GUEST SERVICES REPRESENTATIVE

Kampgrounds of America, Inc.; West Yellowstone (MT); On-site; USD 18,000 - 25,000; Full time

Job summary

KOA West Yellowstone is seeking a Guest Service Representative to provide attentive, courteous service to guests before arrival and during their stay. You will register guests, issue keys, manage reservations and collect payments, while maintaining a clean, well-stocked store.

Ideal candidates speak fluent English, handle cash with care, and thrive in a fast-paced outdoor setting. Nights, weekends, and holidays are required; teamwork and strong communication are essential.

Qualifications

• Fluent English is required.
• Strong decision-making ability.
• Ability to communicate and manage conflicts.
• Working knowledge of operational procedures.
• Comfortable in a fast-paced, high-pressure environment.
• Ability to maintain confidentiality.
• Able to work nights, weekends and holidays.

Responsibilities

• Greet all guests at the front desk per KOA standards.
• Resolve guest concerns and complaints thoughtfully while maintaining campground standards.
• Prepare shift reports and downtime reports.
• Answer guest inquiries about campground amenities and local attractions.
• Log and deliver messages, packages and mail in a timely and professional manner.
• Maintain store displays and inventory control; communicate guest feedback.
• Increase revenues through up-selling and ancillary income.

Skills

Fluent English

Decision making

Communication

Operational procedures

Calm under pressure

Confidentiality

Flexible schedule

Job description

Summary:

The Guest Service Representative (GSR) is responsible for providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay. Accommodate campground guests by registering, issuing keys, keeping proper record of occupied sites, making and confirming reservations and collecting payments. The GSR maintains a clean, well-stocked and organized store.

Essential Duties and Responsibilities:

• Greet all guests approaching the front desk in accordance with KOA standards.
• Resolve guest concerns and complaints in a thoughtful manner while maintaining campground standards.
• Prepare reports as required, relating to shift checklist, and down-time reports.
• Answer inquiries from guests regarding campground amenities and local attractions.
• Ensure logging and delivery of all messages, packages and mail in a timely and professional manner.
• Establish and maintain good communications and teamwork with fellow associates and other departments within the campground and utilize proper radio etiquette.
• Adhere to policies regarding handling of cash drawer while following specific KOA cash and credit card handling procedures.
• Maintain high standards of professionalism, customer service, quality and cleanliness.
• Maintain store displays and inventory control as directed and communicate ideas and guest feedback.
• Increase revenues through up-selling strategies and profitability of ancillary income.

Non-Essential Duties and Responsibilities:

• 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.

Required Education and Experience:

• Hear and speak the English language fluently
• Strong decision-making ability
• Ability to communicate, ability to manage conflict
• Working knowledge of operational procedures
• Comfortable in a fast-paced and high-pressure environment
• Ability to maintain confidentiality
• Able to work nights, weekends, and holidays

Physical Demands and Working Conditions:

• Work is performed indoors and outdoors and may involve exposure to varying weather conditions
• Office work requires the ability to operate standard office equipment, computer, copier, keyboard, etc.
• Must be able to lift and carry up to 10 pounds regularly, lift or carry up to 25 pounds or more occasionally with assistance.
• Ability to stand for long periods of time.
• Ability to bend, stoop, kneel, crouch, climb, push, pull, reach overhead and move safely over uneven terrain.
• Use of repetitive motion, standing, bending, sitting, lifting, and walking.
• Noise levels may be moderate to loud.
• May be exposed to dust, pollen, grasses, landscaping, and various chemicals and moving mechanical equipment.
• Use of personal protective equipment required where necessary.
• Will experience occasional interruptions and shifting priorities.
• Valid driver’s license required, this position may be expected to drive a motorized vehicle which requires close and distance vision, sitting, seeing and reading signs, traffic signals, etc.