GUEST Services Representative - Lake Placid​/Whiteface Mtn. KOA

GUEST SERVICES REPRESENTATIVE - Lake Placid/Whiteface Mtn. KOA

5591 NY-86, Wilmington, NY 12997, USA

Posted Wednesday, October 22, 2025 at 4:00 AM | Expires Monday, February 2, 2026 at 4:59 AM

Kampgrounds of America, Inc. (KOA) is the world’s largest network of privately owned campgrounds and the leader in outdoor hospitality. KOA has 500+ locations across the United States and Canada, including a mix of franchised and company‑owned parks (OAK). Founded in 1962, KOA’s mission is “connecting people to the outdoors and each other.” The brand values include being family‑oriented, passionate, entrepreneurial, customer‑focused, and innovative.

• Intentionally create a sense of community and belonging for guests, employees, and franchise partners.
• Continuously educate ourselves to foster an inclusive and supportive environment.
• Sustain a culture that promotes diversity of thought and experiences.
• Ensure everyone has the ability to experience the outdoors and that our facilities are accessible to all.
• Drive change in our company and industry through action and implementation.

Kampgrounds of America, Inc. (KOA) is the world’s largest network of privately owned campgrounds and the leader in outdoor hospitality. KOA has 500+ locations across the United States and Canada, including a mix of franchised and company‑owned parks. Founded in 1962, KOA’s mission is “connecting people to the outdoors and each other.”

Guest Services Lead, Guest Experience Supervisor and/or Assistant General Manager

The Guest Service Representative (GSR) is responsible for providing attentive, courteous, and efficient service to all guests before arrival and throughout their stay. Responsibilities include registering guests, issuing keys, managing site occupancy records, handling reservations, collecting payments, and maintaining a clean, well‑stocked store.

• Greet and welcome all guests approaching the front desk in accordance with KOA standards.
• Resolve guest concerns and complaints thoughtfully while maintaining campground standards.
• Prepare reports as required, including shift check‑list and downtime reports.
• Answer inquiries from guests about campground amenities and local attractions.
• Fully comprehend and operate all relevant aspects of the campground property management system.
• Log and deliver all messages, packages, and mail in a timely and professional manner.
• Be familiar with all in‑house groups.
• Maintain effective communication with fellow associates and other departments, using proper two‑way radio etiquette at all times.
• Oversee and ensure that all guests are checked in/out friendly, efficient and courteous.
• Adhere to policies regarding handling of cash drawer following specific KOA cash and credit card handling procedures.
• Notify management of any pertinent information related to daily shift activities.
• Maintain high standards of professionalism, customer service, quality, and cleanliness.
• Maintain store displays and inventory control as directed, communicating ideas and guest feedback.
• Increase revenues through upselling strategies and profitability of ancillary income.
• Maintain health standards and ensure guests and team members remain safe and secure.
• Foster a work environment that maximizes employee involvement and morale, dedicated to delivering KOA’s culture, mission, values and goals.

Note that this job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

• Demonstrate a positive attitude toward guests, management, team members, and vendors.
• Consistently maintain accurate arrivals, departures, and campground census reports.
• Pay attention to detail when handling reservations and registering guests.
• Promote ancillary revenue streams.
• Meet quality assurance standards.

• Fluent in spoken and written English.
• Excellent communication, collaboration, and delegation skills, with ability to manage confrontation.
• Strong working knowledge of operational procedures.
• Comfortable in a…