Summary
Location
Watsonville
Type
full-time
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About this role
REPORTS TO
Guest Services Lead, Guest Experience Supervisor and/or Assistant General Manager
POSITION SUMMARY
The Guest Service Representative (GSR) is responsible for providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay. They will accommodate campground guests by registering, issuing keys, keeping proper record of occupied sites, making and confirming reservations and collecting payments. The GSR will help maintain a clean, well-stocked and organized store.
SPECIFIC DUTIES
- Greet and welcome all guests approaching the front desk in accordance with KOA standards.
- Resolve guest concerns and complaints in a thoughtful manner while maintaining campground standards.
- Prepare reports as required, relating to shift check-list, and down-time reports.
- Answer inquiries from guests regarding campground amenities and local attractions.
- Fully comprehend and be able to operate all relevant aspects of the campground property management system.
- Ensure logging and delivery of all messages, packages and mail in a timely and professional manner.
- Be familiar with all in-house groups.
- Establish and maintain good communications and teamwork with fellow associates and other departments within the campground and utilize proper two-way radio etiquette at all times.
- Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner.
- Adhere to policies regarding handling of cash drawer while following specific KOA cash and credit card handling procedures.
- Notify management of any pertinent information related to daily shift activities.
- 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 revenues through up-selling strategies and profitability of ancillary income.
- Maintain health standards and ensure guests and team members are in a safe and secure environment.
- Foster a work environment that maximizes employee involvement, morale and is dedicated to delivering KOAs Culture, Mission, Values and Goals.
Note that this job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
EXPECTED RESULTS
- Demonstrates positive attitude with guests, management, team members and vendors.
- Consistent maintaining of arrivals, departures and campground census reports.
- Attention to detail when handling reservations and/or registering guests.
- Promotion of ancillary revenue streams.
- Meet Quality Assurance standards.
JOB QUALIFICATIONS
- Hear and speak the English language fluently
- Strong decision-making ability
- Excellent communication, collaboration, and delegation skills with ability to manage confrontation
- Strong working knowledge of operational procedures
- Comfortable in a fast-paced and high-pressure environment.
- Motivated, goal oriented and results driven
- Ability to maintain confidentiality
- Able to work nights, weekends, and holidays
PHYSICAL REQUIREMENTS
- Ability to stand for long periods of time.
- Must be able to lift to 50 pounds, lift and carry 25 pounds occasionally and 10 pounds regularly.
- Ability to bend, stoop, kneel, crouch, climb and move safely over uneven terrain.
- Able to work inside and outdoors and in various climates.
Other facts
About Kampgrounds Of America, Inc.
Kampgrounds of America Inc. (KOA) is the world’s largest family camping company, helping family and friends enjoy the great outdoors for 55 years. Founded in 1962, our franchising company has more than 500 campground locations across North America, and each year is nationally recognized for our work in public relations, marketing and franchise satisfaction.
From our humble beginnings on the banks of the Yellowstone River in Billings, Montana, KOA has become an iconic brand throughout the U.S. and Canada. Our “Yellow Sign” acts as a beacon of fun and relaxation for campers, and a badge of honor for our employees. We value hospitality, the great outdoors and the people and places that make our company great. Camping has come a along way since the early days of canvass tents and rustic roadside camps. The team at Kampgrounds of America prides itself on constant innovation - bringing new technologies, advanced guest service training and luxury accommodations to camping in order to dial up the outdoor experience for our guests.
Whether introducing Deluxe Cabins to building proprietary reservation technology, KOA is leading innovation in the outdoor hospitality industry. Our strategic thinking and business decisions are driven by data and research. Furthermore, we are committed to reducing our environmental footprint, promoting our Kamp Green program to help our franchisees keep the great outdoors great, for generations to come.
KOA offers employment opportunities in both our corporate operation - still headquartered in Blllings, Montana - and our various franchise locations. For more information on Kampgrounds of America Inc., in general, visit koa.com or our pressroom at koapressroom.com, follow us on Facebook at Facebook.com/koacampgrounds, visit our blog at blog.koa.com. For specific information on employment opportunities at a KOA campground, visit workatkoa.com.
What you'll do
- The Guest Service Representative is responsible for providing courteous service to guests, managing reservations, and maintaining campground operations. They also handle guest inquiries and ensure a clean and organized environment.
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