Administrative Specialist - Hatch River Expeditions

Work Environment and Culture

This position works out of the Hatch River Expeditions office in Flagstaff, Arizona. The office staff consists of a small team of 3-4 individuals who collectively work to ensure all booking, customer service, and administrative work gets done in the most efficient, effective, and timely manner possible. Each member of this small team must be able both to work independently on their own projects and to work closely with their coworkers depending upon the requirements of the particular task at hand. We expect each employee to contribute to discussions about business policies, procedures, and plans from their own unique perspective. 

The office itself is an open format, dog-friendly environment with a small kitchen. Typical office hours are either 8-4 or 9-5 Monday through Friday. Because of the need to be available for guest phone calls and to problem solve with co-workers during these hours, a remote work option will not be available at this time. 

New hires will be required to participate in a river trip soon after hiring as part of their training process.

Job Responsibilities

Creating and Updating Guest-Facing Materials, Internal Documents, and Marketing Materials

• Review and update trip information packets, automated emails, email response templates, and other standard client communications annually, taking into account feedback from guests, HRE team members, and observed industry shifts

• Update website content as necessary as well as writing/creating/sharing blog posts, marketing emails (Mailchimp), and social media content (Facebook & Instagram) consistently throughout the year, keeping user experience and SEO optimization in mind

• Work with HRE teams and committees to make updates (most often annually) to internal documents such as the Risk Management Plan or Employee Handbook

• Work with 3rd party companies on online advertising, website updates, commissioning print/photo/video content as necessary

Assisting the Office Manager

• Run payroll in Quickbooks when Office Manager is unavailable

• Learn to create and maintain the guide “payroll book” in Excel

• Enter and pay bills in Quickbooks when Office Manager is unavailable

• Compile guest reviews and share with guides at end of each season

• Complete end-of-season reporting to the National Park Service 

• Learn other HR and Accounting-related tasks as necessary

Booking Reservations and Providing Customer Service

• Develop thorough understanding of Hatch River Expeditions trips, policies, and booking process and be able to communicate that information to guests and potential guests

• Answer phone calls, voicemails, emails, and web inquiries from guests in professional and informative manner

• Help guests feel at ease about traveling and booking with HRE, while setting realistic expectations about the realities of backcountry vacations

• Collect basic information from potential charter group leaders or other specialty groups and communicate to Customer Relations & Accounts Manager for follow up

• Use web-based booking platform (Arctic Reservations) to create reservations, to collect guest information, to collect payments, and to handle guest transfers and cancellations as necessary

• Work with the reservations team to evaluate and update reservations policies as necessary

Managing HRE Retail

• Choose and purchase items for retail store from established vendors based on guide and client interest and sales history

• Manage the online retail store front, including adding products, archiving products, updating inventories, updating item photos and descriptions

• Manage physical inventory, including double checking received product, organizing product in storage area, counting items and updating online inventory accordingly

• Arrange for photos and after purchase additions (such as embroidery) with 3rd parties as necessary

• Package, record, and ship retail orders

Other Operations and Administrative Tasks

• Book hotel rooms for HRE hiking guides and drivers

• Acquire ADOT and Hualapai permits for trip take outs

• Assist with creation and double checking of operations calendars

• Coordinate with IT support to meet office needs

• Order office supplies and equipment

• Package and ship guest duffel bags back to them after exchange trips

• Help to keep the office clean 

Skills, Experience, and Qualifications

Essential Skills and Experience

• Problem solving and troubleshooting abilities

• Being a self-starter and strong self-educator

• Able to work with a team to solve problems and achieve goals

• Working knowledge of Microsoft Office or Google Docs and Sheets - particular emphasis on using Excel or Sheets (including an understanding of formatting, formulas, and using the help function to expand your capabilities)

• Strong verbal and written communication skills

• Ability to prioritize among a variety of tasks and shift focus when the need arises

Preferred Skills and Experience 

• Outdoor enthusiast

• Previous experience using reservation software or a similar platform

• Background in business writing or content writing

• Previous experience with HR or accounting-related tasks

How to Apply:

Please email your resume, cover letter, and writing sample to office@hatchriverexpeditions.com. 

Writing Sample Prompt:

In 1-3 pages, please describe the Colorado River Compact of 1922 and assess its potential impacts on the Grand Canyon commercial river rafting industry.