River Guide - Second Interview Questions This form contains interview questions you will need to answer in advance of your second 1:1 interview. You and the Recruiting Team will receive answers. Name* First Last Email* Phone*Which position(s) are you applying for?* Raft Guide - rookie Raft Guide - experienced Boathouse Manager / Head boatman 1) What are your ambitions? How does this position fit in with your life goals? Is this a short term (just this summer) job or do you see working with us long-term (repeating summers)?*2) There is almost always something to do after your priorities have been accomplished. We are seeking self-starters who will perform their best (individually and as a team) without having to be told each step to take, or each task to perform, within their hired Position or Team. We are seeking the kind of person that when you see an area that is lacking, you are the kind of person who will either fix it, or communicated the gap to the position responsible for it. Can you think of examples in your work history where you have adopted this habit?*3) As a self-starter, you lead by example. However, you notice that as you take out the trash, or similar important task, you notice that you are the only one who takes out the trash, or similar important task. In short, leading by example has trained the others that you'll always do the doing that needs to be done. What ideas come to mind to actively participate in the solution to a growing problem?*4) What is your definition of five-star customer service and how would you apply it as a river guide?*5) Peer to Peer: What is your definition of a five-star employee in the rafting industry?*6) Tell us about a criticism that has been challenging to hear, but you benefited from later in life.*7) Late co-workers: One of your guide co-workers has been showing up late and not leaving enough time to contribute sufficiently to prepping for trips. Now, you’ve got extra work to do and there isn’t much time to do it before you need to meet clients down at the put-in. How do you handle it?*8) Know-it-all customers: You have a know-it-all paddler on your raft. S/he has been rafting many times in many parts of the country and continues to take “mystery strokes” – moving the raft where they think it should be, not where you think it should be. Their strokes are throwing off your calculations on speed and the angle of the raft, causing you to miss important moves -- and worse, they begin blaming you for missing the moves! "I could do better than you!" they announce to the rest of the crew. "If it wasn't for me, we'd have hit that rock and flipped!" What do you do?*9) Understanding the Service Industry: Your client group includes five, hilarious and smart women, all in their 60s, on a class reunion. They are having a great time and talking about all the other fun things they might do on their trip to NM. Are there any questions you could ask to help them have the best vacation of their lives?*10) Priorities: You get a once-in-a-lifetime chance to take a free mountain biking trip with your best friends to a place you have always wanted to go. It is during Kokopelli’s busiest time of year and six days away. How do you handle this?*11) Murphy's Law: Your raft is approaching some low-hanging trees and it's inevitable you'll go under them. You know this rapid as you've done it many times, and that's just where the water takes you some of the time. It's not even a hard rapid, just low water, lots of rock dodging, some pin-balling, and some manky low-hanging trees mid-way through. The odds of anything going wrong are slim-to-none. You tell your customers "Duck!" as you've done dozens of times before, but to your surprise, one of them ducks face-up! Oh no! Her helmet offers no protection, and now she's bleeding and needs first-aid. But the company's large (required) first aid kit is on another boat, and it passed you while you were under the trees. All you have is a water bottle that you've been drinking out of for the last two hours. She maintains her composure, but she's obviously miffed and thinks to herself "This was supposed to be "easy!" class 1 - 2! Why am I bleeding? This could have been my child!" You know 'safety' and preparedness are core values at Kokopelli, and you know that a negative 1-2 star review on TripAdvisor hurts the company's reputation, and your co-workers depend on the company's reputation for their employment. What could you personally do to prepare for or prevent this situation?*12) Reviews Matter: List 4 reasons a customer may leave a 1 or 2 star review on TripAdvisor, and something you could personally do to prevent such a review.*13) Reviews Matter: List 4 reasons a customer may leave a glowing 5-star review on TripAdvisor, and something you could personally do to earn such a review.*14) Employee Bill of Rights: As an employee, you notice one of the vans has new damage on its side and you know exactly what happened and who did it. How would you personally handle this observation?*15) You are in the middle of a difficult, Class IV rafting trip (and we are assuming you have the skills to guide at this level). You stop for lunch just before the really hard rapids begin. You notice that your clients are smoking pot in the bushes and drinking out of a camelback, which you suspect may be alcohol. You still have seven miles of treacherous whitewater ahead of you after lunch. Not only that, but the canyon is 750 ft deep; there are no trails, no roads, no cell phone service. The only way out is by raft or helicopter, and the helicopter has no place to land. You're in deep! But you're with a few equally skilled and knowledgeable guides, but you've still got a crew of stoned customers and tretcherous whitewater ahead. How do you respond?*16) A rookie guide on the trip has a history of flipping, and you are constantly pulling their swimmers out of the water. It's embarrassing to you and it holds up the entire trip. In fact, your customers are starting to talk about that guide among themselves. "Sure glad THAT's not US!" or worse - "Our mom is in that raft. Is she going to be ok?" What are some words you may say to your customers and the swimmers you recover to help diffuse the situation?*17) #SorryNotSorry: You have a high-maintenance customer. She has complained about the wind, trash on the beach, that she hasn’t seen any wildlife and other things out of your control and the company's control. She overheard you talking about how challenging and fun guide school was this year and has concluded that you are a rookie guide. She begins to target you as the reason for her complaints and now also believes you are responsible because she fell out of the raft and injured her leg. How do you respond to her?*18) We have policies that outline the standards by which our team members are expected to operate, consistent with the Brand Promise, Company Values, Strategic Objective, Employee Bill of Rights and similar concepts addressed in the Recruiting Seminar. You’ll read, commit to memory, and sign off on them as part of your Position Agreement. They outline standards of conduct, appearance, etc. In order to deliver our Brand Promise consistently, we will also be rolling out continuing policies (SOPs and detailed documentation) as the seasons go on for staff to adopt and sign off on. Is that something you will do and operate by?*19) In order to successfully deliver a consistently high level of service and gainful employment to our employees, we rely on stable schedules of our team members. Do you have any barriers to getting to work, keeping work commitments, or being able to perform on a set schedule until season close (Labor Day weekend)?*20) Full-time employees are most valuable to us, in delivering consistently high quality trips, and strengthening the bond between team members. What would your ideal work schedule be?*PhoneThis field is for validation purposes and should be left unchanged.
