Guest Services Manager-Housing Provided

Job Description

Job Description

Pay range $25-$28

On-Site Housing Provided

The Salvation Army Mission Statement:

The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love for God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

BASIC PURPOSE

The Guest Services Manager is responsible for the overall guest services of Camp Del Oro including oversight of customer service, marketing and the hosting needs for guest groups. The Guest Services Manager seeks to create a great experience for all guests – from a group’s first contact with camp to the follow-up after a group’s departure. This position directly supervises group hosts, housekeepers, and service staff and is responsible for providing leadership for all aspects of the guest service side of camp including leadership of guest service employees. The Guest Services Manager is required to reside at camp for the benefit of The Salvation Army.

This position has four main functions: Administration, Leadership to Group Hosts and Housekeepers, Customer Service, Housekeeping.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Supervisory responsibility

Provide leadership in all aspects of the guest services including leadership of guest service employees.

Administration

1. Communicate and coordinate all aspects of filling the non-summer camp schedule with rental groups.
2. Provide great guest services, including, but not limited to: answering phones and being the first point of contact for rental groups, responding and sending guest service information via e-mails and replying to phone messages, maintain accurate records of group rental and group income, schedule and provide onsite camp tours.
3. Manage and coordinate group contracts and invoices.
4. Maintains camp and conference center at maximum usage as practical as possible.
5. Work with the Camp Advisory Council in outreach efforts with the local community.
6. Work with the Camp Director on a current marketing plan for group rentals
7. Communicate with Food Service Manager and work with him/her to ensure operations (housekeeping/property/food service) is ready for each group as outlined in the contract.
8. Manage group evaluation information and share with camp staff as appropriate.
9. Act as listening post for guests’ compliments and complaints.

Providing Leadership to Housekeepers and secondary hosts

1. Encourage the professional and spiritual growth of all staff under your care.
2. Oversee all permanent, temporary and on-call maintenance, and housekeeping staff.
3. Perform annual written evaluations for staff.
4. Develop work schedules for housekeeping and group host staff.

Customer Service

1. Evaluate our customer service to groups – ensuring that we provide the best service possible.
2. Implement a plan that keeps groups connected to camp throughout the year.
3. Ensure that Camp maintains consistent communication with groups and responds quickly to emails and messages.
4. Implement a feedback service to groups while they are onsite to improve customer service.
5. Assist the Camp Director to create and implement a marketing plan for guest groups and summer ministries.
6. Work with current groups to implement a referral reward system.
7. Work with the Food Service Manager to ensure all menus and dietary needs meet the Guest Group needs.
8. Oversee the hosting duties of camp:

1. Continually monitor and evaluate hosting staff (including secondary hosts)
2. Train staff in the hosting duties that will assist in their job performance as well to benefit camp.

• Work with the Maintenance Team to ensure camp is always cleaned and maintained while a group is onsite.
• Assist in other related areas of camp operation that may arise for the ministry of Camp Del Oro as assigned by the Camp Director or Divisional Youth Secretary.

KNOWLEDGE, SKILLS, ABILITIES AND OTHER QUALIFICATIONS REQUIREMENTS

1. High School Diploma or GED.
2. Bachelor’s Degree preferred.
3. 3-5 years of demonstrated management experience required.
4. 3-5 years of sales and marketing experience preferred.
5. 3 years’ supervisory experience required.
6. Must be a person of high integrity, and willing to support and promote the mission of The Salvation Army.
7. Must embrace, always support and reflect well on The Salvation Army’s mission and values through one’s professional responsibilities and behavior
8. Ability to follow and ensure adherence to The Salvation Army policies and procedures.
9. Excellent communication skills and experience in working with non-profits, churches and businesses.
10. Ability to speak and write the English language at a high and professional level.
11. Excellent and professional telephone etiquette and presence
12. Strong organizational skills with ability to utilize a high level of time management and handling multiple tasks.
13. Must be goal-oriented and self-motivated, with the ability to work individually as well as part of a team.
14. Must have the ability to empathize, communicate and work with a variety of people from diverse backgrounds.
15. Must be able to pass Background Check.
16. Computer literate, in Windows environment (Microsoft Office), Word, Excel, Access, Publisher, and Outlook.

PHYSICAL REQUIREMENTS:

1. Ability to sit, walk, stand, bend, squat, climb, kneel, and twist on an intermittent or sometimes continuous basis.
2. Ability to grasp, push, and/or pull objects such as files, file cabinet drawers, and to reach overhead.
3. Ability to operate computer, fax and telephone.
4. Ability to lift up to 25 lbs. or more.
5. Ability to process written, visual, and/or verbal information

Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position. The Salvation Army will attempt to satisfy requests as long as the accommodation needed would not result in undue hardship.

Driving Requirements: The employee will be required to drive a camp vehicle. The employee:

1. Must be 21 years or older.
2. Must possess a valid CA Driver License
3. Complete TSA driver safety course

Please Note: Due to the particular guest group or program in session, you may be asked to assist in other duties not directly listed in this job description. Because this position requires the employee to reside on site, the employee will be required to assist and/or oversee all emergencies as related to camp, especially in the absence of the Camp Director. This is necessary for the smooth operation of the camp. Staff members are expected to be flexible and cooperate cheerfully.