The Aquatics Guide has a dynamic outgoing demeanor with a passion for delivering industry leading customer service while demonstrating exemplary skills. This position demonstrates a high level of integrity in all assigned tasks. The role engages with guests and guides shore and water activities such as Flightline, wave jet, kayaks, and other excursions as required by the management. The Aquatics Guide responds to any type of emergency and performs lifesaving procedures.
All duties and responsibilities are performed following Royal Caribbean International’s Brand Standards, the Royal Way philosophy,Company policies and SOPs,Public Health, Safety, Security, and Environmental Guidelines. This Job Description in no way states or implies that these are the only duties performed by the destination team member occupying this position. All Team Members may be required to perform any other job-related duties assigned by their supervisor or management. The nature of this job requires daily interactions with internal and external stakeholders.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Delivers clear instructions for tours and activities to guests including but not limited to, rules, restrictions, routes, safety information, weather concerns, communication procedures, and emergency protocol.
• Helps guests with correct type and size of equipment for each attraction and activity.
• Guides Flightline, kayak, wave jet tours, etc. in a safe and responsible way. Assists in parasail operation when required.
• Interacts with guests, identifies, and shows guests interesting features in the environment, and monitors safety.
• Demonstrates control of large groups of guests of different ages and abilities. Leads a safety-first culture.
• Conducts clear and concise briefings and instructions. Uses clear, concise, and professional communication with everyone in person, over the radio, and in written format. Maintains communication equipment in good order.
• Displays advanced time management skills, arrives on time to work, and from breaks, and follows tours’ schedule.
• Demonstrates effective teamwork and excellent customer service.
• Actively seeks solutions for operational and guest situations, seeks further assistance if needed.
• Acknowledges signals of distress, maintains a calm demeanor, and responds actively to an emergency as required.
• Communicates with the management if any structural and operational issues arise.
• Communicates clearly and concisely to guests, Team Members, and Management in both verbal and written format.
• Conducts safety checks and general maintenance on equipment including but not limited to kayaks, paddle boards, wave jets, boats, rescue equipment, EZ dock, Flightline equipment (i.e., harnesses, safety straps, carabiners, trolleys, lanyards, ropes, braking system, pulleys). Removes, replaces, and reports any malfunctions.
• Writes reports and accurately completes maintenance logs as required.
• Reports, documents, and follows up with any accidents, injuries, or incidents.
• Participates in trainings and meetings with management as required.
• Trains new team members on tours, activities, and guiding procedures.
• Maintains knowledge of all destination tours and activities to manage customer inquiries.
• Sells and upsells tours, activities, and revenue generating products.
• Follows opening and closing procedures of the areas as per schedule or as instructed by the management.
• Maintains positive attitude, adapts to change, seeks solutions to challenges, and asks for assistance when required.
• Adheres to the Company confidentiality agreement regarding any confidential information.
• Acknowledges and greets guests, visitors, and team members with a warm, friendly greeting.
• Ensures personal appearance, personal hygiene, and uniform appearance are always in accordance with Company Policy. Maintains a safe and sanitary environment for guests and fellow team members.
FINANCIAL RESPONSIBILITIES:
• Takes care of and ensures all operational equipment is in good condition. Ensures used equipment and tools are cleaned and properly stored at the end of the day or after completing a task.
• Manages rescue equipment, retail, equipment inventory par level and provides feedback to management. Maintains expert knowledge on how and when to use it.