Guest Services Leader - Front Desk & Guest Experience

Kampgrounds of America, Inc.; Sunbury (Northumberland County); On-site; USD 19,000 - 30,000; Full time

Job summary

Kampgrounds of America, Inc. (KOA) is seeking a Guest Services Lead to supervise front desk operations, register guests, issue keys and manage payments to ensure a seamless guest experience.

The GSL will lead scheduling, staff training, and customer service standards while resolving guest concerns with professionalism and courtesy, and coordinating across departments to maintain campground operations.

Qualifications

• High School Diploma or equivalent.
• Fluent English, both spoken and written.
• Strong communication, collaboration and delegation skills.
• Ability to motivate, lead and develop employees.
• Budget reading and maintaining financial records.

Responsibilities

• Evaluate front-office team performance and aid GM/AGM in hiring, training, and setting customer service standards.
• Assist with scheduling to ensure adequate staffing for occupancy.
• Resolve guest concerns and complaints in a thoughtful, professional manner.
• Knowledge of guest reservation program and efficient use of systems.
• Prepare reports related to procedures, efficiency, sales and scheduling.
• Ensure logging and delivery of messages, packages and mail.
• Understand and communicate all rates, packages and promotions.
• Maintain communications and teamwork with associates and other departments.
• Oversee check-in/check-out in a friendly, efficient manner.
• Answer guest inquiries promptly and professionally.
• Maintain cash controls following KOA procedures.
• Uphold high standards of professionalism, service, quality and cleanliness.
• Increase revenues through up-selling of ancillary services.

Skills

Communication

Leadership

Decision-making

Budget management

Customer service

Education

High School Diploma or equivalent

Tools

Reservation program

Job description

Kampgrounds of America, Inc. (KOA) is seeking a Guest Services Lead to supervise front desk operations, register guests, issue keys and manage payments to ensure a seamless guest experience.

The GSL will lead scheduling, staff training, and customer service standards while resolving guest concerns with professionalism and courtesy, and coordinating across departments to maintain campground operations.