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Adventure Sports Patroller

Reports to: Head of Adventure Sports
Location: Cairngorm Mountain

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Role Overview

Purpose of job

This is an exciting opportunity to join our Adventure Sports Team to support our outdoor activities including tubing slides, mountain biking trails and our new carting coming soon.

The Patroller will ensure the customer experience is delivered to the highest standards, to ensure the provision of hospitality and customer care to Cairngorm Mountain’s (CMSL) customers. Providing support and assistance to Adventure Sports users at CMSL.

The Patroller is accountable to the Head of Adventure Sports. The role is also accountable for ensuring that all aspects of customer care is operating to the highest standards.  Actively checking on the safety of Adventure Sports users within the defined area.  Assisting in the treating and, if needed, the evacuation of injured persons.  

Roles and Responsibilities

In discharging theses accountabilities, the Patroller is responsible for:  

Medical

  • To work with colleagues to be constantly vigilant to, and respond to any injured persons as required
  • To assist in ensuring medical equipment is maintained, serviced and logged in accordance with the manufacturers guidelines
  • To ensure proficient hygiene practice to minimise potential infections
  • To record data on any incidents and casualties, in line with health and safety and other company procedures

Communication

  • To provide a high level of customer service to all guests
  • To communicate and interface with all guests in a polite professional manner
  • To listen carefully to, and to follow all instructions given
  • To work with external agencies (doctors, ambulance crews etc.) efficiently and courteously
  • To alert a more senior member of the team of any incidents, problems or issues
  • To asses and maintain the quality of the trails
  • To conduct several daily checks on the trails
  • To seek out information and be mindful of conditions within the adventure sports area such as:
    • Current and forecasted weather
    • Current status of conveyers and terrain of track
  • To work with other teams members to evacuate the mountain in a timely and efficient manner when needed
  • To ensure effective policing of trails to guarantee guest and staff safety in accordance with the codes of conduct
  • To politely deal with any conflict, abusive behaviour or repeated infringements of policy

General

  • To ensure that the department operates to the highest standards of customer care
  • To understand and follow the Visitor Management Plan (VMP), and being able to explain VMP to our guests
  • To be aware of all Adventure Sports Risk Assessments and Standard Operating Procedures
  • Observe all Health & Safety requirements. Ensuring compliance with Health and Safety procedures, risk assessments and company policies
  • To identify personal development needs in line with personal and organisational objectives
  • To undertake any other reasonable duties as may, from time to time, be required in Adventure Sports

Team Skills

  • Be polite and attentive to all our guests and colleagues
  • Attend annual Performance and Development (PAD) Reviews with your line manager
  • Dependability and accountability
  • Show initiative and motivation

Person Specification

Experience

The role would suit someone who has had experience in a visitor attraction including Mountain Biking.

Demonstrate good people skills, both customer facing and within your team.

The role will require a degree of flexible working to meet the business needs, 7 day operation and events outwith normal operating hours.

  • Experienced mountain biker
  • Exposure to mountain terrain
  • Advanced and emergency first aid
  • Quad driving experience
  • Experience in a customer focused environment
  • Experience in dealing with and treating casualties in an outside sport scenario
  • Current first aid qualification

Personal Attributes/Behaviours

  • Passionate about adventure sports
  • High level of fitness
  • Ability to cope with and work in hostile and changeable conditions
  • A motivated individual who is not fazed by an ever-changing environment
  • Committed
  • Flexible with a ‘Can do’ approach
  • Adaptable and flexible
  • Team player
  • Caring approach

Skills

  • Excellent Customer Service skills
  • Excellent communication skills, both written and verbal
  • Ability to give clear direction to all levels from Director to site level
  • Ability to work alone as well as part of a wider team and under pressure
  • Excellent attention to detail
  • Problem solver 

Personal Attributes/Behaviours

  • Passionate about adventure sports
  • High level of fitness
  • Ability to cope with and work in hostile and changeable conditions
  • A motivated individual who is not fazed by an ever-changing environment
  • Committed
  • Flexible with a ‘Can do’ approach
  • Adaptable and flexible
  • Team player
  • Caring approach

Company Background and Culture / Location Overview

Cairngorm Mountain, managed by Cairngorm Mountain (Scotland) Ltd is a popular snowsports destination in Scotland, located within the Cairngorms National Park, and has been offering snowsports for over 50 years. In winter, the resort is a commercial ski operation.  In Summer, the Resort serves as a tourist destination. The surrounding area attracts over 1.8 million annual visitors predominantly in Summer with the Resort itself attracting circa 200,000 annual visitors.

Cairngorm Mountain Resort covers 1,418 hectares and can attract over 120,000 skiing and snowboarding visitors in the busy winter period. The Resort is an internationally renowned area of scientific interest. Cairngorm Mountain and surrounding areas contain unique natural habitats and wildlife protected by EU legislation.

In the summer, the Resort transforms as the snow melts and becomes a hub of activity, from guided walks to the mountain summit, to generic visitors and a family market looking for activities to undertake.

 

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