Reservations Specialist

Reservations Specialist

The Reservations Specialist is responsible for managing the year-round registration and reservation process for Forest Home program guests. This position provides excellent customer service, maintains accurate reservation data, and supports church partners and ministry organizations throughout the event planning lifecycle.

The Specialist collaborates closely with Operations, Program Directors, and the Partnerships Team to ensure a high-quality guest experience and the successful execution of Forest Home's mission.

Essential Duties & Responsibilities

Reservations Duties

• Assist church partners and families with reservations by answering inquiries, providing availability information, and gathering required forms and documentation.
• Maintain accurate reservation and guest information in the Reservations System (e.g., CircuiTree), CRM tools (e.g., HubSpot), and project tracking platforms (e.g., ClickUp).
• Create and update itineraries, reports, communication logs, forms, and financial documents with accuracy and confidentiality in accordance with Forest Home policies.
• Process required paperwork, including medical consent forms, voluntary disclosure forms, and campership applications.
• Prepare weekly checklists to ensure event readiness and departmental alignment.
• Review and reconcile reservation records prior to event execution.

Customer Support

• Serve as the primary point of contact for church/group leaders, families and guests, providing timely, professional, and courteous communication.
• Respond to all emails and calls by the next business day with accurate and helpful information.
• Train and guide group leaders through the reservation process to ensure organizational and guest needs are met.
• Maintain a gracious, service-oriented, and Christ-like attitude in all interactions.

Administrative Duties

• Prepare guest check-in materials, including printed packets, nametags, keys, and wristbands.
• Conduct on-site check-in for groups and individual registrants, including weekend events such as winter programs.
• Follow up with group leaders and guests to ensure all balances are paid promptly.
• Create church rosters, organize and maintain rooming lists for church partners and families, and coordinate key distribution.
• Ensure compliance with Forest Home cash-handling and financial procedures when collecting and processing payments (checks, ACH, credit card transactions).
• Depositing of all checks for Guest Retreats and Program Reservations.

Contracts & Financial Management

• Oversee the distribution and management of Youth, Children & Family Camp scholarship funds to ensure eligible guests and groups receive appropriate financial support.
• Send out and manage all group contracts to ensure timely execution and compliance with Forest Home policies.
• Proactively follow up with group leaders, families and guests to ensure all remaining balances are paid promptly.
• Follow Forest Home cash-handling and financial procedures when processing payments via checks, ACH, or credit card.

Communication & Coordination

• Support the Senior Director of Guest Retreats & Reservations and sales coordinators in achieving annual program attendance goals and stewarding the guest experience.
• Maintain active coordination with the Sales & Reservations to align on housing sheets, booking accuracy, and database management.
• Partner with Program Directors and Managers to advocate for guest needs and ensure the successful execution of Forest Home's mission during seasonal events.
• Work closely with Accommodations and Operations to organize rooming lists, coordinate key distribution, and manage housing logistics for all groups.
• Participate and coordinate pre-event planning meetings to ensure all departments are aligned on guest rosters and specific program requirements.
• Identify and implement process improvements across departments to enhance efficiency and the overall guest lifecycle.

Supervisory & Leadership Responsibilities

• Supervise seasonal staff members, including training, task assignment, and performance support.
• Hire, onboard, and supervise up to two additional seasonal Reservations staff during winter and up to 5 additional seasonal Reservations staff during summer.
• Support scheduling and workload allocation within the Reservations Department.

Program-Specific Responsibilities

• Provide registration support for Family Camp, Youth and Children's programs, and year-round conferences.
• Send and coordinate pre-arrival emails for Family Camp and Youth and Children's programs.
• Manage check-in for all camp programs year-round.
• Oversee registration and administrative support for the Radiant Discipleship Program.
• Support sales efforts for Youth and Children's ministry programs.
• Coordinate rebooking for Youth and Children's programs annually, including on-site rebooking for Family Camp.

Other Responsibilities

• Maintain regular, timely attendance and a flexible schedule that may include weekends.
• Participate in Staff Meetings and Forest Home spiritual life activities.
• Perform other duties as assigned.

Education & Experience Requirements

• 3+ years of experience in guest services, reservations, event coordination, or related field.
• Strong interpersonal communication skills and commitment to hospitality.
• Highly organized with excellent attention to detail and follow-through.
• Proficient in CRM, registration, or reservations software.
• Ability to manage multiple deadlines in a dynamic environment.

Preferred:

• Experience in a camp, retreat center, or ministry environment.
• Knowledge of group housing, event logistics, and guest communication best practices.
• Experience working in nonprofit or faith-based settings.

Qualifications

• Uphold and support Forest Home's Mission, Vision, and Core Values.
• Demonstrate a professional attitude through performance, appearance, and demeanor.
• Ability to pray with guests and staff when appropriate and represent Forest Home's Christian mission in interactions.
• Active participation in staff spiritual life activities.
• Flexible, dependable, and able to perform a variety of tasks.
• Signed Statement of Faith.
• Excellent customer service, verbal, and written communication skills.
• Strong teamwork skills and a servant-hearted, Christ-like approach.
• Self-starter with the ability to streamline processes and complete high-quality work.

Physical Demands

• Regularly required to stand, walk, sit, and perform administrative tasks.
• May lift, push, or pull objects up to 20 pounds.
• Requires visual acuity for reading and computer work, and sufficient speaking/hearing ability to communicate in person and by phone.

Reasonable accommodations may be made for individuals with disabilities.

Work Environment

• Primarily office-based with occasional outdoor exposure during guest check-in or events.
• Noise levels vary from moderate to loud depending on campus activity.
• May involve occasional work in varying weather conditions.

Forest Home Employment Statement

Nothing in this job description restricts management's right to assign or reassign duties at any time. All terms and conditions of employment, duties, and responsibilities are subject to the Forest Home Employee Handbook. This job description may be modified as business needs evolve.

Forest Home Core Values

• Surrender to Christ (Romans 12:1-2)
• Abide with the Lord daily through study of His Word and prayer
• Surrender to the Lord daily through obedience to His Word
• Worship the Lord with the Forest Home Community
• Commit to grow in your faith through regular attendance at a local church
• Prioritize God, Family, and Work appropriately
• Be prepared to share your testimony with staff or guests
• Walk in Biblical purity (1 Timothy 4:12) by rejecting one's sinful nature
• Love (I Corinthians 13)