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. We are a team of fun seekers, out of the box thinkers, and creators of unforgettable experiences! Northgate Resorts was founded in Grand Rapids, Michigan in 2013. Since then our team has grown to thousands of talented individuals serving millions of campers each and every year. We love what we do, which is only possible because of our incredible team! And we are always looking for individuals to join us. Perks & Benefits of Working At Northgate Resorts Apart from amazing locations both at our campgrounds and home office, stellar teams, and more, check out what Northgate Resorts has to offer. *Below benefits do not apply to all employees. To see a full list of benefits talk to your manager during the hiring process. VACATION DISCOUNTS Enjoy the park plus give your family and friends deep discounts during the season. Daily Pay Get paid more frequently with our daily pay schedule. EMPLOYEE APPRECIATION Free lunch in the summer, shout outs from your coworkers, and more. 401k MATCH Start saving for retirement with a 401k plan and matching contribution. MEDICAL, DENTAL, VISION Pick the plans that work for you and enjoy partial coverage for all health insurance. Pet Insurance Enjoy coverage for your furry friend with our latest benefit of pet insurance. What is a work camper? Simply put: It’s someone who works and camps at our resorts for short-term or seasonal periods. Work campers earn their standard wages and receive a discount on their campsite, in exchange they commit to being available for work as required. Northgate Work Campers Receive a 20%* discount on your seasonal site. Earn credit towards your site balance per hour worked. All of the perks of being a Northgate Resorts Team Member. Save gas & time on your daily commute. Embrace the, “work hard, play hard” lifestyle! We are looking for Work Campers who bring a strong work ethic, award winning customer service, and a taste for fun. Northgate is more than a Campground. It’s an amazing Camp-Resort for families looking to disconnect from the world’s distractions and reconnect with each other while nestled in beautiful scenic outdoor settings. We are looking for Work Campers who bring a strong work ethic, award winning customer service, and a taste for fun. Northgate Resorts offers a wide range of internships that provide students with hands-on hospitality experience while directly contributing to creating family camping memories for our guests. Internships in departments such as marketing, operations, revenue, and more. Northgate is more than a Campground. It’s an amazing Camp-Resort for families looking to disconnect from the world’s distractions and reconnect with each other while nestled in beautiful scenic outdoor settings. We are looking for College Interns who are looking to learn the skills needed to succeed in their career and who have a passion for collaboration, teamwork, and customer service. We employ interns at each of our Camp-Resorts and our Home Office. At Northgate Resorts, we create memories that last a lifetime not just for our guests but for our international students as well. Students have the opportunity to discover what it’s like to live and work at one of our many campgrounds across the country. Northgate looks to employ Students who love having a great time, and love to make our guests do the same. Northgate’s staff are a part of our extended family. Come be a part of all the fun we are having! Northgate partners exclusively with InterExchange Work and Travel for hiring our J1 visa international students. For more information please visit their website at or email our recruiting team at View email address on click.appcast.io Northgate is more than a Campground. It’s an amazing Camp-Resort for families looking to disconnect from the world’s distractions and reconnect with each other while nestled in beautiful scenic outdoor settings. We are looking for International Students who bring a strong work ethic, award winning customer service, and a taste for fun. #J-18808-Ljbffr