GUEST SERVICES LEAD

Summary:

The Guest Services Lead (GSL) is responsible for providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay.  The GSL supervises the operations of the front desk to maintain productivity, employee morale, and guest experience. The GSL provides service to guests by registering, issuing keys, keeping proper record of occupied sites, making and confirming reservations and collecting payments.

Essential Duties and Responsibilities:

• Evaluate front-office team members' performance and aid GM/AGM in hiring, training, and setting a high level of customer service standards.
• Assist with schedule to ensure adequate staffing to support occupancy. 
• Resolve guest concerns and complaints in a thoughtful manner while maintaining campground standards.
• Knowledge of guest reservation program
• Prepare reports as required, relating to procedures, efficiency, sales, scheduling, etc.
• Ensure logging and delivery of all messages, packages and mail in a timely and professional manner.
• Understand and communicate all rates packages and promotions currently underway.
• Establish and maintain good communications and teamwork with fellow associates and other departments within the campground.
• Oversee and ensure all guests are checked in/out in a friendly, efficient and courteous manner.
• Answer all guest inquiries in a timely and professional manner.
• Ensure strict cash controls by following specific KOA cash and credit card handling procedures.
• Maintain high standards of professionalism, customer service, quality and cleanliness.
• Increase revenues through up-selling strategies and profitability of ancillary income.
• Directed by GM/AGM, monitor and implement the department safety program, which ensures that all OAK employees work in a safe and hazard free environment that complies with various local, state, and federal safety requirements.

Non-Essential Duties and Responsibilities:

• This job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Required Education and Experience:

• High School Diploma or equivalent 
• Hear and speak the English language fluently
• Decision-making ability
• Excellent communication, collaboration, and delegation skills with ability to manage conflict
• Ability to motivate, lead and develop employees
• Strong working knowledge of operational procedures
• Comfortable in a fast-paced and high-pressure environment.
• Ability to read and maintain a budget
• Ability to maintain confidentiality
• Able to work nights, weekends, and holidays
• Valid Driver’s license

Preferred Education and Experience:

• Supervisory skills training or experience in related field is preferred

Physical Demands and Working Conditions:

• Work is performed indoors and outdoors and may involve exposure to varying weather conditions
• Office work requires the ability to operate standard office equipment, computer, copier, keyboard, etc.
• Must be able to lift and carry up to 10 pounds regularly, lift or carry up to 25 pounds or more occasionally with assistance.
• Ability to stand for long periods of time.
• Ability to bend, stoop, kneel, crouch, climb, push, pull, reach overhead and move safely over uneven terrain.
• Use of repetitive motion, standing, bending, sitting, lifting, and walking.
• Noise levels may be moderate to loud.
• May be exposed to dust, pollen, grasses, landscaping, and various chemicals and moving mechanical equipment.
• Use of personal protective equipment required where necessary.
• Will experience occasional interruptions and shifting priorities.
• Valid driver’s license required, this position may be expected to drive a motorized vehicle which requires close and distance vision, sitting, seeing and reading signs, traffic signals, etc.