Guest Relations Staff

Northgate Resorts; Kerrville (TX); On-site; USD 17,000 - 22,000; Full time

Job summary

Northgate Resorts seeks a Guest Relations Staff member for seasonal full-time or part-time work at our Kerrville, TX resort. You will assist guests during express check-ins, escort them to their sites, and provide concierge-style information to enhance their stay.

Responsibilities include managing reservations, upselling services, and enforcing park rules while maintaining a friendly, upbeat demeanor. Teams report to the Guest Relations Supervisor.

Qualifications

• Customer service experience preferred.
• Basic computer skills required.
• Excellent communication, customer service, and problem-solving skills.
• Ability to multi-task and work in a fast-paced environment.
• Willingness to work nights, weekends, and holidays.

Responsibilities

• Check guests in and escort them to lodging or RV sites.
• Provide guidance and answer guest questions; act as concierge for local opportunities.
• Upsell ancillary sales (firewood, ice, golf carts) and deliver promptly.
• Enforce park rules and quiet hours.
• Document notes in POS/reservation system and escalate issues as needed.
• Submit work orders to proper departments and follow guest recovery guidelines.

Skills

Customer service

Communication

Problem-solving

Multitasking

Positive attitude

Attention to detail

Tools

POS system

Reservation system

Tablet usage

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 full-time or part-time position and reports to the Guest Relations Supervisor.

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
• Other Essential Duties
  • Engage with guests to foster a relationship with the guests, and 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 **escalate** 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

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 personally
• Strong 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

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.