Wildlife, Biology, Conservation jobs

Employment type: Seasonal

Reports to: Head Guide

Position description

Our seasonal guides play a key role in delivering exceptional customer experiences by providing safe, professional, and memorable experiences for all our customers. As a key member of the operational team, guides are responsible for ensuring customers are welcomed, informed, and safe while participating in our tours.

The role requires a focused and proactive approach with a strong safety orientation, exceptional attention to detail, and the ability to communicate effectively with customers and colleagues. Guides must be professional, adaptable, physically capable, and comfortable working outdoors in changing weather and sea conditions while maintaining a consistently high standard of customer service during long days through the busy summer season.

We have three positions this season:

You can apply for one or all of these periods. We can only consider applicants who are visa ready and fully available for the entirety of one of these fixed terms.

Key responsibilities:

• Focus on supporting our customers and colleagues in a way that reflects Encounter Kaikoura's values.

• Deliver exceptional, professional, and consistent customer service throughout the customer journey, ensuring all guests feel welcomed, safe, and well supported.

• Prioritise keeping ourselves and those around us safe by speaking up and reporting hazards, near misses and incidents so we can continuously learn and improve.

• Conduct customer safety briefings and provide clear instructions, ensuring customers understand safety procedures and expectations before and during tours.

• Provide engaging and informative tour commentary including wildlife and local environment-based talks, creating a memorable and educational experience for customers.

• Assist with the safe loading, unloading, and management of swimmers and watchers on vessels and in the water, ensuring procedures are strictly followed and customer safety is always prioritised.

• Complete pre-departure checks, gear preparation, equipment checks and end-of-day procedures to ensure operational readiness and safety compliance.

• Participate in regular land-based days, cleaning and maintaining gear and equipment, preparing guests, and completing other operational tasks to ensure tours run safely and efficiently.

• Monitor customer wellbeing, responding appropriately to customer needs, concerns, or challenging situations and administering first aid where required.

• Communicate effectively with Skippers, Guides, Customer Service team, and other operational teams regarding customer requirements, operational changes, weather and sea conditions, and any safety considerations.

• Complete self-directed learning requirements, including developing knowledge of safety procedures, memorising wildlife information, tour commentary, and operational processes outside of rostered work hours.

• Support Encounter Kaikoura's commitment to environmental sustainability by following responsible workplace practices including conserving energy and water, minimising waste, recycling appropriately and contributing ideas to improve our environmental footprint.

Desired skills and experience:

• Previous experience in a customer-facing tourism, hospitality, outdoor recreation, or marine environment with a genuine enthusiasm for delivering exceptional customer experiences.

• A passion for the marine environment and ability to maintain high energy and customer care levels throughout long, busy and physically demanding shifts.

• Strong communication skills with the ability to confidently and clearly interact with customers and colleagues.

• A strong safety mindset with the ability to follow procedures, remain alert, and make sensible decisions under pressure.

• Comfortable working outdoors in all weather conditions, including extended periods on the water and exposure to changing sea conditions.

• Physically capable of meeting the requirements of the role, including heavy lifting, assisting swimmers back onto vessels, prolonged standing, and working on moving vessels.

• Strong ability to learn and retain detailed information, with the motivation and discipline to complete all required self-directed learning.

• Ability to work effectively as part of a team while also demonstrating initiative and taking responsibility when required.

• A flexible and resilient attitude towards working extended hours with early starts and late finishes when required by business demand.

Points to note:

• Our guides remain on board and do not enter the water with swimmers on our tours
• We operate on a very exposed stretch of coastline and we work in all weathers and some challenging marine conditions. We are looking for applicants who are resilient, comfortable working in rough weather and at sea, and not prone to seasickness.
• This is a role that requires a high level of reliability, consistency and personal responsibility. We expect our guides to arrive on time, prepared and ready to deliver every tour with the same enthusiasm and attention to detail as the first tour of the day.
• During summer, days can be long - typically 10-12 hours depending on wildlife location, so maintaining energy and stamina throughout the day is essential. Looking after yourself, managing fatigue and arriving fit and ready to work are important parts of the role. We are looking for applicants who take pride in their work, understand the importance of consistency, and are able to maintain a high standard of service from the first tour through to the last.
• Success in this role requires good self-care and sleep hygiene and a dedicated commitment to study and learning in your own time.

What we offer:

• More than just a cafe; we are a tour operator and retail store and you get to be part of a wider dedicated and like minded team creating exceptional customer experiences everyday!
• Structured training and support for you to be successful in your role; we have a genuine interest in your personal development and job satisfaction and are responsive to your aspirations.
• Guaranteed minimum hours and the option for more hours for those that want them over peak season to meet customer demand.
• Staff discounts in our cafe and retail store.
• The ability to join our tours as often as you like subject to availability; our team often take the opportunity to swim with dolphins on their days off!

Before you apply

Please read the following essential requirements carefully before proceeding with your application:

• If you are not a New Zealand citizen or resident, or an Australian citizen, you must hold a valid New Zealand work visa covering the full duration of the contract. For fixed-term seasonal roles, your visa must remain valid for the entire summer season. We are unable to consider applicants whose visa does not cover the full contract period.
• You must be fluent in spoken and written English. English is the primary language used across our operation and is essential for communicating effectively with customers and colleagues, particularly in relation to safety procedures.
• You must be available and able to commit to the full seasonal contract period. Annual leave is generally not available during our peak summer season, so please do not apply if you are unable to commit to the full contract dates.

If you do not meet all the above requirements, please do not apply, as we will be unable to progress your application.