30+ days ago


Charlemont, MA


Job Summary

This is an outdoor customer service position with an athletic element. Entry level guides require no prior experience. Guides are responsible for their assigned guests and expected to maintain the highest standards for customer service, promote and maintain Zoar Outdoors' position as a leader in the outdoor industry, and promote a culture of safety.

Duties & Expectations

  • Guides must be at least 18 years of age prior to the first day of work.

  • Eligible for work in the United States without our sponsorship.

  • CPR/FA certification (we will be hosting a course during training).

  • Capable of bending and twisting at the knees and waist, carry 50 lbs gear over uneven ground.

  • Complete annual reviews, critically evaluating your areas of strength and opportunities for growth.

  • Comply with all company policies and procedures listed in the employee manual, program manual, and preseason paperwork.

  • Invite feedback as a vehicle to self awareness and growth.

  • Be a positive contributor to our company's culture and team atmosphere.

  • Ability to keep a smile while working effectively in all weather conditions.

  • A flexible "can do" attitude.

  • Exercise sound judgment and professional behavior.

  • Be playful, professional, and charismatic with a diverse group of guests.

  • Punctuality and ready to work when you arrive.

  • Deliver outstanding customer service.

  • Seeing your work through to completion.

  • Embrace our Core Values.

  • Able to assist in lifting guests back onto the platform during rescues which involves reaching, twisting and lifting while in an extended position.

  • Be comfortable at height and open spaces hanging above the ground.

  • Able to wear a harness and 20 lbs of gear for extended periods of time up to 9 hours.

  • Be able to self rescue on all ziplines.

  • Able to use hands and wrists with repetitive motions.

  • Able to stand for long periods of time and walk on uneven ground in the woods.

  • Operate a two way radio, talk clearly and be able to hear and understand transmissions in all weather conditions.

  • Guides need to be able to drive a Polaris ranger and follow ranger rules of the road.

  • Attending mandatory monthly skills meetings.

Lead Guide Responsibilities

  • Successful completion of Canopy Tour Rescue and Advanced Skills training.

  • In the event of an injury, the lead guide shall immediately take action and implement the Incident Response Plan.

  • Explain to participants what their responsibilities are and what is expected of them while on the course.

  • Constantly view and inspect the course components as they zip, including the day's weather to determine the appropriateness of running a tour.

  • Implement the ground school spiel.

  • Orchestrate evacuations, including lightning evacuations.

  • Determine the guests' fitness and ability to participate and appropriateness to take part in and/or complete the tour. Including weighing guests. Respectfully ask guests, who do not have the fitness and/or ability, off the tour.

  • Lead guides manage the timing and pace of trip.

  • When the last trip of the day returns to base the lead guide needs to make radio contact with the course closer, if they fail to make radio contact with the closing guide they need to find them on the course to ensure they are safe. The lead guide of the last trip must wait for the closer to return from securing the course before they leave for the day.

  • In addition to the qualities outlined above and in the general guidelines below, lead guides have the ability to orchestrate aerial rescues, and perform self rescues on all ziplines.