Guest Services Associate

Frost Valley YMCA•Town of Neversink, NY

34d

About The Position

The Guest Service Associate is a cross-trained, entry-level role supporting all facets of Frost Valley YMCA’s guest services operations, including front desk, reservations, registration, and store functions. This position ensures exceptional customer service before, during, and after guest visits while maintaining accurate administrative records and supporting daily operations. The Guest Service Associate will handle inquiries, process reservations and registrations, support check-in/check-out, and assist with retail store sales, providing professional and friendly service to all guests.

Requirements

High school diploma/GED required; some college coursework preferred.
Prior customer service or hospitality experience preferred.
Proficient with Microsoft Office (Word, Excel, Outlook) and able to learn reservation, registration, and point-of-sale software.
Strong verbal and written communication skills.
Excellent organizational skills and attention to detail.
Ability to multitask in a fast-paced environment.
Flexibility to work evenings, weekends, and holidays.

Responsibilities

Greet and assist guests in person, by phone, and by email with courtesy and professionalism.
Answer and route incoming calls from the main switchboard.
Process guest check-ins and check-outs, including payments and key distribution.
Provide program, lodging, and facility information; respond to guest questions and requests.
Relay messages and work orders to relevant departments (e.g., housekeeping, maintenance, program staff).
Maintain a clean, organized, and fully stocked front desk area.
Follow front desk emergency procedures as needed.
Take, process, and update reservations for Frost Valley programs, including retreats, school programs, camp programs, team building, and other special events.
Enter and maintain accurate data in reservation and registration systems.
Distribute and collect contracts, registration materials, and other required documents.
Arrange and confirm transportation bookings when necessary.
Monitor systems for errors or missing information and take corrective action.
Support group and family check-in/out processes during busy periods.
Prepare, sort, and distribute mail, faxes, and informational packets
Compile and distribute guest and camper lists to relevant staff.
Generate reports from software systems as requested.
Maintain accurate and organized files, ensuring confidential information is secure.
Assist with mailings, brochures, and correspondence related to guest services and programs.
Restock shelves and ensure merchandise is neatly displayed.
Accurately process sales transactions, handle cash, and give correct change.
Maintain cleanliness and organization in store areas.
Prepare and ship mail or school orders as directed.
Assist in inventory checks and merchandise pricing.
Develop strong knowledge of Frost Valley’s programs, facilities, and policies to answer guest questions effectively.
Provide courteous and professional service in all guest and staff interactions.
Embrace the YMCA’s Character Values. At Frost Valley YMCA, we are inclusive and diverse, caring and connected, honest and respectful, responsible and accountable
Perform other duties as assigned