GUEST SERVICES REPRESENTATIVE

Kampgrounds Of America, Inc.•West Yellowstone, MT

About The Position

The Guest Services Representative (GSR) provides attentive, courteous, and efficient service to guests before arrival and throughout their stay. The role accommodates campground guests by registering them, issuing keys, maintaining accurate records of occupied sites, making and confirming reservations, and collecting payments. The representative also maintains a clean, well-stocked, and organized store. The position works indoors and outdoors and may involve varying weather conditions. It includes operating standard office equipment and may require driving a motorized vehicle. The role involves extended standing and other physical activity, occasional interruptions and shifting priorities, and possible exposure to noise, dust, pollen, landscaping, chemicals, and moving mechanical equipment. Personal protective equipment is required where necessary.

Requirements

Fluent in spoken and heard English.
Strong decision-making ability.
Ability to communicate and manage conflict.
Working knowledge of operational procedures.
Comfortable working in a fast-paced, high-pressure environment.
Ability to maintain confidentiality.
Able to work nights, weekends, and holidays.
Valid driver’s license; the position may require operating a motorized vehicle and the associated vision, sitting, seeing, and reading of signs and traffic signals.
Able to lift and carry up to 10 pounds regularly and lift or carry up to 25 pounds or more occasionally with assistance.
Able to stand for long periods and bend, stoop, kneel, crouch, climb, push, pull, reach overhead, and move safely over uneven terrain.
Able to perform repetitive motion and activities including standing, bending, sitting, lifting, and walking.

Responsibilities

Greet guests approaching the front desk in accordance with KOA standards.
Resolve guest concerns and complaints thoughtfully while maintaining campground standards.
Prepare required reports, including shift checklists and down-time reports.
Answer guest inquiries about campground amenities and local attractions.
Log and deliver messages, packages, and mail promptly and professionally.
Maintain good communication and teamwork with associates and other campground departments, using proper radio etiquette.
Follow policies and specific KOA procedures for handling cash drawers and cash and credit card transactions.
Maintain high standards of professionalism, customer service, quality, and cleanliness.
Maintain store displays and inventory control as directed, and communicate ideas and guest feedback.
Increase revenue through up-selling strategies and improve ancillary income profitability.
Register campground guests, issue keys, maintain occupied-site records, make and confirm reservations, and collect payments.
Keep the store clean, well-stocked, and organized.