Careers - Unique Tours And Rentals

Customer Service and Sales Representative

As a Customer Service and Sales Representative at Unique Tours and Rentals Limited, you will play a crucial role in ensuring our customers have a seamless and exhilarating experience from the moment they express interest in our adventures to the post-trip follow-up. You will be the primary point of contact for adventure seekers, providing information, guidance, and support to enhance their journey with us. You will also be responsible for driving sales.

Key Responsibilities

Adventure Booking Assistance:

Assist customers in selecting the right adventure package based on their preferences, skill levels, and interests.

Guide customers through the booking process, ensuring the accuracy of the information and timely completion of necessary documentation.

Customized Adventure Packages and Upselling:

Work closely with customers to create personalized adventure packages tailored to their preferences, group size, and special requests.

Utilize upselling techniques to recommend additional services or upgrades, enhancing the overall adventure experience.

Provide clear and compelling information on the value-added features of premium packages.

Pre-Trip Support:

Collaborate with adventure guides and logistics teams to ensure a smooth transition for customers from booking to the actual adventure.

Provide pre-trip information, including packing lists, travel arrangements, and any additional details to enhance the customers’ preparation.

Customer Communication:

Communicate proactively with customers, providing detailed information on adventure itineraries, safety measures, and equipment requirements.

Address customer inquiries via phone and email channels with a focus on delivering clear and comprehensive responses.

Issue Resolution:

Handle customer concerns and issues during and after adventures with efficiency and empathy.

Work closely with internal teams to address challenges and implement solutions to improve the overall customer experience.

Customer Feedback and Improvement:

Collect customer feedback post-trip and analyze insights to contribute to the continuous improvement of adventure offerings and customer service processes.

Identify trends and opportunities for enhancements to maintain a high level of customer satisfaction.

Lead Generation and Outreach:

Actively seek new business opportunities by identifying potential customers through online research, social media, and industry events.

Initiate outreach campaigns to generate leads and create awareness about the adventure company’s offerings.

Develop targeted strategies for reaching the company’s target audience.

Any other responsibilities that may be assigned by your supervisor.

Requirements

Excellent communication and interpersonal skills.

Detail-oriented with strong organizational abilities.

Ability to thrive in a fast-paced and dynamic environment.

Ability to build and maintain beneficial relationships.

Qualifications

High School Diploma ( Preferably CXC/GCSE in Mathematics and English)

Previous experience in customer service roles, preferably in the adventure tourism industry.

Previous experience in sales and marketing is a plus.

Computer skills including but not limited to Microsoft Office and Canva.

Reports to: Office Manager

JET SKI TOUR GUIDE

Overview

The ideal Jet Ski Tour Guide loves working outdoors in and around water, has a safety mindset, is reliable, smiles often, has great communication skills, is a team player, and possesses a willing-to-please demeanor. Tour guides will be conducting guided rentals and private tours and will be involved in many aspects of our guest experience as well as upkeep and maintenance of our equipment. Ensuring the safety and welfare of the staff and clients are of paramount importance to the Unique Tours and Rentals ltd team. For new starters training will be provided regardless of previous experience.

Responsibilities

Tour Leadership

Lead jet ski tours for groups of guests, providing engaging commentary on local landmarks, wildlife, and points of interest.

Be aware of the booking details for each tour, including the number of adults and children and any special requirements.

Safety Management

Conduct thorough safety checks, briefings and equipment demonstrations for all tour participants, emphasizing the importance of safe jet skiing practices and adherence to local regulations.

Equipment Management and Maintenance

Ensure that all jet skis, snorkeling equipment and safety gears are properly sanitized and are up to standard for guests’ use.
Perform routine inspections of jet skis and safety equipment to ensure they are in proper working condition, reporting any maintenance issues to management.
Safely and properly transport jet skis to and from tour location.

Customer Service

Provide exceptional customer service by anticipating guest needs, answering questions, and offering assistance as required throughout the tour.

