GUEST SERVICES LEAD 2027

KOA•Sunbury, OH

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. Guest-service duties include registering guests, issuing keys, maintaining accurate records of occupied sites, making and confirming reservations, and collecting payments. The 2027 season runs from April to November. The GSL supports front-office staff performance, hiring, training, scheduling, and customer-service standards; handles guest concerns; prepares operational reports; and helps maintain communication and teamwork across campground departments. The role also oversees guest check-in and check-out, answers inquiries, follows cash and credit-card procedures, communicates rates and promotions, and uses up-selling strategies to increase revenue. At the direction of the GM/AGM, the GSL monitors and implements the department safety program. Work is performed indoors and outdoors, with exposure to varying weather, moderate-to-loud noise, dust, pollen, grasses, landscaping, chemicals, and moving mechanical equipment. The position involves office equipment and computer use, prolonged standing, walking, sitting, repetitive motions, lifting and carrying, and movement over uneven terrain. Personal protective equipment is required where necessary. The role may involve interruptions and shifting priorities, and may require driving a motorized vehicle.

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.
Able to work nights, weekends, and holidays.
Valid driver's license.

Nice To Haves

Supervisory skills training or experience in a related field is preferred.

Responsibilities

Evaluate front-office team members' performance and assist the GM/AGM with hiring, training, and setting customer-service standards.
Assist with scheduling to ensure adequate staffing for occupancy.
Resolve guest concerns and complaints while maintaining campground standards.
Use the guest reservation program.
Prepare reports related to procedures, efficiency, sales, scheduling, and other areas as required.
Ensure messages, packages, and mail are logged and delivered promptly and professionally.
Understand and communicate current rates, packages, and promotions.
Establish and maintain 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 handling procedures to maintain strict cash controls.
Maintain standards of professionalism, customer service, quality, and cleanliness.
Increase revenue through up-selling and ancillary income.
At the direction of the GM/AGM, monitor and implement the department safety program to support a safe, hazard-free workplace that complies with applicable local, state, and federal safety requirements.
Register guests, issue keys, maintain records of occupied sites, make and confirm reservations, and collect payments.