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Guest Services Manager - Big Bear Lake, United States - The Salvation Army USA Western Territory
Description
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 of God.
Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.
Position SummaryThe Guest Services Manager is responsible for the overall guest service side of camp with office/HR
duties as well. This includes the oversight of customer service, marketing, and the hosting needs for guest groups. The GSM seeks to create a great experience for people
who rent the facility - from a group's first contact
with camp to the follow-up after a group's departure. This position will also assist. the site manager in the office/HR needs of camp.
Pay Rate:
$ $23.00 hourly DOE
Essential Functions
Encourage the professional and spiritual growth for the staff under your
Assist in maintaining ACA and CCCA accreditation standards as well as the preparation of all necessary reports.
The Guest Service Manager is to Provide leadership for all aspects of the guest service side of camp including leadership of guest service employees.
This position has some main functions:
Customer Service
Evaluate our customer service to groups - ensuring that we provide the best service
Implement a plan that keeps groups connected to camp throughout the
Ensure that camp is constantly communicating with groups and available to reply to emails and messages
Implement a feedback service to groups while they are onsite to improve customer
Assist camp director in creating and implementing a marketing plan for both guest groups and summer
Work with current groups to implement a referral reward
Communication/Marketing/Website
Communicates and coordinates the many aspects of filing the non-summer camp schedule with rental groups.
Provides great guest services, including, but not limited to: answering phones and being the first 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, providing on site camp
Manage and coordinate group contracts and
Maintains camp and conference center at maximum usage as practical as
Work in outreach efforts with the local
Update website as
Work with the Guest Service dept. staff on a marketing plan for group
Communicate with other dept. managers and work with other dept. managers to ensure housekeeping/property/food service is ready for each group as outlined in the
Manage group evaluation information and share with camp staff as
Act as listening post for guests' compliments and
Ensure Campbrain is being properly
Providing Leadership to Group Coordinator and secondary hosts
Utilize Group Coordinator(s) to assist in the administration and customer service side of
Oversee the hosting duties of camp
Continually monitor and evaluate hosting staff (including secondary hosts)
Train staff in the hosting duties that will assist in their job performance as well to benefit camp.
Work with Operations manager to ensure camp is always cleaned and maintained while a group is onsite.
Preform annual written evaluations for the
Work with Guest Service Team to run snack
Office/HR duties
Assist Site Manager and utilize Guest Service Staff in all office duties including invoices, processing credit card statements, submitting to AP workflow, payroll, deposits, USDA submissions and
Assist Site Manager with employee personnel files and other HR related
Snack Shop
Order needed supplies for snack shop sales (with approval)
Ensure snack shop is properly staffed according to
Ensure money handling is properly being accomplished according to TSA
Ensure snack shop is cleaned and organized
In preparation for the summer camping season, the GSM will additionally help with the following:
Assist in preparation for the summer camping ministry as needed and
Be the Child Safety Coordinator for the summer camping ministry.
This includes, but is not limited to:
lead Protecting The Mission training for staff, development and implementation of necessary tools to provide resources to staff and campers about child safety, make all necessary reports to DHQ/THQ, assist in the transportation of campers as needed
Working Conditions
Ability to walk, stand, bend, squat, climb, kneel and twist on an intermittent or sometimes continuous basis. Ability to grasp, push, pull objects such as files, file cabinet drawers, and reach overhead. Ability to operate com uter, fax and tel hone. Abilit to lift up to 25 lbs.
Minimum Qualifications
Ability to effectively communicate orally and in writing
Visual and auditory ability to identify and respond to environmental and other hazards of the site and facilities, camper and staff behavior
Physical mobility and endurance to perform tasks while standing or walking for long periods of time (60 minutes or more)
Ability to lift 50 pounds or more.
Ability to sit, walk, stand, bend, squat, climb, kneel and twist on an intermittent or sometimes continuous basis as needed to perform necessary duties.
Skills, Knowledge and Abilities,Knowledge of The Salvation Army mission, philosophy, culture, protocol and organizational
Must have ability to work well independently in a detailed, professional and courteous manner.
Combination of college education, training and experience in the camping
Friendly and personable. Excellent customer service skills
Must be 21 years or
A team player; must work well with
Experience in supervision of
Must have good communication skills, and pay close attention to detail.
Required to have a thorough knowledge of building policies, procedures and event requirements.
Word processing experience. Familiarity with Microsoft Windows, Word and Excel especially
Possess a valid CA driver's
Qualifications
Licenses & Certifications
Driver's License (preferred)
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR c)#J-18808-Ljbffr