Emergency Response

Be prepared to respond effectively to emergencies or incidents that may arise during tours, including providing first aid and coordinating with emergency services if necessary.
Ensure that safety standards are always adhered to.

Environmental Stewardship

Educate guests about the importance of environmental conservation and responsible tourism practices, leading by example in minimizing impact on local ecosystems.

Administration

Maintain accurate records of any incidents or accidents that occur during tours, reporting to management as required.
Liaise with the Forewoman regarding any information and updates in respect to the guests and any situations that might happen during the tour.

Help with the upselling of jet ski rentals to the nearby restaurants and villas and the photo packages to guests.

Qualifications

Previous experience as a jet ski guide or in a similar role preferred.
Proficient swimming ability and knowledge of water safety protocols.
Strong communication and interpersonal skills, with the ability to engage guests of diverse backgrounds.
Knowledge of local geography, history, and marine life.
First Aid and CPR certification preferred.
Ability to work flexible hours, including weekends and holidays.
Valid driver’s license and clean driving record.
Should be able to drive a trailer.

Reporting Relationship

Reports to: Forewoman

Standard Operating Procedures

Work Hours: 7:30 am – 6pm

Private Tours

Tours starting 9 am

Option 1- 1 hour- Shipwreck

Option 2- 2 hours- Iguana Island and Shipwreck

Guided Rentals

Tours starting 11 am

Option 1- 30 minutes

Option 2- 1 hour

1. Pre-Tour Preparation:

1.1. Equipment and resources check

Ensure that all items that will be required for the tour has been checked and packed:

First aid kit
Snorkeling equipment
Beverages for guests
Snack Packs for guests
Bin Bags for rubbish
Clipboard with waiver forms and pens

Inspect each jet ski and ensure that they are properly loaded for transport before leaving for the tour location.
Inspect safety equipment (life jackets, whistle, etc.) before the start of each tour.
Ensure that all equipment is in proper working condition and meets safety standards.
If it is a guided tour, drive the trailer to the beach and offload the jet skis.
Start and check that all jet skis are working properly before the guests arrive.
Report any issues or deficiencies to the maintenance department for immediate resolution.

1.3. Tour Briefing

Provide a warm and unique welcome to all guests.
Ensure all participants have signed the jet ski waiver.
Conduct a comprehensive safety briefing for all tour participants before departure.
Explain safety procedures, including how to operate the jet ski, signals, emergency protocols, and local regulations.
Emphasize the importance of staying together as a group and following the guide’s instructions at all times.
Confirm the number of participants on the tour and any special instructions.
Ensure all guests are wearing a life jacket before getting on the jet ski.

1.4. Route Planning

Familiarize yourself with the planned tour route, including key points of interest, potential hazards, and alternative routes in case of emergency.
Consider weather conditions, tide levels, and other environmental factors when planning the tour itinerary.
Communicate the route plan to tour participants, highlighting notable landmarks and areas of significance along the way.

2. Tour Execution

2.1. Group Management and Safety Monitoring

For guided tours, the guest will board the shuttle to the beach. Depart the beach at the expected time.
For private tours, pick up the guests at the office and take them to the Boat House Villa.
Update the WhatsApp Group when the tour has started.
Keep a headcount of all guests, ensuring that the communicated number of participants have arrived at the locations with special consideration to the guests that will be driving themselves there.
Stay in formation, ensuring that there is a guide leading and a guide at the back of the tour.
Ensure that all participants remain within view and earshot of a guide at all times. Remain aware of where all participants are.
Monitor the behavior and skill level of each participant, providing assistance or guidance as needed.
Monitor environmental conditions and adjust the tour route or activities as necessary to mitigate risks and ensure guest safety.
Be prepared to respond promptly to any emergencies or incidents that may arise during the tour, following established protocols for crisis management.
Report any issues on the WhatsApp group.
Ensure you are enforcing safety protocols at all times.
Ensure that no garbage is left at any of the destinations on tour. Use the garbage bags and ensure they are properly disposed of.
Remind participants to stay hydrated.

