Guest Relations Staff

Northgate Resorts; Fentress (TX); On-site; USD 16,531 - 20,664; Part time

Job summary

A family camping resort in Fentress, Texas is seeking seasonal Guest Relations Staff. In this part-time role, you will provide outstanding assistance to guests by checking them in, resolving complaints, and ensuring an enjoyable experience. Responsibilities include guiding guests, maintaining the retail store, and preparing meals in the cafe. Ideal candidates should have customer service experience, excellent communication skills, and be willing to work flexible hours including nights and weekends.

Qualifications

• Preferred customer service experience.
• Ability to handle issues and take quick action.

Responsibilities

• Provide guidance and service option explanations to guests.
• Check in guests and escort them to their sites.
• Maintain cleanliness and organization of retail store.
• Prepare and clean meal preparation areas in the cafe.
• Engage with guests and fulfill their requests.

Skills

Customer service skills

Problem-solving skills

Excellent communication

Attention to detail

Ability to multi-task

Job description

Northgate Resorts owns and manages the most awarded Camp-Resort portfolio in the nation. Our passion is creating family camping memories for our guests – memories that will last a lifetime! We don’t do this as individuals, but as a passionate team that cares about making a difference in our guests’ lives. We endeavor to be a highly effective, lean, and fast-moving organization.

The Guest Relations Staff is responsible for providing outstanding assistance, complaint resolution, and an overall wondrous experience to camp-resort guests. The Guest Relations Staff will work the Express Check-ins, escort guests to their sites, and canvas the resort to assist guests during their stay. This is a SEASONAL, part-time position and reports to the Assistant General Manager.

DUTIES & RESPONSIBILITIES

• Guest Interactions
  • Provide guidance and explain service options to accommodate guest needs
  • Ensure guest reservations are accurate and consistent with company policies
  • Be the first point-of-contact for guests’ arrival by checking them in and escorting them to their lodging or RV site
  • Act as a concierge for transient guests - understanding local opportunities and answering guest questions or directing them to the appropriate person
  • Upsell ancillary sales (firewood, ice, golf carts, etc.) and deliver or provide guests promptly
  • Enforce park rules, including quiet hours
• Retail Store
  • Assist guests in finding merchandise
  • Ensure store is clean, neat, organized, and well-stocked
  • Accurately process cash, credit, and gift card transactions using point of sale system
  • Assist with merchandise inventory
  • Ensure cash handling procedures are followed
  • Participate with other projects and activities as assigned
  • Assist with:
    • Stock shelves or remove items that are expired
    • Assist customers with questions
    • Participate with other projects and activities as assigned
• Cafe
  • Set up workstations with all necessary ingredients and equipment
  • Prepare ingredients and equipment for meal preparation
  • Clean and breakdown meal preparation areas, including cleaning all equipment, floors, and walls
  • Proper storage and labeling of food products according to health department guidelines
  • Ensure all meals meet presentation expectations
  • Maintain a sanitized and orderly environment
  • Check the quality of ingredients
  • Monitor and rotate stock to ensure fresh ingredients at all times
  • Participate with other projects and activities as assigned
• Other Essential Duties
  • Engage with guests to foster a relationship & to communicate and follow-through on any guest requests
  • Understand POS and reservation system and use a tablet to document all notes
  • Communicate with all departments and elevate any issues as necessary
  • Submit work orders to proper departments as needed.
  • Follow the guest recovery service guidelines

EDUCATION/TRAINING/EXPERIENCE

• Customer service experience preferred
• State required food handlers certification preferred, not required

QUALIFICATIONS/REQUIREMENTS

• Basic computer skills
• Provide quality guest interactions with consistent upbeat, fun, and energetic personality at all times
• Excellent communication, customer service, and problem-solving skills
• Can handle issues as they arise and take quick action to resolve them personallyStrong attention to detail, speed, and accuracy
• Ability to multi-task and work in a fast-paced environment
• Strong work ethic and a positive attitude
• Required to work nights, weekends, and holidays
• Work with minimal supervision
• Maintain a positive work environment by acting and communicating in a manner so that you get along with customers, clients, vendors, coworkers, and management
• Able to lift up to 50 lbs

ESSENTIAL PHYSICAL DEMANDS

• Able to lift up to 20 lbs
• Must be able to stand outside in any weather conditions for extended periods
• Must be able to remain in a stationary position
• Continuously climb, balance, stoop, kneel, bend, crouch, and crawl
• Able to manipulate fingers, hands, and arms to reach, carry, serve, etc.

Northgate provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Northgate is also a proud participant of the E-Verify Program. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.