What are the responsibilities and job description for the Guest Relations Staff position at Northgate Resorts Jellystone Park?
Northgate Resorts owns and manages the most awarded Camp-Resort portfolio in the nation. Our passion is creating family camping memories for our guests – memories that will last a lifetime! We don’t do this as individuals, but as a passionate team that cares about making a difference in our guests’ lives. We endeavor to be a highly effective, lean, and fast-moving organization.
The Guest Relations Staff is responsible for providing outstanding assistance, complaint resolution, and an overall wondrous experience to camp-resort guests. The Guest Relations Staff will work the Express Check-ins, escort guests to their sites, and canvas the resort to assist guests during their stay. This is a SEASONAL full-time or part-time position and reports to the Guest Relations Supervisor.
DUTIES & RESPONSIBILITIES
- Guest Interactions
- Provide guidance and explain service options to accommodate guest needs
- Ensure guest reservations are accurate and consistent with company policies
- Be the first point-of-contact for guests’ arrival by checking them in and escorting them to their lodging or RV site
- Act as a concierge for transient guests - understanding local opportunities and answering guest questions or directing them to the appropriate person
- Upsell ancillary sales (firewood, ice, golf carts, etc.) and deliver or provide guests promptly
- Enforce park rules, including quiet hours
- Other Essential Duties
- Engage with guests to foster a relationship with the guests, and to communicate and follow-through on any guest requests
- Understand POS and reservation system and use a tablet to document all notes
- Communicate with all departments and escalate any issues as necessary
- Submit work orders to proper departments as needed.
- Follow the guest recovery service guidelines
EDUCATION/TRAINING/EXPERIENCE
- Customer service experience preferred
QUALIFICATIONS/REQUIREMENTS
- Basic computer skills
- Provide quality guest interactions with consistent upbeat, fun, and energetic personality at all times
- Excellent communication, customer service, and problem-solving skills
- Can handle issues as they arise and take quick action to resolve them personally
- Strong attention to detail, speed, and accuracy
- Ability to multi-task and work in a fast-paced environment
- Strong work ethic and a positive attitude
- Required to work nights, weekends, and holidays
- Work with minimal supervision
- Maintain a positive work environment by acting and communicating in a manner so that you get along with customers, clients, vendors, coworkers, and management
ESSENTIAL PHYSICAL DEMANDS
- Able to lift up to 20 lbs
- Must be able to stand outside in any weather conditions for extended periods
- Must be able to remain in a stationary position
- Continuously climb, balance, stoop, kneel, bend, crouch, and crawl
- Able to manipulate fingers, hands, and arms to reach, carry, serve, etc.
Northgate provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Northgate is also a proud participant of the E-Verify Program.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