2.2. Narration and Commentary

Provide engaging and informative commentary throughout the tour, sharing interesting facts about the local geography, history, and marine life.
Point out significant landmarks, wildlife sightings, and points of interest along the route, enriching the guest experience with educational insights.

3. Post-Tour Procedures

3.1. Return and Debriefing

Ensure that the tours end at the appointed time so guests can be transported to their accommodation on time.
Remind all guests to ensure they have their personal belongings.
Ensure that guests have returned all snorkeling gear.
Update the WhatsApp group once the tour has ended.
Gather feedback from tour participants regarding their experience, soliciting suggestions for improvement or areas of satisfaction.

3.2. Equipment Maintenance

Clean and sanitize all snorkeling and safety gear and pack it away.
Ensure all equipment has been stowed away before stowing jet skis in the respective places.
Clean and inspect jet skis and safety equipment after each tour, removing any debris or saltwater residue.
Check for and document any maintenance issues or damages observed during the tour, reporting them according to protocol in communication with the Forewoman for repair or replacement.
Ensure the jet skis have been fueled up.
Ensure that all equipment is properly stowed and secured in designated storage areas at the end of each day.

4. Emergency Procedures

4.1. Emergency Response

Familiarize yourself with the company’s emergency response plan, including procedures for medical emergencies, water rescues, and communication protocols.
Maintain a first aid kit and emergency supplies onboard the jet ski, ensuring they are easily accessible in the event of an emergency.
Coordinate with other staff members and emergency services as necessary to provide assistance and ensure the safety of tour participants.
Ensure that safety standards are enforced at all times.

5. Documentation

Maintain accurate records of tour schedules, participant waivers, incident reports, and equipment maintenance logs.
Submit required documentation to the Forewoman for record-keeping and compliance purposes.

6. Continuous Improvement

6.1. Training and Development

Participate in ongoing training and professional development opportunities to enhance skills and knowledge related to jet ski operations, safety practices, and customer service.
Provide feedback and suggestions for improving tour operations, equipment, and guest experiences to management for consideration.

7. Communication

7.1. Team Communication

Maintain open and effective communication with other tour guides, support staff, and management to ensure smooth coordination of tour operations.
Share relevant information, updates, and insights with colleagues to facilitate teamwork and collaboration.

By adhering to the procedures outlined in this SOP, Jet Ski Tour Guides at Unique Tours and Rentals Limited can uphold the highest standards of safety, professionalism, and guest satisfaction in delivering memorable and enjoyable jet ski tours in Turks and Caicos. Continuous adherence to these guidelines will contribute to the success and reputation of our company as a premier provider of adventure tourism experiences.

Key Performance Indicators

Tour Participant Satisfaction Rate:

The guide’s ability to deliver an engaging and enjoyable experience, provide informative commentary, and ensure guest safety throughout the tour.

Safety Incident Rate:

The number of safety incidents or accidents occurring during jet ski tours, including minor injuries, equipment malfunctions, or environmental hazards encountered. A low safety incident rate indicates effective risk management and adherence to safety protocols.

Tour Completion Rate:

The guide’s ability to manage tour logistics, adapt to changing environmental conditions, and maintain guest satisfaction despite unforeseen challenges.

Average Tour Rating:

Calculate the average rating assigned by tour participants based on their overall experience, satisfaction with the guide’s performance, and the quality of the tour content. A high average tour rating indicates consistently positive feedback and reflects the guide’s effectiveness in delivering engaging and memorable tours.

Equipment Maintenance Compliance:

Assess the guide’s adherence to equipment maintenance protocols by tracking the completion of pre-tour equipment checks, timely reporting of maintenance issues, and documentation of post-tour inspections. This ensures the reliability and safety of jet ski equipment, minimizing the risk of mechanical failures or accidents during tours.

Communication and Reporting

Effective updates and communication with your supervisor.
Effective log of information and reports.

