Gate Lead - Stone Mountain Campground

Gate Lead - Stone Mountain Campground

The Hospitality Worker Lead is responsible for ensuring guest satisfaction by booking reservations, assisting with guest needs, and resolving or escalating any guest concerns or issues. May also be responsible for oversight or delegation of responsibilities within the guest services operation including luggage transport.

Job Responsibilities:

• Schedules and assigns daily work assignments of the guest services team and oversees completion of tasks
• Trains and guides guest service staff on job duties, customer service, systems, and procedures
• Greet and provide customer service to guests while anticipating their needs
• Responsible for performing service recovery to patients/customers who have received unsatisfactory service
• Book reservations and coordinate registration
• Operate a register and/or software system to complete cash and credit card transactions
• Answers phone calls and emails and deliver messages as needed
• Maintains excellent customer service and positive attitude towards guest, customers, clients, co-workers, etc.
• Reconciles disputed guest charges
• Participates in Quality Assurance Programs and reviews to address areas in need of improvement

Qualifications:

• Supervisory experience in a related role preferred
• Previous guest services experience required
• High school diploma or equivalent required
• Demonstrates excellent customer service skills
• Demonstrates interpersonal and communication skills, both verbal and written
• Demonstrates organization skills, accuracy, and attention to detail

This role may have physical demands including, but not limited to, lifting, bending, pushing, pulling and/or extended walking and standing. This role may also require uniforms and/or usage of Personal Protective Equipment (PPE).