GUEST EXPERIENCE SUPERVISOR

Kampgrounds Of America, Inc.•Wilmington, NY

20h•Hybrid

About The Position

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, the mission of KOA is “connecting people to the outdoors and each other,” and those who represent the brand share the values of being family-oriented, passionate, entrepreneurial, customer-focused, and innovative. At KOA, we believe the outdoors is fun and for everyone. We are committed to having an environment where all are treated with dignity and respect. We strive to: intentionally create a sense of community and belonging for our guests, employees and franchise partners continually educate ourselves and expand our knowledge 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 Summary: The Guest Experience Supervisor works closely with the Assistant General Manager (AGM) in overseeing daily operations of the campground, ensuring employee productivity and providing all guests with quality service prior to and throughout their stay. Tasks may include assistance with staffing, inventory management, safety, guest services, front desk, store and recreation.

Requirements

High School Diploma or equivalent
Experience in a customer service supervisory role
Hear and speak the English language fluently
Strong decision-making ability
Proficient Computer Skills
Ability to work nights, weekends and holidays
Excellent communication, collaboration, and delegation skills with ability to manage conflict
Ability to motivate, lead and develop employees
Strong working knowledge of operational procedures
Valid driver’s license

Responsibilities

Efficient operation of the campground by supervising and supporting Guest Services to include Front Desk, Store, Recreation, Night hosts, and Guest Guide teams.
Communicate and correct deficiencies in these departments by collaborating with departmental supervisors and AGM.
Provide high level of customer service while improving guest satisfaction and raising the net promoter score.
Ensure all accounting functions at the campground are following OAK procedures including correct and accurate cash handling.
Prepare reports as required, relating to procedures, efficiency, scheduling, attendance, etc.
Coordinate with AGM and department heads to stay up to date with changes, issues, and improvements.
Effective conflict resolution and critical thinking skills.
Ability to prioritize tasks based upon importance and urgency with conscious planning and thoughtful decision making.
Comfortable in high-pressure and fast paced situations while maintaining composure and objectivity.
Maintain property by following the quality assurance manual.
Function as Manager on Duty in the absence of GM and AGM.
Monitor and implement the department safety program which ensures that all OAK employees work in a safe and hazard free environment that complies with various local, state, and federal safety requirements.