WYS - GUEST SERVICES LEAD

ABOUT KAMPGROUNDS OF AMERICA, INC.   Kampgrounds of America, Inc. (KOA) is the world’s largest network of privately owned campgrounds and the leader in outdoor hospitality. KOA has 525 locations across the United States and Canada, including a mix of franchised and company-owned properties. KOA has approximately 90 employees at its corporate headquarters in Billings, Montana, and 1200 across its locations. Founded in 1962, the mission of KOA is “connecting people to the outdoors and each other,” and those who represent the brand share the values of being family-oriented, passionate, entrepreneurial, customer-focused, and progressive.   The owned and operated assets of KOA (OAK) is a division of KOA, Inc.’s overall operations, and is rooted in the mission and values of KOA. The current OAK portfolio consists of campgrounds in the United States and Canada.   REPORTS TO Assistant General Manager and/or Guest Experience Supervisor   POSITION 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 will supervise the operations of the front desk to maintain the highest productivity, employee morale, and guest service as possible. They will accommodate campground guests by registering, issuing keys, keeping proper record of occupied sites, making and confirming reservations and collecting payments.   SPECIFIC DUTIES Evaluate front-office team members' performance and aid AGM in hiring, training, encouraging teamwork, 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. Fully comprehend and execute all relevant phases of the front desk computer system. 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. Be familiar with all in-house groups. Establish and maintain good communications and teamwork with fellow associates and other departments within the campground. Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner. Answer all guest inquiries in a timely and professional nature. 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. Foster a work environment that maximizes employee involvement, morale and is dedicated to delivering KOAs Culture, Mission, Values and Goals. 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.    Note that 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.   EXPECTED RESULTS Demonstrates strong leadership skills with a professional attitude towards staff. Promotion of ancillary revenue streams. Trained and knowledgeable staff that can do their job timely and efficiently. Effectively control and manage all front office operations. Meet Quality Assurance standards.   JOB QUALIFICATIONS High School Diploma or equivalent Supervisory skills training or experience in related field is preferred Hear and speak the English language fluently Strong decision-making ability Excellent communication, collaboration, and delegation skills with ability to manage confrontation Ability to motivate, lead and develop a diverse team Strong working knowledge of operational procedures Comfortable in a fast-paced and high-pressure environment. Ability to read and maintain a budget Motivated, goal oriented and results driven Ability to maintain confidentiality Able to work nights, weekends, and holidays Valid driver’s license   PHYSICAL REQUIREMENTS Ability to stand for long periods of time. Must be able to lift to 50 pounds, lift and carry 25 pounds occasionally and 10 pounds regularly. Ability to bend, stoop, kneel, crouch, climb and move safely over uneven terrain. Able to work inside and outdoors and in various climates.   Kampgrounds Of America, INC. is an Equal Opportunity Employer and strives to provide an environment where all employees and applicants are treated with respect. The company is committed to fair treatment of all persons. This value ensures employees and candidates are treated equally and are protected from discrimination or harassment of any kind. All employment decisions shall be made without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors, or any other protected status.

Salary : $30,100 - $38,100