Guest Services Specialist

Job Description

Job Description

This position is critical to the ministry of Sky Ranch and contributes directly to our mission of leading youth and families to know and follow Christ . The Guest Services Specialist supports the ministries of Sky Ranch by providing an excellent and safe experience for our Retreats and Camp guests, with a goal of exceeding guest expectations in the overall experience. As one of the ministrys front-line positions, the Guest Services Specialist aids in processing and organizing information that enables Sky Ranch to provide excellent service to its guests. This position is also responsible for assisting in the ministrys sales and marketing and reports to the Guest Services Director for the daily administration of duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Register guests and campers. Including but not limited to:
  • Process registration requests.
  • Assist parents in making changes to camper records
  • Modify records in Database to reflect the desires of parent.
  • Assist other departments in registration for special activities/charge for special services.
  • Assist families/campers in managing their account balances and customizing their camp experience- including summer ranch bank.
  • Collect camper balances prior to camp attendance and balances after the conclusion of camp.
  • Check daily waiting list. Call appropriate people off waiting list and put in database.
• Assist guests and campers with check in/check out process. Including but not limited to:
  • Assist with assigning cabins as needed.
  • Assist guests upon arrival and departure from camp with registration needs.
  • Verify all campers are on camp and call families if necessary to verify in the drop off process specifically.
  • Manage camper sign in and out.
• Assist with Sky Ranch communications with guests and campers. Including but not limited to:
  • Assist in mailing out appropriate packets for campers at certain times of year.
  • Send camp communications throughout the year to families with registrations.
  • Answer phone calls, email, and chat requests from camper families.
• Generate reports from registration database for various departments as needed.
• Provide mentorship, training, and guidance to seasonal summer Guest Services staff.
• Answer all incoming calls and respond promptly to email.

OTHER DUTIES AND RESPONSIBILITIES

• Other duties and responsibilities that may be added from time to time based on the needs of the organization.

QUALIFICATIONS:

EDUCATION

• Bachelors degree or equivalent experience.

EXPERIENCE

• Minimum of one year of business experience, or equivalent Sky Ranch Camper knowledge, preferably in a call center or camping environment.

KNOWLEDGE

• Knowledge of principles and processes for providing excellent customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Proficient working knowledge and ability to use various office software including, but not limited to, Microsoft Word, Excel, Outlook.
• Basic internet and social media skills.

SKILLS AND ABILITIES

• Excellent interpersonal skills, and relationship building skills.
• Encouraging and building mutual trust, respect, and cooperation among team members.
• Ability to relate positively, influentially, and sensitively to a broad spectrum of persons in a variety of multi-tiered relationships and settings to include but not limited to co-workers and peers.
• Ability to investigate and analyze information and draw conclusions.
• Ability to exercise independent thinking and initiative.
• Ability to speak clearly and be understood in face-to-face interactions; to articulate with accuracy on the telephone and through e-mail. Excellent listening skills.
• Excellent, professional written communication skills.
• Excellent organizational skills: ability to multi-task and manage a variety of tasks.
• Ability to maintain confidentiality.
• Ability to communicate the vision of Sky Ranch to both internal and external customers.

EXTERNAL CONTACTS

• Prospective campers, families, and guests.

EQUIPMENT AND PROPERTY

• Office equipment.

PHYSICAL DEMANDS

• No or very limited physical effort required. Ability to use up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently to move objects.
• Ability to grasp, push, pull, carry, or otherwise manipulate objects; ability to perform tasks requiring action of muscles or groups of muscles and foot and/or hand-eye coordination.

WORK ENVIRONMENT

• Works indoors in normal office environment majority of the time.
• Ability to travel to various geographic locations, including travel by car, and some overnight stays, including weekends.

OTHER
Commitment to Christian principles and teachings both professionally and personally. Must be able to fully support Sky Ranchs Doctrinal Statement. An active membership in a church whose spiritual beliefs are aligned with Sky Ranchs Doctrinal Statement.

Commitment to Sky Ranchs Vision, Mission, Values (Who We A.R.E.) and Principles (WOW, Stewardship, and Excellence) demonstrated in daily behavior.

Must demonstrate annually a clear background check and review of child safety practices as required for camp accreditation by the American Camping Association.

Possess personal spiritual discipline that models a proactive approach toward personal, spiritual, and relational health.