Guest Services Manager

2 weeks ago

Big Bear Lake, United States The Salvation Army USA Western Territory Full time
Description

Mission Statement:

The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

Position Summary

The Guest Services Manager is responsible for the overall guest service side of camp with office/HR duties as well. This includes the oversight of customer service, marketing, and the hosting needs for guest groups. The GSM seeks to create a great experience for people who rent the facility - from a group's first contact with camp to the follow-up after a group's departure. This position will also assist. the site manager in the office/HR needs of camp.

Pay Rate:

$16.00 - $23.00 hourly DOE

Essential Functions

  • Encourage the professional and spiritual growth for the staff under your
  • Assist in maintaining ACA and CCCA accreditation standards as well as the preparation of all necessary reports.
  • The Guest Service Manager is to Provide leadership for all aspects of the guest service side of camp including leadership of guest service employees. This position has some main functions:
  1. Customer Service
    • Evaluate our customer service to groups - ensuring that we provide the best service
    • Implement a plan that keeps groups connected to camp throughout the
    • Ensure that camp is constantly communicating with groups and available to reply to emails and messages
    • Implement a feedback service to groups while they are onsite to improve customer
    • Assist camp director in creating and implementing a marketing plan for both guest groups and summer
    • Work with current groups to implement a referral reward
  2. Communication/Marketing/Website
    • Communicates and coordinates the many aspects of filing the non-summer camp schedule with rental groups.
    • Provides great guest services, including, but not limited to: answering phones and being the first contact for rental groups, responding and sending guest service information via e-mails and replying to phone messages, maintain accurate records of group rental and group income, providing on site camp
    • Manage and coordinate group contracts and
    • Maintains camp and conference center at maximum usage as practical as
    • Work in outreach efforts with the local
    • Update website as
    • Work with the Guest Service dept. staff on a marketing plan for group
    • Communicate with other dept. managers and work with other dept. managers to ensure housekeeping/property/food service is ready for each group as outlined in the
    • Manage group evaluation information and share with camp staff as
    • Act as listening post for guests' compliments and
    • Ensure Campbrain is being properly
  3. Providing Leadership to Group Coordinator and secondary hosts
    • Utilize Group Coordinator(s) to assist in the administration and customer service side of
    • Oversee the hosting duties of camp
    • Continually monitor and evaluate hosting staff (including secondary hosts)
    • Train staff in the hosting duties that will assist in their job performance as well to benefit camp.
    • Work with Operations manager to ensure camp is always cleaned and maintained while a group is onsite.
    • Preform annual written evaluations for the
    • Work with Guest Service Team to run snack
  4. Office/HR duties
    • Assist Site Manager and utilize Guest Service Staff in all office duties including invoices, processing credit card statements, submitting to AP workflow, payroll, deposits, USDA submissions and
    • Assist Site Manager with employee personnel files and other HR related
  5. Snack Shop
    • Order needed supplies for snack shop sales (with approval)
    • Ensure snack shop is properly staffed according to
    • Ensure money handling is properly being accomplished according to TSA
    • Ensure snack shop is cleaned and organized

  6. In preparation for the summer camping season, the GSM will additionally help with the following:

    • Assist in preparation for the summer camping ministry as needed and
    • Be the Child Safety Coordinator for the summer camping ministry. This includes, but is not limited to: lead Protecting The Mission training for staff, development and implementation of necessary tools to provide resources to staff and campers about child safety, make all necessary reports to DHQ/THQ, assist in the transportation of campers as needed


Working Conditions

Ability to walk, stand, bend, squat, climb, kneel and twist on an intermittent or sometimes continuous basis. Ability to grasp, push, pull objects such as files, file cabinet drawers, and reach overhead. Ability to operate com uter, fax and tel hone. Abilit to lift up to 25 lbs.

Minimum Qualifications

  1. Ability to effectively communicate orally and in writing
  2. Visual and auditory ability to identify and respond to environmental and other hazards of the site and facilities, camper and staff behavior
  3. Physical mobility and endurance to perform tasks while standing or walking for long periods of time (60 minutes or more)
  4. Ability to lift 50 pounds or more. Ability to sit, walk, stand, bend, squat, climb, kneel and twist on an intermittent or sometimes continuous basis as needed to perform necessary duties.

Skills, Knowledge and Abilities,

  1. Knowledge of The Salvation Army mission, philosophy, culture, protocol and organizational
  2. Must have ability to work well independently in a detailed, professional and courteous manner.
  3. Combination of college education, training and experience in the camping
  4. Friendly and personable. Excellent customer service skills
  5. Must be 21 years or
  6. A team player; must work well with
  7. Experience in supervision of
  8. Must have good communication skills, and pay close attention to detail.
  9. Required to have a thorough knowledge of building policies, procedures and event requirements.
  10. Word processing experience. Familiarity with Microsoft Windows, Word and Excel especially
  11. Possess a valid CA driver's
Qualifications
Licenses & Certifications Driver's License (preferred)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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