Guest Relations Supervisor

Northgate Resorts owns and manages the most awarded Camp-Resort portfolio in the nation. Our passion is creating family camping memories for our guests – memories that will last a lifetime! We don't do this as individuals, but as a passionate team that cares about making a difference in our guests’ lives. We endeavor to be a highly effective, lean, and fast-moving organization.
The
Guest Relations Supervisor(age 18+)is responsible for managing the daily operations of our Reservations and Guest Relations department. This is a SEASONAL
, full-time position and reports to the Office Manager.
DUTIES & RESPONSIBILITIES

• Administrative Duties
  • Responds to and/or resolves guest complaints as appropriate or escalates park/guest feedback to management as appropriate
  • Ensures the completion and proper communication/escalation of guest requests and other concerns to the appropriate department
  • Schedules staff, monitors payroll, and maintains compliance with a payroll budget
  • Conducts daily stand up meetings with the Guest Relations team to prioritize the day and facilitates feedback from staff members
  • Participates in recruitment and selection of talent for the Guest Relations team
  • Participates in the development and execution of training programs for new hires as well as ongoing training for staff members
• Daily Duties
  • Supervises daily front desk operations
  • Answers incoming phone calls, live chat, and emails on time
  • Provides guidance and explain service options to accommodate guest needs
  • Ensures guest reservations are accurate and consistent with company policies
  • Ensures the daily success of check-in standards and operational efficiencies both at the front desk and outside with escorts and express check in’s
  • Supervises camper escort program - from initial check in to directing guests to the cabin or campsite
  • Provides coaching, encouragement, and recognition to staff members regularly
  • Monitors the performance of agents, providing real time feedback and coaching
  • Ensures front desk and lobby areas are clean, organized, and adequately stocked for the daily operations; ensures safety standards are met
  • Ensures the express check-in area is clean, organized, and any necessary temporary signage is displayed (stop sign, RVs only, etc.)
  • Participates in staff performance management, including employee reviews, corrective action, investigations, conflict resolution, etc.
  • Maintains quality of operations by ensuring service excellence, ensuring adequate inventory levels (wristbands, car tags, etc.), and operational equipment by troubleshooting, maintenance, and/or calling for repair
  • Monitors cash drawers and ensure cash handling procedures are followed
• Other Essential Duties
  • Collaborates with park and home office departments
  • Responds to guest inquiries using the company’s service recovery guidelines
  • Utilizes and learn reservation system for daily planning
  • Participates in other projects and activities as assigned

EDUCATION/TRAINING/EXPERIENCE

• Experience in customer service, reservations, hospitality, and management preferred

QUALIFICATIONS/REQUIREMENTS

• Basic computer skills
• Strong organizational, motivational, and leadership skills
• Excellent communication, customer service, and problem-solving skills
• Strong attention to detail, speed, and accuracy
• Ability to multi-task and work in a fast-paced environment
• Strong work ethic and a positive attitude
• Required to work nights, weekends, and holidays
• Work with minimal supervision
• Maintain a positive work environment by acting and communicating in a manner so that you get along with customers, clients, vendors, coworkers, and management

ESSENTIAL PHYSICAL DEMANDS

• Able to lift up to 20 lbs
• Must be able to remain in a stationary position
• Continuously climb, balance, stoop, kneel, bend, crouch, and crawl
• Able to…