Walnut Hills: Guest Services Team Member

Team Outsider; Staunton (VA); On-site; USD 19,286 - 24,796; Full time

Job summary

Team Outsider in Staunton, VA is seeking a Guest Services Team Member to be the first voice guests hear and the first face they see when they arrive. You will help families plan vacations, welcome campers with genuine hospitality, answer questions, solve problems, and create experiences that keep guests returning year after year.

If you love helping people, thrive in a fast-paced environment, stay organized, and believe that the little details make a big difference, we'd love to meet you.

Qualifications

• Hospitality or customer service experience is helpful but not required.
• Willingness to work evenings, weekends, and holidays.
• Comfortable using computers and reservation software.
• Ability to stay organized and patient with guests.

Responsibilities

• Welcome guests with warmth and professionalism.
• Answer incoming calls and assist with reservations.
• Check guests in and out using campground systems.
• Process payments with accurate cash handling.
• Share information about amenities, events, and local attractions.
• Recommend retail items and services that enhance stays.
• Resolve guest concerns or connect them with the right team member.
• Maintain organized guest records and documentation.
• Keep front desk and guest areas clean and inviting.

Skills

Customer service

Communication

Organization

Teamwork

Tools

Reservation software

Job description

About Team Outsider

We’re on a mission to be the most hospitable team in the world!

At Team Outsider, we spend our time delivering extraordinary hospitality to our guests at our rapidly growing portfolio of campgrounds and car care centers nationwide. We are on a mission to be the most hospitable team in the world, and to achieve our mission, we need your help!

• We put our team first : We believe that the most important hospitality we extend is to our team members. The way we treat one another sets the tone for how we treat everyone.
• We make them say “WOW!” : We are determined to "WOW!" our team members, guests, communities, and our partners with every interaction.
• We express gratitude : We appreciate that our team members and guests have many options for where to spend their time. We are committed to exemplifying that they've made the right decision.
• We get better every day : We’re always growing, learning, and ready to drive change. When we stumble, we admit fault and get back on our feet. We are in the constant pursuit of excellence.
• We are steadfastly resourceful : We do more with less and will do everything it takes to overcome a challenge.
• We give back : We strive to leave the biggest positive impact on the communities where we operate. Their success is our success, and we want to see them win.

About This Role

At Team Outsider, we're on a mission to be the most hospitable team in the world.

Every unforgettable camping trip begins with a great first impression, and that's where you come in.

As a Guest Services Team Member, you'll be the first voice guests hear when they call and one of the first faces they see when they arrive. You'll help families plan vacations, welcome campers with genuine hospitality, answer questions, solve problems, and create the kind of experience that keeps guests coming back year after year.

If you love helping people, thrive in a fast-paced environment, enjoy staying organized, and believe that the little details make a big difference, we'd love to meet you.

Why You'll Love This Role

Every day is different. One moment you'll help a family plan their first camping adventure, and the next you'll welcome returning guests who have been visiting for years.

You'll become an expert on your campground, local attractions, and everything guests need to have an incredible stay. Most importantly, you'll play a direct role in creating lifelong memories for thousands of families each season.

What Success Looks Like

Our Guest Services Team Members don't just answer phones and check guests in. They create exceptional experiences.

You’ll be successful in this role by:

• Delivering warm, friendly, and personalized service from the first phone call through departure
• Accurately managing reservations, payments, and guest information
• Helping guests discover products, services, and experiences that enhance their stay
• Solving guest concerns with confidence, empathy, and professionalism
• Creating seamless arrivals and departures that earn 5-star reviews
• Working closely with Housekeeping, Maintenance, and campground leadership to ensure every guest has an outstanding experience

What You’ll Do

• Welcome guests with warmth, professionalism, and enthusiasm
• Answer incoming phone calls and assist with reservations
• Check guests in and out using our campground reservation systems
• Process payments and maintain accurate cash handling procedures
• Share information about campground amenities, events, activities, and local attractions
• Recommend retail items, firewood, rentals, and other offerings that enhance each guest’s stay
• Resolve guest concerns or connect them with the appropriate team member
• Maintain organized guest records and accurate documentation
• Keep the front desk and guest areas clean, organized, and inviting

We’re Looking For Someone Who

• Naturally enjoys helping people
• Communicates confidently in person and over the phone
• Is organized and pays close attention to detail
• Lears new technology quickly and enjoys working with systems
• Remains calm and positive during busy periods
• Takes ownership instead of waiting for someone else to solve problems
• Works well as part of a team
• Wants to continuously learn and improve

Previous hospitality, retail, customer service, campground, hotel, restaurant, or tourism experience is helpful, but not required. We’ll teach you everything you need to know if you bring the right attitude.

What You’ll Need

• Reliable transportation to and from work (if commuting)
• Ability to work evenings, weekends, and holidays as needed
• Comfortable using computers, reservation software, and mobile apps
• Ability to remain on your feet for portions of the day
• Ability to communicate professionally with guests and teammates

Come help us create extraordinary outdoor hospitality, one guest at a time.