Guest Experience Specialist Coordination and Hosting

Description

Are you a person who excels as a professional retreat consultant, skilled in meticulously planning and coordinating event details with group leaders year-round for programmed retreats and camps? Can you effectively embody and uphold Carolina Creek's mission and values while translating group leaders' needs into creative, positively impactful experiences that exemplify Christian hospitality? if so, Carolina Creek is looking for you!

General Qualifications

The Guest Experience Specialist must be a mature follower of Jesus, still growing and developing in their faith. They must be fully in accord with Carolina Creek’s mission statement, and statement of beliefs; committed to living these out personally, and instilling them in the organization. They must be of strong moral character and integrity, and have demonstrated leadership qualities.

Position Objective

The Guest Experience Specialist will work with the Director of Marketing, Sales, and Events to lead the coordination process with groups prior to their arrival, as well during their event. They will be an expert on the group coordination software, assisting guest group leaders with questions that arise, as well as listening to the guests’ needs and ensuring a positive experience through attentive service. They will be able to communicate with group leaders, answering phones and emails in a professional manner. They will have general knowledge of the camp program. They will be responsible to model a genuine lifestyle of Christian discipleship in a manner consistent with Carolina Creek’s mission, vision, and values.

Job Type

• Full-Time Exempt

• On-site work required

• In order to be responsive to needs when on-call with groups the Guest Experience Specialist must live within a reasonable proximity to camp, i.e. able to be on-site within thirty minutes as needed.

Key Job Accountabilities

• Work as a professional retreat consultant planning and coordinating details for events with group leaders year-round for programmed retreats and camps.

• Understand and operate with Carolina Creek’s mission and values. Ensure guest experience aligns with the mission.

• Understand and translate the group leaders’ needs into a creative positive experience, reflecting Christian hospitality.

• Assist Accounting in the processing of payments for groups.

• Serve as an expert in the group coordination software, and support group leaders in successfully developing their schedules to enhance their experience.

• Answer questions from group leaders in a professional manner.

• Interface with all departments before and during events to make sure that housekeeping, food service, maintenance, grounds, activity staff, health staff and other service staff understand expectations.

• Proactively minimize any conflicts between concurrent groups. 

• Respond creatively, patiently, courteously and professionally to unanticipated events, such as inclement weather, injuries, delays and conflicts between groups.

• Lead in serving guests, particularly upholding standards for customer service, cleanliness of facilities, support of the dining experience, provision of recreational activities, and impromptu needs of any group.

• Participate in tours of camp and the programs we offer to prospective groups.

• Articulate the mission, values, and faith elements of Carolina Creek from a personal perspective..

• Provide godly counsel and encouragement, and pray with guests and staff as situations call for.

• Assist in creating SOPs relevant to the guest experience and event execution.

• Participate in preparation of facilities prior to guest arrival, including but not limited to cleaning facilities, setting up meeting rooms, and moving furniture.

• Attend and participate in all required staff meetings, Bible studies, worship services, and events.

• Actively participate in and contribute to the broader camp programs of Carolina Creek and be willing to serve in other areas of camp when necessary.

• Actively engage and participate in the staff community through a godly attitude, words, and actions.

Supervisory Responsibilities

• Reports to the Director of Guest Marketing, Sales, and Events.

• Situational supervision over weekend staff, part-time staff, seasonal staff, interns, and volunteers who are assigned to serve a group that you are hosting.

• May be in a Summer Leadership role which may include supervision of seasonal staff.

Qualifications

Education/Certifications/Licenses

• Must have a current valid driver’s license.

• Must have a high school diploma, GED, or equivalent.

• Bachelor’s degree preferred, but not required.

Work Experience

• Previous Camping experience preferred.

• Previous Customer Service experience preferred.

• Previous Customer Management Software and Systems Leadership preferred.

• Previous experience supervising others preferred, in a seasonal capacity at minimum.

Knowledge, Skills and Abilities

• Able to speak and write in clear, understandable English, (the ability to communicate in Spanish a plus) with excellent telephone etiquette

• Able to relate well with guests and visitors and possess a developed sense of empathy

• Show strong self-initiative to serve others wherever and whenever needed.

• Careful attention to details with strong organizational skills.

• Communicate effectively in empowering guests and coworkers with all pertinent information.

• Deal confidentially and discreetly when dealing with sensitive information.

• Ability to remain calm under stress and deal with conflict in a professional and courteous manner.

• Possess strong computer skills and an understanding of Google Drive, Microsoft Suite of software applications, and the ability to learn database software related to the job.

• Ability to work independently and with little or no supervision.

• Possess emotional and spiritual maturity.

• Flexibility to adjust and problem-solve in challenging situations.

• Able to engage in active listening.

• Ability to collaborate with other Guest Experience Specialists and support one another in similar roles.

• Able to lead a small group Bible study, facilitate prayer with staff or guests, and provide reasonable counseling/coaching from a Biblical perspective.

• Credentials (or the ability to acquire credentials) for leading, recreational activities such as lifeguarding, boat driving, adventure facilitation, or general games and sports.

Physical Demands:

• The physical environment requires the employee to work long hours both inside and outside in hot and humid conditions, sometimes walking long distances over steep or uneven terrain.

• The job duties require sitting, standing, squatting, stooping, twisting, the ability to lift/carry from 15 to over 60 lbs., sweeping, mopping, and climbing stairs and ladders.

• Must have the ability to drive a car, truck, van, box truck, ATV, or other vehicle, and to pull a trailer.

• Must have good sight and hearing to ensure safety in hazardous conditions and emergencies.

• Must have the ability to be heard when speaking or shouting at distances when responding to emergencies or leading in large group situations.

Ideally, the Guest Experience Specialist will be able to facilitate some activities such as swimming, (i.e. ability to be trained as a lifeguard), or adventure activities, (i.e. able to work in a harness at heights.) 

Additional Requirements

• Adherence to company dress code and professional standards for personal grooming and appearance.

• Satisfactory completion of background investigation, as well as ability to provide proof of eligibility to work in the United States.