Compliance and Adherence

Compliance and Adherence
Fulfillment of duties as outlined in the Job Description
Compliance to the company’s standard of operation.
Adherence to safety protocols.
Adherence to environmental conservation practices during tours.
Adherence and compliance to instructions from your supervisor.

Workplace Involvement and Morale

Ability to work closely with your team and other staff
Ability to take initiative and exercise responsibility
Participation in Company activities

Horseback Tour Guide

Overview

This individual is an enthusiastic and experienced horseback tour guide with a comprehensive understanding of various riding styles and techniques. They are keen on safety and sensitive to the needs of the customer to provide unique experiences. They also possess interesting cultural and historical knowledge of the islands.

Responsibilities:

Guided Tours:

Preparing horses and being at the beach ahead of guests’ arrival.
- Lead and guide horseback riding tours for individuals or groups, ensuring a safe and enjoyable experience.
- Provide clear instructions on horse riding techniques and safety procedures.

Customer Interaction:

Interact with clients in a friendly and informative manner, addressing questions and concerns to enhance their overall experience.
- Ensure the well-being and comfort of riders throughout the tour.

Horse Care:

Oversee the grooming, feeding, and general care of horses including the feeding schedule and making changes where needed, and administering basic first aid and treatment to maintain their health and well-being when necessary.
- Conduct routine health checks on horses and report any concerns to the appropriate personnel.
- Correct allocation of workload for each horse
- Monitoring the condition and performance of horses and recording and reporting changes/abnormalities.
- Exercising and working with a variety of horses/ponies as part of their rehab and training for tours and the lesson programme.

Safety Protocols:

Implement and enforce safety protocols for both riders and horses during tours.
- Conduct pre-tour safety briefings and ensure that all participants adhere to safety guidelines.

Route Planning:

Plan and select scenic and safe routes for horseback riding tours, taking into consideration the skill levels of participants.
- Familiarise yourself with the local geography, history, and points of interest.

Emergency Response:

Be prepared to handle emergencies or unexpected situations, including first aid response for riders or horses.
- Communicate effectively with emergency services if necessary.

Equipment Maintenance:

Ensure that all riding equipment, including saddles and bridles, is well-maintained and in good working condition.
- Report any issues or needed repairs promptly.

Environmental Stewardship:

Educate clients about responsible and sustainable tourism practices, promoting environmental stewardship during tours.
- Encourage respect for wildlife and natural habitats.

Requirements:

Proven experience as a Horseback Tour Guide or in a similar role.
Strong horsemanship skills and a deep understanding of horse behaviour.
Excellent communication and interpersonal skills.
Physical fitness and the ability to ride for extended periods.
Must be below the horse riding weight limit of 220 lbs.
Customer-focused with a passion for delivering exceptional experiences.

Qualification:

Must be able to speak English.
High school diploma or equivalent is a plus.
Additional certification in horsemanship or guiding is a plus.
Being able to swim is a plus; Must be open to learning.
First Aid and CPR certification is a plus.

Standard Operating Procedures and Scheduling

Reports to: Forewoman

Morning shift: 7 am – 12:30 pm

Evening Shift: 2 pm – 7:30 pm

Current Tour Times (Subject to Seasonal Changes) are as follows:

9am Private Tour
11am Private Tour
3:30 Regular Ride
6pm Sunset Tour

Bookings close for each reservation 2 hours prior to allow organized planning of horse allocation and yard scheduling. We maintain a strict 220lb weight limit NO EXCEPTIONS.

1. ) Pre-Tour Prep

1.1 Equipment Check

Inspect horses for any signs of injury or discomfort.
Ensure horses are fit or work: have breakfast, have clean water and are properly groomed before tours
Ensure all necessary equipment such as saddles, reins, helmets, and safety gear are in good condition.

1.2 Tour Review:

Horse allocation for all tours.
Review the planned route and points of interest with other guides and review any changes or updates.

