Guest Services Lead - 2025 Season

Crater Lake inspires awe. The lake was formed over 7,700 years ago, when a violent eruption triggered the collapse of a tall peak. The lake is fed by rain and snow, is the deepest lake in the USA and one of the most pristine on Earth. You will gaze in wonder at its blue water and stunning setting atop the Cascade Mountain Range.

If you are looking for a unique place to work and have a passion for providing customer service, this is the spot for you! We offer our associates competitive pay and benefits. Along with programs that support your career growth and development with the company. Join our team at Explor Crater Lake, LLC

Summary of Position:
Effectively recruits, books and manages tour groups and Foreign International Travelers (FITs and Groups) and works closely with other departments to provide extraordinary hospitality to all visitors and guests. This position is also responsible for achieving the company’s financial goals relating to the FITs and Groups business.

Responsibilities:

• Represent the Company in a professional and courteous manner to all guests and visitors per company policy as outlined in the Employee Handbook
• Ensure complete accuracy in FIT company bookings and tour groups and email confirmations within 72 hours of receipt
• Monthly monitoring of arrival listings to ensure accuracy
• Effectively and professionally resolve any complaints/disputes that arise with FIT companies or other tour groups
• Efficient and timely processing of pre-pays for FIT companies
• Conduct revenue analysis of FITs and Groups each month and report to GM
• Review contracts, annually, with FIT companies and present to GM for signature/approval
• Effective and timely communications with lodging staff to ensure that room blocks are accurate for all groups
• Coordinate and manage special projects/needs for various groups such as reservingthe auditorium and working closely with food & beverage on food options
• Process all payments in a timely and accurate manner. Follow up immediately on any discrepancies
• Timely and effective communications to all company managers informing of upcoming events
• Produce and track invoices/payments for all FITs and Groups
• Monitor social media and hospitality sites such as TripAdvisor (at least twice weekly) and provide positive and professional feedback to all comments. Involve the GM and other departmental managers as necessary
• Collate and provide monthly reports on guest comment cards communicating results to all managers
• Other duties per Duties Checklist and as assigned

Position Requirements:

• Possess positive and professional communication skills, both written and verbal
• Must be organized and detail oriented with an ability to proactively analyze business results and make recommendations for improvement
• Must remain calm in stressful situations and understand how to resolve issues
• Must be a strong team player
• Must be able to lift up to 25 lbs frequently and up to 50 lbs occasionally, stand on feet for up to 8 hours per day in a fast-paced environment. This position may involve frequent bending, twisting, lifting and squatting.

Education and Experience:
Education: High School Diploma or equivalent
Experience: Customer Service or call center experience
Travel Agent or tour operator/experience
National Park experience preferred

Knowledge and Experience:

Education: High school diploma or equivalent
Experience: Minimum 1 (one) year front desk/room registration experience National Park/Resort experience


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.