Backcountry Office Manager

POSITION TITLE: Backcountry Office Manager
REPORTS TO: Evergreen Backcountry Director

The EBG Office Manager is a key member of the Evergreen Outdoor Center Management Team. This role oversees the day-to-day administrative and operational functions of the Evergreen Backcountry Guides department, ensuring smooth, high-quality, and efficient service delivery.
Primary responsibilities include managing bookings and registrations, processing payments, coordinating schedules for guides and guests, overseeing a small team of staff, maintaining operational procedures, and supporting departmental logistics. The Office Manager ensures excellent guest communication, accurate financial tracking, and seamless coordination with other Evergreen departments while upholding safety, professionalism, and company standards.

POSITION DUTIES & RESPONSIBILITIES

The EBG Office Manager will be expected to:

• Manage all bookings, registrations, payments, and cancellations for EBG programs, ensuring accurate records and timely processing.
• Coordinate daily and seasonal scheduling for guides, staff, tours, and related activities, optimizing resource allocation and guest experience.
• Supervise a small team of administrative and support staff, providing training, guidance, and performance oversight.
• Improve, maintain, and adhere to operational, safety, and risk-management procedures to support safe and efficient EBG operations.
• Create, update, and implement Standard Operating Procedures for office and departmental processes.
• Oversee inventory tracking, organization, maintenance coordination, repair logging, and ordering of backcountry gear and equipment; evaluate condition and manage storage.
• Collaborate closely with Guest Services, Marketing, and other Evergreen departments to ensure clear, consistent communication.
• Maintain professional relationships with guests and third parties, handling inquiries, confirmations, and feedback promptly and courteously.
• Coordinate morning briefings, tour preparations, and related logistics as needed; keep the office and rental spaces clean, organized, professional, and efficient.
• Monitor departmental financial aspects (bookings revenue, costs, inventory) to support service quality and cost-effectiveness.
• Assist with guest complaints, incidents, and troubleshooting in a professional, efficient manner aligned with company policy.
• Maintain regular communication with the EBG Director on departmental updates, issues, and improvements.
• Ensure accurate record-keeping, reporting, and documentation (including daily logs, trip plans, and inventory).
• Support occasional operational needs such as vehicle checks, snow clearing around the office, basic gear handling, guest transport coordination within Hakuba/Nagano, and email correspondence.

JOB DUTIES MAY ALSO INCLUDE

Snow clearing and tidying of office areas, assisting with staff accommodation coordination, basic rental gear handling or minor repairs under guidance, and other administrative support as required.

ADDITIONAL DUTIES

Due to the variable nature of outdoor operations, the Office Manager may occasionally be asked to assist with tasks outside primary responsibilities when needed to support the team and guests.

SUPERVISORY DUTIES

Supervise and train new administrative or support staff on daily operations, booking systems, scheduling processes, rental procedures, and office standards. Provide ongoing guidance to ensure consistent performance from morning briefings through end-of-day wrap-up.

GENERAL DUTIES
Daily:

• Maintain open communication with the EBG Director.
• Process and update bookings, payments, and schedules.
• Coordinate with the administration team and guides on registrations and logistics.
• Prepare and file required paperwork and reports.
• Ensure office and rental spaces remain clean, professional, and functional.
• Handle guest communications, inquiries, and issue resolution efficiently and courteously.
• Check and coordinate basic vehicle readiness (snow/ice clearing, interior cleanliness, fuel levels) as needed.
• Support guide preparation logistics without performing field guiding duties.

Weekly / Ongoing:

Monitor and update rental/equipment inventory records; flag maintenance, repair, or replacement needs.
Coordinate bookings and registrations with the broader administration team.
Provide reports, updates, or content (as requested) to marketing or the line manager.
Follow any staff housing/accommodation coordination rosters if applicable.
Continuously improve office systems and processes.

POSITION COMPETENCIES

The following competencies are important for success in this role:

• Analytical – Synthesizing information from multiple sources and attending to detail.
• Problem Solving – Identifying and resolving issues promptly and skillfully.
• Customer Service – Managing guest interactions professionally, responding promptly, and delivering high-quality support.
• Interpersonal Skills – Focusing on solutions, maintaining confidentiality, listening actively, and managing emotions effectively.
• Oral & Written Communication – Communicating clearly and persuasively; listening and clarifying; participating effectively in meetings.
• Organizational Support – Following policies and procedures while supporting Evergreen goals and values.
• Judgement – Demonstrating sound and accurate decision-making.
• Planning/Organizing – Prioritizing tasks, planning efficiently, and managing time well.
• Professionalism – Approaching others tactfully, remaining calm under pressure, treating everyone with respect, and taking ownership of actions.
• Quality & Quantity – Working accurately and thoroughly while completing tasks on time.
• Safety and Security – Observing procedures, reporting concerns, and using resources properly.
• Adaptability – Adjusting effectively to changes, delays, or unexpected events.
• Dependability – Being consistently present and punctual; following direction and committing to goals.
• Initiative – Proactively volunteering help and seeking continuous improvement.