GUEST SERVICES LEAD Billings KOA

Kampgrounds Of America, Inc.•Billings, MT

23h

About The Position

The Guest Services Lead (GSL) is responsible for providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay. The GSL supervises the operations of the front desk to maintain productivity, employee morale, and guest experience. The GSL provides service to guests by registering, issuing keys, keeping proper record of occupied sites, making and confirming reservations and collecting payments.

Requirements

High School Diploma or equivalent
Hear and speak the English language fluently
Decision-making ability
Excellent communication, collaboration, and delegation skills with ability to manage conflict
Ability to motivate, lead and develop employees
Strong working knowledge of operational procedures
Comfortable in a fast-paced and high-pressure environment.
Ability to read and maintain a budget
Ability to maintain confidentiality
Able to work nights, weekends, and holidays
Valid Driver’s license

Nice To Haves

Supervisory skills training or experience in related field is preferred

Responsibilities

Evaluate front-office team members' performance and aid GM/AGM in hiring, training, and setting a high level of customer service standards.
Assist with schedule to ensure adequate staffing to support occupancy.
Resolve guest concerns and complaints in a thoughtful manner while maintaining campground standards.
Knowledge of guest reservation program
Prepare reports as required, relating to procedures, efficiency, sales, scheduling, etc.
Ensure logging and delivery of all messages, packages and mail in a timely and professional manner.
Understand and communicate all rates packages and promotions currently underway.
Establish and maintain good communications and teamwork with fellow associates and other departments within the campground.
Oversee and ensure all guests are checked in/out in a friendly, efficient and courteous manner.
Answer all guest inquiries in a timely and professional manner.
Ensure strict cash controls by following specific KOA cash and credit card handling procedures.
Maintain high standards of professionalism, customer service, quality and cleanliness.
Increase revenues through up-selling strategies and profitability of ancillary income.
Directed by GM/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.