1.3 Safety Briefing:

Ensure girths/cinches are tight enough and stirrups alter to appropriate and safe level

Conduct a safety briefing for customers before the tour of the basics: including instructions on position in the saddle, how to hold the reins, how to go left, how to go right, how to stop or slow down.

2. )Tour Execution

2.1 Horse Management:

Horses must be ridden/led to the beach in a timely manner.
Horses must be securely tied in the shade when they reach the beach.
Water must be offered to horses ahead of and upon return from the tour at the beach.

2.2 Group Management:

Assess the riding experience and comfort level of each customer and assign suitable horses.

Talk clearly and calmly to guests, some guests will be nervous and require reassurance and patience.
When assisting guests on horses it can be relaxing for them to also know a little information about their horse.

Maintain control of the group, ensuring a safe distance between horses and adherence to the planned route.

We do not force nervous guests to ride.
One guide will lead allowing the other guide to engage with customers and reassure nervous riders.

2.3 Customer Engagement:

Provide information about the local area, wildlife, and history during the tour.
Encourage interaction and questions from customers to enhance their experience.

Assist with creating and capturing photo moments for couples, groups, families and other guests and encouraging them to share and tag on social media.

2.4 Environmental Awareness:

Educate customers on responsible riding practices, including staying on designated trails, avoiding littering, and respecting wildlife habitats.

3.) Emergency Procedures

3.1 Emergency Communication:

Carry a communication device (e.g., radio or mobile phone) for emergency communication with the base camp.

3.2 First Aid:

Have a basic first aid kit readily accessible and be trained in basic first aid procedures.

3.3 Evacuation Plan:

Familiarise yourself with the evacuation routes and procedures recommended by your supervisor in case of emergencies such as inclement weather or horse-related incidents.
Always communicate emergencies to your supervisors. Use your discretion to determine the urgency of the situation and the necessary response and resources warranted. Urgent situations must be communicated to your Supervisor in real time.

4.) Post-Tour Procedures

4.1 End of Tour

Assist guests in dismounting from their horses
Be courteous, and explain that the driver will now take them back to their destination.
Ask them for their feedback and encourage them to leave a review of the tour and their feedback of the experience online.
Thank them for choosing Unique Tours and Rentals, for complying with the rules and trusting our team.

4.2 Equipment Maintenance:

Return Horses to the barn to be bathed [1]
Ensure each tour horse returns to a stall with clean water and hay
Assist in any turnout changeover where necessary.

Clean and inspect equipment after each tour and report any damages or defects for repair or replacement.
Ensure that equipment is correctly stored.

4.3 Documentation:

Maintain accurate records of tours conducted, such as route details, and any incidents or accidents.

5. ) Lunch

Once horses are fed and the yard is tidy you are permitted to take your break.
Lunch times can vary slightly
If leaving the site please let a senior member of staff know.

6. ) End of Day

Always ensure all stalls are securely locked when horses return to stalls[2].
Correctly report and record any injury or damages
Correctly report and record any treatment administered
Ensure all equipment are securely stored
Ensure the water pump is switched off [3]
Ensure the gate is locked [4]

Senior Staff will provide ongoing training and are always available for assistance and to answer any questions. As a team we are delighted to have a fantastic UNIQUE TOURS FAMILY and look to ensure safety, enjoyment, ongoing learning, and growth of all the team.

Additional Information and Requirements

Friday is usually a ‘HALF DAY’
Saturday = NO TOURS [5]
Summer Time/Slow Season hours will vary. For example, when there are no sunset rides the yard can be finished by between 4:30 and 5 pm
Any Accident Or Injury of Unique Staff/Personnel to be reported immediately and recorded by Senior Management
Ensure all stable latches are secured at all times
Any Injury to horses to be reported immediately
Any broken equipment to be reported immediately
Report any ‘unusual behavior’ to senior management immediately
No horses are to be overworked
All horses must leave their stalls daily. This is a team effort.
Ongoing training will always occur for staff
Ongoing training will always occur for horses
If a horse does not go on tour it can be scheduled for turnout, handwalking, hacking, arena work, lessons, equine therapy (this will be set out daily by senior staff/management)
Waterproof/Drybags will be provided to store water and cell phones

Key Performance Indicators

Tour Completion Rate:

The percentage of scheduled tours that the guide successfully completes is assessed on a monthly basis.

