EXPERIENCED T4 LEAD INSTRUCTOR / ASSISTANT GENERAL MANAGER Do you have experience as a qualified IBA (Indoor Body Flight Association) Lead Instructor and outstanding managerial experience leading operational teams? We're looking for an exceptional experienced person to join our team in NZ's home of adventure - Queenstown. You will need to have a great personality, high expectations of customer service standards and experience leading a team of instructors and service teams within an indoor skydiving business. iFLY Queenstown is New Zealand's first and only indoor skydiving attraction and Queenstown's most exhilarating adventure experience! Our customers experience the rush of freefall inside a state-of-the-art vertical wind tunnel – it's 100% pure human flight, no strings attached! We're looking for a new tunnel instructor - could this be you? The role of Assistant General Manager and Qualified IBA T4 trainer is no ordinary tourism job - these positions are highly coveted and require a unique set of skills that can take you places you never even knew existed! Our staff have undergone an intensive IBA training program which sets them on the path to continually advance their flying, coaching & leadership skills. So…what do you need to apply for this role? You must have a current IBA T4 Instructor rating and experience working as an Assistant Manager. You must have proven experience of leading operations & leading performing teams. You'll ensure a smooth customer journey from sales, reservations and check in procedures to conducting training classes and keeping customers safe during their skydive experience. You must have in-depth and practical experience of the skills and safety requirements as a fully qualified IBA Flight Trainer. Your natural empathy and passion, combined with great communication skills and focus on excellent customer service, will ensure all our customers have a safe and enjoyable iFLY experience that leaves them wanting more. As Assistant General Manager you must have experience leadership skills and be able to support and lead your team through adversity, trouble-shooting problems, managing operations, a stickler for safety and efficiency and continually strive to deliver revenue performance for the business. DAY TO DAY RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO: Assistant General Manager & Lead Instructor IBA T4 • Training and supervising staff • Ensuring day-to-day operations run smoothly • Liaising between Front of House CSRs, Wind Tunnel Operations, Customers and Service agents to identify, improve arising issues • Assist GM with bookkeeping, reconciling accounts & payroll • Reporting Daily Sales • Drive team performance and revenue targets. • Assist GM with business development, revenue targets and performance • Cost analysis and control of overheads • Manage teams efficiently and manage employee HR issues • Ensuring facilities are properly maintained and conform safety standards • Developing and reviewing procedures • Trouble shooting issues and customer complaints • Strong interpersonal skills to defuse situations and find the best outcome for the business • Strong communication and negotiation ability to influence teams for positive business outcomes. • Stocking merchandise • Inventory control • Continually improving and adjusting operational processes and system • Sales and Marketing, groups, conference and incentive, events organization • Above average technical abilities of operational systems and processes, technical and IT knowledge. • Customer service, bookings and reservations • Meeting and greeting customers • Marketing and sales • Training and teaching classes • Gearing up and de-gearing customers • Flying customers in the wind-tunnel while ensuring their safety • Coaching novice and advanced flyers • Continuous safety and skills training and best practice • Tunnel Operation and Controlling of wind-speed • Create and secure media packages for customers • Checking in guests, making reservations and servicing customer enquires QUALIFICATIONS/EXPERIENCE: • Must have IBA (International Body Flight Association) Trainer level 4 qualification. • Minimum of 2 years of experience working with the public as a manager - ideally in adventure tourism. • Good listening and coaching skills • Able to handle conflicts well, negotiate, defuse customer complaints and problem solve • Efficiency and organizational skills • Experience in managing operations and logistics • Ability to maintain calm under pressure • Friendly, upbeat, compassionate, person able to speak confidently and sell to complete strangers • Able to interact well with all demographics including children, parents, grandparents, different cultures and a range of abilities. • Strong sales focus • Stamina and strength (high level of strength and cardio conditioning) • Able to organize and control the day-to-day operations and improving procedures • Demonstrated commitment and dedication • Detail-orientated self-starter, able to use your own initiative as well as organize and prioritize • Tact, discretion, and good judgment are required to maintain positive relationships with co-workers and customers. • Excellent computer & administrative skills • Must be available to work weekends, public holidays, school holidays and peak tourism seasons on a rotating changeable roster. You must already have an IBA T4 instructor rating and minimum 2 years of experience in Tourism as a Assistant GM. Please apply by uploading your resume and covering letter explaining why you're the perfect fit for iFLY Queenstown.
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