In Hawaii, Kohala Ziplines paid substan- tial bonuses in January 2023, ranging from $1,500 to $2,000, depending on whether an employee worked full or part time. Plus, everyone on staff got a $1 raise. “The year 2022 was really good,” says Tuck, which enabled the company to reinvest in its employees. This year was not as strong, with weather shutdowns and longer, deeper slumps in visitation. “Hopefully [a bonus] still happens.” ’TIS THE SEASON...
Kerfoot notes that small gestures can also go a long way. “We try to make people feel like an important part of the team,” he says. For example, $25 gas gift cards have been a popular reward for employees who go above and beyond. Expenses. Guide training is a signifi - cant investment as well. “The time and energy spent on training and safety is one of the biggest expenses,” notes Tuck. Of Kohala’s 22-person staff, 17 are guides, and new guides are typically put through a 60+ hour training program followed by written and skills exams. At Climb Works, most of its employees are guides who must undergo four on-course days of training and conduct tours with a trained overstudy. “They do this until they can safely execute two full tours on their own,” says Murray. Given the extensive nature of such training, it’s worth it to invest in employ- ee retention. Climb Works offers medi - cal benefits to its full-time employees as well as referral bonuses—a win-win for both employee and employer. Students with BridgeUSA cultural work exchange visas can bolster staff numbers during the peak season.
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“Some of our lead guides have been here a long time,” notes Murray.
Camaraderie matters too. “We have a cool vibe that sets the tone for the whole adventure,” says Tuck. “Crews try to outdo each other, pumping each other up and encouraging guests to shout ‘chee-hoo!’, the Hawaiian ‘yee-haw!’” MAKING STRIDES All the operators agreed that even if an employee returns for just one extra sea- son, it contributes bigly to improving the bottom line and the guest experience. And although employee turnover in this business is inevitable, these businesses are utilizing best practices to chip away at this stumbling block. As the industry changes, aerial activity operators are adopting new strategies—providing affordable housing, offering perks, and supplementing staff through interna - tional workers—to improve hiring and turnover.
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