RCK - GUEST SERVICES REPRESENTATIVE

KOA•Rockport, TX

10d

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 GSR also maintains a clean, well-stocked, and organized store. The position involves guest-facing work at the front desk, responding to concerns and inquiries, handling communications and payments, preparing reports, and coordinating with campground associates and departments. Work is performed indoors and outdoors, with exposure to varying weather and campground conditions. The role may require driving a motorized vehicle and working nights, weekends, and holidays.

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 required.
Ability to operate standard office equipment, including a computer, copier, and keyboard.
Ability to lift and carry up to 10 pounds regularly and up to 25 pounds or more occasionally with assistance.
Ability to stand for long periods and to bend, stoop, kneel, crouch, climb, push, pull, reach overhead, and move safely over uneven terrain.
Ability to perform repetitive motions and to stand, bend, sit, lift, and walk.
Ability to use personal protective equipment where necessary.

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 checklist and down-time reports.
Answer guest inquiries about campground amenities and local attractions.
Log and deliver messages, packages, and mail in a timely and professional manner.
Maintain good communication and teamwork with fellow associates and other campground departments, using proper radio etiquette.
Follow cash-drawer policies and KOA cash and credit-card handling procedures.
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 the profitability of ancillary income.
Register campground guests, issue keys, maintain records of occupied sites, make and confirm reservations, and collect payments.
Maintain a clean, well-stocked, and organized store.