As the Guest Services Associate, you will support all aspects of the guest experience. With an eye for excellence, this role will engage and grow relationships with our parents, campers, and guests, solve problems, and provide important information to current and prospective customers. This position will assist with follow-up with prospective guests to ensure they have the information they need to make the best decisions about their camp experience. 

The Guest Service Associate will work well with a team and independently, be able to multi-task and meet deadlines, be detail-oriented, flexible, and have excellent communication skills. This role is critical to achieving an unparalleled experience for staff and guests alike. 

The Guest Services Associate should be knowledgeable in guest services and office procedures and be willing to evolve and adapt with the needs of the business. They help establish a culture of consistency to ensure excellence within the Guest Services department. 

WHAT'S IN IT FOR YOU? 

• Summer Season: 3 Meals Daily and Employee Housing Available.  

• Access to our world-class facilities. You will work and play in the same innovative environments as professional and Olympic athletes. 

• Discounts on food, retail and gear.  

• Career Development and growth opportunities here and at our facilities across the globe. 

• A connection with people who share the same passions and embrace each other’s unique and individual styles.  

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Deliver exceptional phone support with professionalism, empathy, and a welcoming demeanor. 

• Monitor and respond to official phone lines and email accounts in a timely and courteous manner. 

• Assist parents and guests with online website navigation and account management. 

• Provide clear and supportive communication to parents, highlighting the value of the camp experience and its benefits to families. 

• Review and update registration details, including balances due, missing forms, transportation reservations, store account funds, and roommate requests. 

• Manage the tracking, receipt, and distribution of camper and staff mail and packages. 

• Support campers with both permanent and temporary arrivals and departures. 

• Facilitate camper communication with families, including phone calls home. 

• Offer compassionate guidance and solutions to guests facing challenges. 

• Welcome guests by ensuring liability waivers are completed, issuing wristbands and room keys when applicable, and providing orientation and camp instructions. 

• Build and maintain strong relationships with new and returning guests to enhance brand loyalty and retention, incorporating principles of diversity, equity, inclusion, and belonging. 

• Represent Woodward positively in the community, tailoring each guest interaction to reflect the camp’s values. 

• Communicate attentively with guests via phone and email, instilling confidence in the camp experience by addressing topics such as camper safety, housing, instruction group placement, parent programs, staff involvement, and registration benefits (e.g., deposits, flexible payments, discounts). 

• Maintain accurate and up-to-date records in the CRM system, including notes and statuses on guest interactions and follow-ups. 

• Ensure the camp office maintains a professional, clean, and welcoming environment. 

• Partner with the Security team to monitor front gate access and uphold a safe environment. 

• Assist with visitor and guest check-in procedures. 

• Guest Service Associates work collaboratively with all Woodward departments to support and deliver a seamless, memorable Woodward experience for every guest. 

• Other duties as assigned 

SUPERVISORY RESPONSIBILITIES 

• +/- 5 Employees 

KEY SKILLS AND COMPETENCIES 

• Be punctual and prepared to greet and serve guests in a cordial, professional manner with a smile and positive attitude.     

• Ability to implement ideas   

• Dedicated to being prompt and timely   

• Ability to project manage and prioritize multiple tasks at the same time    

• Strong interpersonal skills. Able to interact effectively with individuals at all levels of the organization.     

• Is creative. Can conceptualize ideas. Can think "outside the box". Has the ability to implement ideas.     

• Proven ability to collaborate well across functions and departments, to work as part of a team.   

• Staff should dress neatly, modestly in a professional manner, appropriate for the daily duties and in compliance for health and safety standards.     

• Well-spoken and articulate over the phone, through written contact and in person.     

• Ability to remain calm under pressure and meet deadlines.     

• Ability to work in a fast-paced environment with moderate supervision, agile and able to pivot quickly.     

• Exhibits initiative, responsibility and accountability.     

• Strong attention to detail.     

• Comfortable handling confidential information.     

• Successful working in an independent and team environment.     

QUALIFICATIONS 

Required Qualifications 

• Customer Service Experience 

• Working knowledge of Microsoft Suite 

• Provide work related references upon request.  

• Employment in this position is contingent upon successful completion of all pre-hire background checks, including criminal history clearance through the Pennsylvania State Police (PATCH), child abuse clearance through the Department of Public Welfare, Motor Vehicle Record if required by position  and federal background screening via FBI fingerprinting. 

Preferred Qualifications: 

• High school degree or equivalent preferred     

• Experience working in a camp environment is preferred.  

PRE-REQUISITES 

Must have or be able to obtain the following prior to starting work: 

Woodward will supply information to assist you in obtaining these if needed.  

• Mandated Reporter Training Certificate 

• Safesport Training Certificate 

PHYSICAL AND ENVIRONMENTAL REQUIREMENTS 

• Physical Capabilities: bend, twist, push, pull, stand, lift 50 lbs.   

• Must be comfortable working in an outdoor and indoor all-season environment.   

• Adhere to all workplace safety practices, expectations, and guidelines.   

• Primary on-site work location: Woodward, PA 

PREFERRED COMMITMENT 

• All 9 Weeks of Summer Camp