics and Trip Duties – (Not arranged by order of importance)
1. To operate the Western Rivers Operation in a manner consistent with all ROW operations, established protocol and procedures.
2. Work in coordination with the Director of Operations who is the direct supervisor.
3. Responsible for reading, following and implementing the Western Rivers Operations Manual and following all established procedures and protocols therein. Schedules and time frames for season preparation shall be adhered to.
4. Maintain and use a system to establish goals and work plans. Microsoft Outlook is provided at the outpost with a robust calendar and task management system. However, if the manager prefers to use another system (day planner, PDA) they can be approved by the Director of Operations.
5. Act as the official ROW liaison with suppliers of goods and services for this river. For example, Sysco, Laundry, Red Lion, etc.
6. Responsible for operating within budget, or lacking a budget, operating as economically and efficiently as possible.
7. Complete a Pre-Season and End of Season Inventory using the ROW Inventory Spreadsheet.
8. Assist in equipment transfers, shipping or receiving of retail items, etc, from other outposts or the office.
9. Responsible for facilitating pack-up and clean-up times and for overseeing the trip pack-up and clean-up process, including following established checklists and procedures.
10. Be responsible for the care and maintenance of all equipment used in this operation, including but not limited to fleece/splash gear, wetsuits, booties, PFD’s, rafts, coolers, rescue gear. Or responsible for the delegation of this responsibility
11. Communicate with the Director of Operations, concerning repair and maintenance of equipment.
12. Responsible for overseeing the washing of PFD's and helmets after every trip.
13. Responsible for the initial set up of the outpost and any gear transfer from other outposts.
14. Responsible for maintaining a good working relationship with the Red Lion where our guests stay before and after the trip.
15. Responsible for meeting with TL’s after each debrief to identify any issue that need to be followed up on or communicated to the Director of Operations.
16. Responsible for oversight of the ROW retail store including packing of pre and post-trip sales boxes, ensuring they are organized and presentable. This responsibility should be delegated to guides by the manager and the completion of this task should be checked by the manager
17. Responsible for completion of a pre and post season retail inventory. This responsibility can be delgated to guides
18. A weekly meeting between the Director of Operations, Western Rivers Manager, and the Western Rivers On-River Manager must be conducted weekly. Due to the nature of the summer this will be scheduled on a week to week basis and flexible to all schedules. The Western Rivers Managers must meet in person but they may be joined by the Director of Operations via phone.
19. Perform other duties as required or assigned by the Director of Operations to insure a smooth functioning river operation.
Food and Shopping Related Duties: (Not arranged by order of importance)
20. Buy, stock and manage bulk purchases to maximize savings on trip food. This includes purchases from Costco, Sysco, and United Natural Foods
21. Print Trip rosters and menus
22. Shop and pack trip food for each trip, following any special guest or guide dietary requirements.
23. Complete the shop and pack at the time identified by the TL or as identified in the manual.
24. Responsible for operating within a food /shopping budget, or lacking a budget, operating as economically and efficiently as possible.
25. Work with TL's and guides to make sure food shopping is meeting guest and guide needs and problem-solve as appropriate.
Supervision of other employees and Human Resource Duties:
26. Supervise guides, trip leaders, Jesters, Swampers, drivers, and other ROW staff while they are at the warehouse or working there.
27. Participate in any training opportunities provided by ROW.
28. Communicate with the Director of Operations concerning staff issues, including guide morale, problems, and exceptional performance that is observed in the warehouse.
29. In the event of employee conflict work with the Western Rivers On-River Manager or the Director of Operations to encourage employees to settle their issues.
30. Responsible for completing ROW's Employee Drug and Alcohol Manager Training, and the proper implementation of this policy throughout the season.
31. Responsible for the orientation and training of all Western Rivers guide staff as to rules and operations of the warehouse.
32. Provide support and technical assistance for guides and other staff as needed.
33. Does not have authority to grant vacation time to guides (more than a day) without checking in with Director of Operations as Western Rivers guides may be scheduled for other trips on other rivers ROW runs.
Office / Administrative and Communication Duties:
34. Notify Director of Operations or Company President in his/her absence, if planning on being off-premise for more than six hours. If taking one day (two outside of peak season) off, then 1) Clear this with Director of Operations; 2) Designate a back-up contact person and 3) Have a contingency plan for office to be able to contact this person. Days off will not be granted on put-in or take-out days.
35. Report on a weekly basis to the Director of Operations. A set time will be scheduled at the beginning of the season. If the meeting can not be made adequate notice is required.
36. Serve as the main liaison from the outpost with the ROW office and Director of Operations or Company President.
37. Communicate, distribute and post as needed, trip rosters, multi-day schedules, and special guest needs and requests, in a central location for guides to see.
38. See that all Incident/Accident reports are completed in a timely manner.
39. In the case of a Workers Compensation claim, the Director of Operations or in his/her absence the President is notified within 12 hours of the incident.
40. Inform the Director of Operations of all accidents and incidents that occur during the conduct of business at this river operation. This way follow up with guests can occur. All serious incidents that require a visit to a doctor or a medical center afterwards need to be reported the day of the incident. All other incidents need to be reported weekly during the weekly phone meeting.
41. Maintain and balance the local checking account. This includes weekly reconciliation paperwork and submitting receipts on a weekly basis.
42. Make sure all communication equipment (answering machine, fax, email) is in working order at all times. (Respond to all intra-company emails within six hours when not on river and at least one time per day otherwise.).
