Tour Guide, Zipline

Location: On-Site - Kaneohe, HI.

Relocation Package: None

Schedule: Full-time; open availability including weekends and holidays is required.

POSITION SUMMARY

The Zipline Tour Guide provides exceptional guest service and safety leadership while conducting guided zipline tours throughout Kualoa Ranch’s world-renowned property. This role is responsible for ensuring guest safety, delivering educational and entertaining commentary, and maintaining professionalism and poise in a dynamic outdoor environment.

As a frontline representative of Kualoa Ranch, the Zipline Tour Guide embodies the values of Aloha, Mālama, Poʻokela, ʻOhana, and Laulima serving as both an ambassador of Hawaiʻi and a steward of Kualoa’s mission to preserve, protect, and share the beauty of the land.

KEY RESPONSIBILITIES

Guest Experience

• Deliver engaging, informative, and culturally respectful tours that connect guests to Kualoa’s history, landscapes, and stories.
• Create a safe, welcoming, and memorable environment for guests of all backgrounds and comfort levels.
• Represent Kualoa Ranch’s brand and values through professionalism, enthusiasm, and aloha spirit.

Safety & Operations

• Operate zipline systems safely and efficiently according to A.C.C.T. and Kualoa Ranch standards.
• Inspect equipment and platforms before each use, ensuring all gear and lines are in proper working condition.
• Properly fit and secure guest harnesses, helmets, and safety gear, and provide clear, calm instruction throughout the experience.
• Monitor guest readiness, assist with launches and landings, and intervene promptly if safety issues arise.
• Follow all emergency procedures and report incidents or maintenance concerns immediately.

Teamwork & Communication

• Work closely with co-guides, leads, and management to ensure smooth tour flow and timing.
• Communicate clearly over radios and maintain professional conduct at all times.
• Participate in department meetings, ongoing training sessions, and safety refreshers.
• Support teammates by assisting with gear maintenance, cleaning, and course setup or breakdown.

Cultural & Environmental Stewardship

• Promote Kualoa’s mission of mālama ʻāina by educating guests on the cultural and ecological significance of the land.
• Model care and respect for the natural environment, minimizing impact on trails, vegetation, and wildlife.

QUALIFICATIONS

• Exceptional customer service skills with a focus on integrity, responsibility, and teamwork.
• Ability to manage guest interactions calmly and professionally, including during high-adrenaline situations.
• Strong communication and storytelling skills.
• Comfortable working at heights and in outdoor environments year-round.
• Successful completion of Kualoa Ranch’s paid Zipline Training Program (up to 80 hours), including:
• Minimum of 16 hours of practicum guiding experience.
• Passing both written and practical skills assessments.
• Employment is contingent upon successful completion of training; employment is at-will.
• Current CPR and First Aid certification (or willingness to obtain).

PHYSICAL REQUIREMENTS

• Ability to stand, walk, and climb for extended periods in outdoor, elevated, and uneven terrain.
• Ability to lift and carry up to 50 lbs.
• Comfortable working at heights and operating safety gear and rescue systems.
• Ability to hike uphill and downhill while carrying gear or equipment.
• Capable of performing physical tasks involving reaching, bending, and assisting guests.
• Comfortable working outdoors in all weather conditions.