Guest Relations Manager-11-190- SC/ Camp Daley & Gilmore

Mission Statement

The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

Position Summary

The Guest Services Manager is responsible for the overall guest service side of camp. This includes the oversight of customer service, marketing, food service and the hosting needs for guest groups. The GSM seeks to create a great experience for people who rent the facility - from a group's first contact with camp to the follow-up after a group's departure.

Essential Functions

• Encourage the professional and spiritual growth of staff under your care.
• Assist in maintaining ACA and CCCA accreditation standards as well as the preparation of all necessary reports - most of these accreditations are based upon programmatic elements.

The Guest Service Manager is to Provide leadership for all aspects of the guest side of camp including leadership of guest service employees and housekeeping. This position has three main functions:

• Customer Service including an active role hosting our groups during their stay including weekends.
• Administration
• Provide and leadership to the Guest Group Coordinator and secondary hosts.

Customer Service

• Evaluate our customer service to groups- ensuring that we provide the best service possible.
• Implement a plan that keeps groups connected to camp throughout the year.
• Ensure professional communication to groups - written and verbal. Call group leaders to give a true sense of customer service and personal connection.
• Implement an evaluation system to groups while onsite and after event to improve customer service.
• Assist Camp Director in creating and implementing a marketing plan for both guest groups and summer ministries. Work with groups to implement a referral reward system.
• Assist Camp Director in Research pricing information for competing camps and conference centers for review, establishing and maintaining current pricing structures (internal and external) for services and facility use which are competitive in the regional marketplace.
• Alongside Assistant Camp Director, develop, implement, maintain, and improve upon a clear and concise booking and rebooking policy to streamline our customer service for our staff and our customers.

Administration

• Communicates and coordinates the many aspects of filling the non-summer camp schedule with rental groups
• Provides great guest Service, including. but not limited to: answering phones and being the first contact for rental groups, responding and sending guest service information via e-mails and replying to phone messages, maintain accurate record'> of group rental and group income, providing on site camp tours.
• Manage and coordinate group contracts and invoices.
• Maintain camp and conference center at maximum usage as practically possible.
• Work with the Camp Advisory Council in outreach efforts with the local community
• Work with the Camp Director on a current marketing plan for group rental.
• Coordinate annual revisions to Rental contracts (Program and Facilities) and Rental Information Packets (Program and Facilities).
• Communicate with our Managers and work with them to ensure Camp (housekeeping/property/food/program) is ready for each group as outlined in the contract.
• Manage group evaluation information and create a culture of hospitality for all staff by sharing in a positive and uplifting way.
• Act as listening post for guests' compliments and complaints and solve problems as they arise, working with Assistant Director to improve service and customer service. bringing them to the attention of the Camp Director in weekly meeting if needed.
• Receiving and responding to after-hours emergency calls and guest group needs. Establish on call rotation for rental groups needs throughout their stay.
• Remain watchful for any emergency conditions or situation that may threaten the safety of visitors or may cause damage to the property and take action as appropriate.

Providing Leadership to Group Coordinator and secondary hosts

• Guide Group Coordinator to assist in the administration and customer service side of camp.
• Oversee and perform the hosting duties of camp
• Continually monitor and evaluate hosting staff (including secondary hosts)
• Train staff in the hosting duties and clearly communicate what success in Guest Services looks like.
• Work with Assistant Camp Director/Operations manager to ensure camp is always cleaned and maintained while a group is onsite.
• Alongside Assistant Camp Director, Perform annual written evaluations for the GSC.

In preparation for the summer camping season, the GSM will additionally handle the following:

• Assist in preparation for the summer camping ministry as needed and directed.
• Be the Child Safety Coordinator for the summer camping ministry. This includes but is not limited to; lead Protecting the Mission training for staff, development and implementation of necessary tools to provide resources to staff and campers about child safety, make all necessary reports to DHQ/THQ - Camp Director will assist, assist in the transportation of campers as needed, be willing to come in for extra hours in the rare case this is needed and within reason.
• Assist in preparing summer camp payroll.

Working Conditions

Ability to walk, stand, bend, squat, climb, kneel and twist on an intermittent or sometimes continuous basis. Ability to grasp, push, pull objects such as files, file cabinet drawers, and reach overhead. Ability to operate computer, fax and telephone. Ability to lift up to 50 lbs.

Minimum Qualifications

• Ability to effectively communicate orally and in writing
• Visual and auditory ability to identify and respond to environmental and other hazards of the site and facilities, camper and staff behavior.
• Physical mobility and endurance to perform tasks while standing or walking for long periods of time (60 minutes or more)
• Ability to lift 50 pounds or more
• Ability to sit, walk, stand, bend, squat, climb, kneel and twist on an intermittent or sometimes continuous basis as needed to perform necessary duties.

Skills, Knowledge & Abilities

• Knowledge of The Salvation Army mission, philosophy, culture, protocol and organizational structure.
• Must have ability to work well independently in a detailed, professional and courteous manner.
• Bachelors degree in related field preferred. Training and experience in the Accommodations/camping industry preferred
• Friendly and personable. Excellent customer service skills required.
• Must be 21 years or older.
• A team player; must work well with others.
• Experience in supervision of staff.
• Must have good communication skills, and pay close attention to detail.
• Required to have a thorough knowledge of building policies, procedures and event requirements.
• Word processing experience. Familiarity with Microsoft Windows, Word and Excel especially valuable.
• Possess a valid CA driver's license.

Bachelors (preferred)

Word processing experience. Familiarity with Microsoft Windows, Word and Excel especially valuable. (preferred)
Experience in supervision of staff. (required)
Bachelors degree in related field preferred. Training and experience in the Accommodations/camping industry preferred (preferred)
Physical mobility and endurance to perform tasks while standing or walking for long periods of time (60 minutes or more) (required)
Visual and auditory ability to identify and respond to environmental and other hazards of the site and facilities, camper and staff behavior. (required)
Ability to effectively communicate orally and in writing (required)

Driver's License (required)