43. Responsible for attending a post-season manager’s meeting. This is usually held at the end of the season in a one on one fashion with the Director of Operations and often the President. If schedule allows this will occur at the end of the Western Rivers season.
44. Responsible for ensuring that guides complete the trip packet in a through and timely manner.
45. Responsible for mailing trip packets after retail money has been deposited in the bank. Trip packets must be mailed no later than 2 days after a trip take-out.
46. Alert the office to special arrangements made with guests, especially concerning problems, refunds, future discounts, etc.
47. Complete a written report on the Western Rivers River operation and submit it to the Director of Operations and President within one week of the end of the season. Include in this report: a discussion of overall trip quality, guide performance and problems, and any recommended changes in equipment, logistics, itinerary, staffing, policies or overall operations that may be needed.
Retail Management Related Duties:
48. Responsible for receiving and management of retail souvenir items, as well as shipping of items to other outposts if requested.
49. Responsible for overseeing that TL’s keep ROW retail items organized and inventoried.
50. Responsible for pre-season inventory.
51. Responsible for end of season inventory
52. Responsible for overseeing that TL’s stock, restock and take inventory of “mobile retail boxes” (that go to Cambridge for Snake River trips, the Red Lion for pre-trip sales on the Salmon River Canyons)
53. Deposit all cash and check retail payments received at the Clarkston warehouse. Each trips cash and checks must be deposited separately. Multiple trips can be done at the same time but separate receipts are required.
Facility Maintenance Duties:
54. Responsible for operating the outpost with the knowledge that it is an extension of ROW, and a business property that guests will visit and utilize. It will be maintained in a professional atmosphere at all times.
55. Develop and maintain a recycling program based on local possibilities. Delegation of this task to guides is expected
56. Responsible for maintaining a clean, organized and efficient workspace, including the warehouse, office, retail room, kitchen, outside areas, and upstairs. Delegation of these tasks is expected.
57. Responsible for the adherence of all rules regarding the Western Rivers Outpost.
58. Responsible for monitoring completion of all duty lists posted at the outpost.
Transportation Related Duties
59. Responsible for completing ROW's CDL Manager Training (taught during Manager meeting/training), including reasonable suspicion training, and the proper implementation of this policy throughout the season.
60. Responsible for the hiring and training of bus drivers.
61. Responsible for having drivers sign a “Driver Job Description and Agreement Form” prior to starting work, as well as complete all related employment paperwork, including all DOT drug testing forms. (W-2, I-9, etc.)
62. Supervise and schedule drivers at this location and oversee compliance with ROW policies, maintenance schedules and procedures.
63. Responsible for ensuring that updated mileage logs are kept for all vehicles at the Clarkston Outpost. Responsible for making sure that all logs are filled out properly each time a vehicle is driven. Responsible for submitting the completed logs at the end of the season to the Director of Operations.
64. Assume primary responsibilities for vehicle maintenance and repair, for vehicles assigned to this river operation.
65. Coordinate with the Director of Operations concerning maintenance and repair
66. Orient new drivers to duties of their position, including beginning and ending times, required daily maintenance checks, cleaning of buses, role at put-ins and expected put-in and take out locations. Orientations need to happen before the first day as a driver. It is important that the manager spend at least an hour with the new driver going over expectations, including ROW’s Mission, Vision, and Values. The manager should focus on guest relations, wearing ROW apparel, and how schedules are communicated. A returning driver can conduct the remainder of the orientation teaching the new driver the specifics of ROW vehicles and how the shuttles should be driven, where to stop, etc.
67. Responsible for monitoring driver performance and give both positive and negative feedback as appropriate. Conduct an end of season performance evaluation with each driver.
68. Responsible for making sure all company vehicles are kept clean. Bus’s are to be washed after each trip at least once a week, this is a combined duty of drivers and guides. Windows must also be kept clean and if necessary washed every morning to remove fingerprints; this includes the windows in the guest seats. Floors will be swept daily and the trash removed.
69. Respond to emergency calls from ROW vehicles that have broken down in transit and need assistance or replacement vehicles for equipment or guests. Problem-solve with the guides or the driver until a viable solution is reached, including delivering another vehicle to the breakdown site.
70. During the designated work shift, be available by phone when buses (trips) are on the road so that in the event of an emergency, logistical support can be provided to guides and drivers.
71. Identify needs in terms of vehicles, trailers and drivers and communicate these to the Director of Operations.
Desired Skills
Previous experience in the river trip outfitting business
Excellent organizational skills
Creative problem-solving skills
Strong communication skills
Personnel management experience
Strong team skills
Computer literacy with email, word processing, and menu-driven programs
Excellent driving record
Experience driving a heavy crew cab pick-up or equivalent
Experience driving a vehicle with a trailer
CDL (Commercial Drivers License) with air brake and passenger endorsement
General mechanical knowledge
Logistics and Operations experience
Retail Inventory experience
Physical Requirements- Able to lift up to 70 lbs.
Supervisor: Director of Operations
Compensation: weekly salary based on a six-day workweek DOQ. As the summer is seasonal by nature it is expected that the manager will have more time off in June and late August which is meant to make up for busy weeks in July where they may have to work 7 days a week at times. Salary begins when the applicant arrives at the warehouse to start work. Partial weeks will be paid on a pro-rated basis.
Benefits:
401 K Plan – After 2 years of work
FSA Plan - Refer to guide manual for details
Free and discounted trips for friends and Family –
Pro-Deals
2 Free T-shirts and 1 hat every year
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