Adventure Incident Manager – Natural Habitat Adventures

Full-time
Natural Habitat Adventures
World's first 100% carbon-neutral travel company and World Wildlife Fund's conservation travel partner.

Job Title: Adventure Incident Manager
Reports To:  Director of Guest Experience
Department:  Guest Services

JOB SUMMARY
We are looking for an individual to join our Guest Services team and to oversee/monitor all operational action plans for our guests whose trip experience is interrupted. This individual will then distribute them to small teams that are on-site teams to execute. In an immediate application, this individual will consistently uphold a culture of care around our guests who are in the unfortunate position of having their trips impacted by Covid or other reasons. Keeping that in mind, this person should have qualities of leadership, compassion, customer services (particularly on the telephone) and organization.

This is a full-time office position based in Boulder, CO, or, possibly, remote. As this is a position based on reacting to incidents that can occur at any time of the day, work hours may be anytime, so candidate must be available during the weekdays, in the evenings and on weekends. At Natural Habitat Adventures, we relish our casual, dog-friendly work environment. We continually strive to improve while operating with a strong commitment to our Core Ideologies, which include cultivating a fun work environment, maintaining our focus on sustainability, and displaying great respect for our coworkers. Of paramount importance is our goal to provide a remarkable guest experience from beginning to end.

ESSENTIAL DUTIES
To be successful, the candidate must be able to perform the following responsibilities with exceptional ability. Additional duties may be added or assigned at any time.

  • Own communication lifecycle for all guests who test positive for COVID in the field from the time of positive test to the moment they return home
  • Communicate with COVID-positive guests in a compassionate and caring manner, always keeping in mind our Core Ideology of providing a “remarkable guest experience.”
  • Communicate with COVID-positive guests regarding the rules and regulations, insurance, process, etc. as well as calls displaying sympathy and care
  • Gather information from guests and delegate to a small team for personalized communication
  • Direct necessary operations/reservations staff with tasks associated with logistics for guest transport/accommodation, care, insurance follow-up and claims
  • Utilize MS Office programs and Nat Hab’s proprietary CRM to ensure all parties are up to date
  • Update involved parties with guest status and close loop when final communication occurs
  • Gives basic insurance information as needed, and hands off communication to insurance specialist for guests who have purchased their policy through Nat Hab
  • Engage in risk management and conflict resolution strategies as they relate to the COVID-19 pandemic (and other issues if they arise)
  • Work outside of business hours as needed
  • Lead Nat Hab’s COVID Task Force as representative connected to the field
  • Other duties as assigned

GENERAL QUALIFICATIONS

Education/Experience
The ideal candidate will be a leader with excellent communication skills and superior organizational skills. They will be service-oriented, adaptable, empathetic, able to multitask, able to learn quickly, patient and able to work both individually and as part of a cohesive team. Proficiency with MS Office (especially Teams, Outlook and Excel) preferred. We are looking for a driven, passionate and fun person to join our Boulder, Colorado-based team. Guest service experience to high-net-worth guests and within the travel industry is not a requirement, but a plus.

Communication Skills
Using the English language, this person must possess the ability to effectively communicate — both in writing and orally — with a professional demeanor.

Other Skills/Abilities

  • Highly organized and detail-oriented
  • Proficient in task management and delegation
  • Works well under pressure
  • Excellent written and verbal communication skills
  • Proficient in psychological first aid
  • Working experience with guests during the COVID pandemic preferred
  • Proven track record of resolving incidents in a professional setting
  • Interpersonal skills that enable working cooperatively with all types of people: staff, guides, clients, and vendors
  • Strong working knowledge of MS Word, Excel, Outlook.  Database experience is a plus

PHYSICAL DEMANDS
The employee is required to use a computer and phone for the majority of their tasks.

COMPENSATION AND BENEFITS
Compensation commensurate with experience: Base salary range of $60,000-$75,000 USD, plus annual bonus.

This position comes with Paid Time Off and paid holidays. Benefits include site inspection on Natural Habitat Adventures trips (site inspections are considered “work” trips, please see Nat Hab Handbook) and pro deals on outdoor clothing. Eligibility for medical insurance, participation in 401(k) with company match and parental leave after a predetermined period of time.

ABOUT NATURAL HABITAT ADVENTURES
As the official travel partner of World Wildlife Fund, Natural Habitat Adventures (Nat Hab) is the world leader in responsible nature travel. Since 1985, our small-group nature expeditions have showcased legendary wildlife realms, from Churchill, Canada to witness wild polar bears, to the Galapagos Islands with their array of amiable creatures, to the vast plains of the Serengeti, home to Africa’s great wildebeest migration, and much more. Nat Hab’s expert naturalist guides interpret these destinations and experiences for our guests in a highly personalized manner. And, as the world’s first 100-percent carbon-neutral travel company, we aim to provide life-enhancing travel experiences for our guests with a focus on conservation education.

DIVERSITY AND INCLUSION STATEMENT
Natural Habitat Adventures is a growing company that welcomes applicants from diverse backgrounds. We seek to maintain a welcoming, inclusive and high-performing culture in our office and in the field. Even if you don’t have experience in the travel sector, we invite you to show us how you can help Nat Hab become an even stronger company.

DISCLAIMER STATEMENT
This job description is intended only to describe the general nature and level of work being performed by an incumbent in this position. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills or abilities required of persons so classified or assigned.

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