Outdoor Guest Service Manager - Temecula KOA at Vail Lake

Vail Lake Resort; Temecula (CA); On-site; USD 28,000 - 40,000; Full time

Benefits offered by this job

Health insurance

Simple IRA

Competitive hourly rate

Job summary

Kampgrounds Enterprises, Inc, operating the Temecula KOA at Vail Lake Resort, seeks a full-time guest services lead. You will supervise staff, coordinate across departments, and ensure guest satisfaction during peak hours and overnight shifts.

Responsibilities include hiring support, enforcing policies, and maintaining campground operations while coordinating with the AGM for trainings and program updates.

Qualifications

• Proficient in Microsoft Office and internet applications.
• Customer service experience in tourism or hospitality, or leadership of a team.
• Ability to lift 50 lbs.
• Sit/stand for long periods.
• Holds a valid driver’s license.

Responsibilities

• Assist AGM with hiring staff and training.
• Coordinate with team/department leaders and disseminate information.
• Enforce campground policies and manage guest relations.
• Schedule staff based on campground occupancy.
• Lead guest interactions and resolve service issues while ensuring cleanliness.
• Oversee light custodial tasks and after-hours guest support.

Skills

MS Office

Customer service

Team leadership

Physical strength

Driver’s license

Job description

Description

Company Background

Kampgrounds Enterprises, Inc is a third-generation family business in the Outdoor Hospitality sector with a long history of owning and operating award-winning campgrounds. Our goal is the be one of the premier campground operators in the country offering exceptional customer service while providing families the opportunity to create memories around the campfire.

Property Information

The Temecula KOA at Vail Lake Resort is an outdoor campground destination located in beautiful Southern California among a grove of oak trees. It is a year-round park offering camping close to the Temecula wine country, beautiful Vail Lake, and has miles of mountain bike, horse, and hiking trails. We have over 400 RV sites and 26 units of accommodation on the property with a plan for continued renovation. Our staff strives to create a great camping experience for our guests by offering excellent customer service, outstanding amenities, and the opportunity to create memories to last a lifetime!

Working hours:

• Reports to the Assistant General Manager (AGM)
• Full-time – 40/week
• Compensation - $25/ hour & up depending candidate's experience, subsidized health insurance & Simple IRA plan after completed milestones
• Schedule: Thursday 1:30pm-10pm, Friday & Saturday 2:30-11pm, Sunday 10am-6pm, Monday 8:30am-5pm
• Daily hours should best fit the team needs but primarily during high traffic hours
• Must include Friday evening for the main check in rush
• Schedule should over-lap with the AGM by 2-3 days
• Assumes 4 scheduled shifts per week
• Assumes 1 support/admin days per week
• 85% of time spent on shifts and in the park, 15% on other duties

Administrative tasks:

• Meet with AGM individually once per week
• Coordinate with other Team/Department leaders as necessary
• Help disseminate information on project plans, policy changes and other information to individual teams
• Assist AGM with completion of required trainings/HR tasks for department
• Enforce campground policies and implement solutions consistent with the goals of the park
• Proactive guest management
• Ensure all guest service staff are prepared to welcome after hours guests
• Coordinate delivery of guest and staff packages/goods throughout the property

Leadership Responsibilities:

• Assist with the hiring of staff for team
• Orientation and training of new hires
• Cover shifts for the department as necessary
• Help to resolve and coordinate customer service recovery
• Communicate directives and assign tasks to staff with professionalism
• Clearly communicate with guests in a professional and courteous manner
• Efficiently schedule staff based on campground occupancy

Guest Service Shift Duties:

• Take lead in guest interactions, both positive, corrective and de-escalation
• Respond to customer service issues in the campground, lake & biking areas
• Light Custodial work to maintain high standard of cleanliness in all facilities
• Filling LP gas tanks during office hours
• Light pool maintenance
• Help facilitate the day use pass for mountain bike guests
• Ensure all campsites and patios are prepared and cleaned for the next guest

Requirements

Skills required:

• Proficient in Microsoft Office and other internet applications
• Customer service/Tourism/Hospitality Experience – or like leadership of a team
• Ability to lift 50lbs
• Sit/Stand for long periods of time
• Hold a valid driver’s license

Preferred Skills:

• Bilingual is valued
• Ability to problem solve
• Organized
• Interpersonal communication skills