Safety Record:

Ability to effectively prevent, respond and manage incidents or accidents during tours for both customers and guides.

Customer Satisfaction and Tour Ratings and Reviews

Customer satisfaction rating received after each tour, based on feedback provided by customers.
The number of positive reviews or testimonials received by the guide on platforms like TripAdvisor, Yelp, or the company’s website.

Training and Development

Complete required training and development programs or certifications as scheduled.
Demonstrated interest in your professional development and that of the company’s such as learning new trails and improving storytelling skills.

Communication and Reporting

Effective updates and communication with your supervisor.
Effective log of information and reports.

Compliance and Adherence

Fulfilment of duties as outlined in the Job Description
Compliance to the company’s standard of operation.
Adherence to safety protocols.
Adherence to environmental conservation practices during tours.
Adherence and compliance to instructions from your supervisor.

Workplace Involvement and Morale

Ability to work closely with your team and other staff
Ability to take initiative and exercise responsibility
Participation in Company activities

Driver

Overview:

The ideal candidate will play a crucial role in ensuring the safe and comfortable transportation of our clients to various adventure destinations. As the face of our company, the Driver will contribute to creating a positive and memorable experience for our customers.

Responsibilities:

Safe Transportation:

Safely transport clients to and from adventure destinations in accordance with local traffic laws and company policies.
Ensure the comfort and safety of passengers throughout the journey.

Vehicle Maintenance:

Perform routine inspections and maintenance checks on company vehicles to ensure they are in proper working condition.
Report any issues promptly and coordinate with the maintenance team for repairs.

Customer Service:

Provide exceptional customer service, assisting clients with boarding and disembarking, and answering any questions about the adventure experience.

Knowledge of Routes:

Familiarize yourself with the routes to various adventure destinations, tourist attractions, and points of interest.
Stay updated on road conditions and potential challenges.

Communication:

Maintain effective communication with the adventure company’s operations team, fellow drivers, and other staff members.
Report any incidents, accidents, or delays promptly.

Adherence to Schedule:

Ensure punctuality and adherence to the provided schedule for pickups and drop-offs.
Manage time effectively to meet customer expectations.

Vehicle Presentation:

Keep the company vehicle clean and well-presented at all times.
Ensure that the vehicle is stocked with necessary supplies, such as water and first aid kits.

Compliance:

Adhere to all company policies, as well as local transportation and safety regulations.
Participate in training programs to stay updated on safety protocols and procedures.
If agreed on as a benefit, drivers will also be responsible for the pickup and drop off of employees to and from work

Requirements::

Proven experience as a professional driver, preferably in the tourism or adventure industry.
Valid driver’s license with a clean driving record.
Excellent knowledge of the Turks and Caicos Islands and its road network.
Strong customer service skills and a friendly demeanor.
Ability to work flexible hours, including weekends and holidays.
Good communication skills in English.
Physical fitness and the ability to assist with loading and unloading as necessary.

Job Advert

UNIQUE TOURS AND RENTAL LTD.

Tour Driver

Unique Tours and Rental Limited is seeking an excellent driver who is passionate about safety and customer service. You will be responsible for transporting customers safely and comfortably to and from adventure locations.

Requirements:

Proven experience as a professional driver, preferably in the tourism or adventure industry.
Valid driver’s license with a clean driving record.
Excellent knowledge of the Turks and Caicos Islands and its road network.
Strong customer service skills and a friendly demeanour.
Ability to work flexible hours, including weekends and holidays.
Good communication skills in English.
Physical fitness and the ability to assist with loading and unloading as necessary.

Join with us!

If you are looking for a career change or wish to work with us please email your resume along with your qualifications to HR@uniquetoursandrentals.com.