GUEST SERVICES LEAD 2027

Kampgrounds Of America, Inc.•Sunbury, OH

6d•$14•Onsite

About The Position

The Guest Services Lead (GSL) provides attentive, courteous, and efficient service to guests before arrival and throughout their stay. The role supervises front-desk operations to maintain productivity, employee morale, and a positive guest experience. Duties include registering guests, issuing keys, maintaining records of occupied sites, making and confirming reservations, and collecting payments. The position is for the 2027 season, from April to November.

Requirements

High school diploma or equivalent.
Fluent in spoken and heard English.
Decision-making ability.
Excellent communication, collaboration, and delegation skills, including the ability to manage conflict.
Ability to motivate, lead, and develop employees.
Strong working knowledge of operational procedures.
Comfort working in a fast-paced, high-pressure environment.
Ability to read and maintain a budget.
Ability to maintain confidentiality.
Availability to work nights, weekends, and holidays.
Valid driver’s license.

Nice To Haves

Supervisory skills training or experience in a related field.

Responsibilities

Evaluate front-office team members’ performance and assist the GM/AGM with hiring, training, and establishing customer-service standards.
Assist with scheduling to ensure adequate staffing for occupancy.
Resolve guest concerns and complaints thoughtfully while maintaining campground standards.
Use the guest reservation program.
Prepare reports relating to procedures, efficiency, sales, scheduling, and other required areas.
Ensure messages, packages, and mail are logged and delivered in a timely, professional manner.
Understand and communicate current rates, packages, and promotions.
Maintain good communication and teamwork with associates and other campground departments.
Oversee friendly, efficient, and courteous guest check-in and check-out.
Answer guest inquiries promptly and professionally.
Follow KOA cash and credit-card procedures to maintain strict cash controls.
Maintain high standards of professionalism, customer service, quality, and cleanliness.
Increase revenue through upselling strategies and ancillary income.
At the direction of the GM/AGM, monitor and implement the department safety program to support a safe, hazard-free workplace compliant with local, state, and federal safety requirements.