Shift Lead Jobs

Job title: Shift Lead: Hot tub boat operations and guest experience - full-time, year-round

Do you love staying busy? Do you enjoy being interrupted in the middle of a task to perform another, more urgent task? Do you thrive in ambiguity? Is maintaining a safe, but enjoyable work environment for you and the team your jam? Are you a natural-born (or learned) leader? Then this job is for you!

This is a supervisory role, with two jobs bundled into one. This position requires intimate knowledge of hot tub boat operations and guest experience PLUS a willingness to learn and oversee a set of more office and team management focused duties that greatly contribute to the success of our company.

Primary Duties Include

Provide above and beyond, excellent customer service at all times

• Conducting refresher training for all-staff, as needed
• Respond to Google reviews
• Send out review requests
• Facilitate the acquisition of tools, equipment, materials required for continued day to day operations of LUHT Boats.
• Collaborate with the Crew Lead to make sure everyone knows what is expected of them, asks people to complete tasks when they have downtime, and ensures that all regular daily tasks are being completed by respective Crew Members
• Training NEW crew members and new shift leads
• Manage the electronic waiver system to ensure waivers have been sent out to customers prior to their trip date
• Provide improvements to operational activities, boat improvements. Enhance our service provision.
• Manage our waitlist and email lists to notify customers of new bookings
• Providing more hands-on training and supervision to new staff and other staff as needed
• Confer with the Maintenance Lead regarding operations of the boats and facilities.
• Respond to inquiries received on the office phone as well as via email
• Respond to any customer complaints or incidences that occur during hot tub boat operations - including, but not limited to, providing refunds, offering medical assistance, calling in the professionals, and completing the necessary documentation (e.g., incident report)
• Confer with Crew Lead regarding training, scheduling, and other staffing needs.

Provide above and beyond, excellent supervision of the team and hot tub boat operations

• For newer staff, provide coaching to ensure they feel comfortable and confident with all of the Crew Member duties - this includes providing back-up support to all new staff for the first 3-4 weeks of their employment (note: we are still fine-tuning this approach!)
• Be aware of “pinch points” in the schedule and be available to provide an extra hand to staff who are scheduled to cover that shift - this includes customer management (e.g., greeting them, getting them to the restroom, etc.) and boat management (e.g., cleaning, filling, heating, etc.)

Provide towing and basic boat maintenance repairs

• Assist in replacing broken motors as needed.
• Respond to on-the-water customer emergencies - provide over-the-phone assistance to determine whether a tow is needed
• Provide towing assistance to customers who are unable to return to the dock on their own

Ensure a safe environment - for guests and staff - at all times

• Identify recurring safety issues, trouble-shoot problems, and work with staff to identify and communicate solutions, as well as retraining if necessary
• Be aware and vigilant of any safety issues involving guests - entering/exiting the boat, intoxication, driving accidents - and complete necessary documentation (e.g., shift log or incident report)

Secondary duties include (note: these become primary duties if you are scheduled to cover a Crew Member shift):

• Providing excellent customer service, including welcoming guests, delivering safety speeches and teaching guests how to operate the hot tub boats
• Restocking supplies and materials for hot tub boat operations, including fire wood, propane, water, and fresh towels
• Cleaning and preparing hot tub boats, changing room, and other materials for rental use
• Other duties as assigned!

Required Education/training

• High school diploma or equivalent
• Washington state boater ID card

Required Qualifications

• Self-starter who can work independently as well as collaboratively
• Can work safely and confidently handling propane
• Comfortable with uncertainty
• Curious about learning new things
• Comfortable interacting with guests
• Previous experience using boats or other watercraft
• Patience with co-workers and most importantly guests
• Knows how to use iphone and can use and navigate various kinds of applications, including scheduling and waiver apps (training on our specific apps will be provided)
• Must love the water and working outside in all types of weather
• Able to clearly communicate with a range of people/learning styles

Preferred Qualifications

• Previous experience in a customer service industry
• Previous experience with boat maintenance a plus

Physical Requirements

• Must be able to lift 75+ pounds
• Must be able to work outside in any weather condition
• Must be able to stand for extended periods of time

Other

• Must be able to work weekends, holidays and/or evenings

Compensation & Benefits

• Starting hourly wage of $25