Guest Relations Supervisor

Guest Relations Supervisor

Northgate Resorts owns and manages the most awarded Camp-Resort portfolio in the nation. Our passion is creating family camping memories for our guests memories that will last a lifetime! We don't do this as individuals, but as a passionate team that cares about making a difference in our guests' lives. We endeavor to be a highly effective, lean, and fast-moving organization. The Guest Relations Supervisor (age 18+) is responsible for managing the daily operations of our Reservations and Guest Relations department. This is a full-time position and reports to the Office Manager.

Duties & Responsibilities

• Administrative Duties
  • Responds to and/or resolves guest complaints as appropriate or escalates park/guest feedback to management as appropriate
  • Ensures the completion and proper communication/escalation of guest requests and other concerns to the appropriate department
  • Schedules staff, monitors payroll, and maintains compliance with a payroll budget
  • Conducts daily stand up meetings with the Guest Relations team to prioritize the day and facilitates feedback from staff members
  • Participates in recruitment and selection of talent for the Guest Relations team
  • Participates in the development and execution of training programs for new hires as well as ongoing training for staff members
• Daily Duties
  • Supervises daily front desk operations
  • Answers incoming phone calls, live chat, and emails on time
  • Provides guidance and explain service options to accommodate guest needs
  • Ensures guest reservations are accurate and consistent with company policies
  • Ensures the daily success of check-in standards and operational efficiencies both at the front desk and outside with escorts and express check in's
  • Supervises camper escort program - from initial check in to directing guests to the cabin or campsite
  • Provides coaching, encouragement, and recognition to staff members regularly
  • Monitors the performance of agents, providing real time feedback and coaching
  • Ensures front desk and lobby areas are clean, organized, and adequately stocked for the daily operations; ensures safety standards are met
  • Ensures the express check-in area is clean, organized, and any necessary temporary signage is displayed (stop sign, RVs only, etc.)
  • Participates in staff performance management, including employee reviews, corrective action, investigations, conflict resolution, etc.
  • Maintains quality of operations by ensuring service excellence, ensuring adequate inventory levels (wristbands, car tags, etc.), and operational equipment by troubleshooting, maintenance, and/or calling for repair
  • Monitors cash drawers and ensure cash handling procedures are followed
• Other Essential Duties
  • Collaborates with park and home office departments
  • Responds to guest inquiries using the company's service recovery guidelines
  • Utilizes and learn reservation system for daily planning
  • Participates in other projects and activities as assigned

Education/Training/Experience

• Experience in customer service, reservations, hospitality, and management preferred

Qualifications/Requirements

• Basic computer skills
• Strong organizational, motivational, and leadership skills
• Excellent communication, customer service, and problem-solving skills
• Strong attention to detail, speed, and accuracy
• Ability to multi-task and work in a fast-paced environment
• Strong work ethic and a positive attitude
• Required to work nights, weekends, and holidays
• Work with minimal supervision
• Maintain a positive work environment by acting and communicating in a manner so that you get along with customers, clients, vendors, coworkers, and management

Essential Physical Demands

• Able to lift up to 20 lbs
• Must be able to remain in a stationary position
• Continuously climb, balance, stoop, kneel, bend, crouch, and crawl
• Able to manipulate fingers, hands, and arms to reach, carry, serve, etc.

Northgate provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Northgate is also a proud participant of the E-Verify Program. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Employment with Northgate Resorts is contingent upon a successful completion of any background or reference checks requested by the company.