Kampgrounds Of America
SPI - GUEST SERVICES LEAD
Kampgrounds Of America, South Padre Island, Texas, United States, 78597
Overview
Kampgrounds of America, Inc. (KOA) is the world’s largest network of privately owned campgrounds and the leader in outdoor hospitality. KOA has 500+ locations across the United States and Canada including a mix of franchised and company-owned parks. Founded in 1962, the mission of KOA is “connecting people to the outdoors and each other,” and those who represent the brand share the values of being family-oriented, passionate, entrepreneurial, customer-focused and innovative. At KOA, we believe the outdoors is fun and for everyone. We are committed to having an environment where all are treated with dignity and respect. We strive to: intentionally create a sense of community and belonging for our guests, employees and franchise partners continually educate ourselves and expand our knowledge to foster an inclusive and supportive environment sustain a culture that promotes diversity of thought and experiences ensure everyone has the ability to experience the outdoors and that our facilities are accessible to all drive change in our company and industry through action and implementation ABOUT KAMPGROUNDS OF AMERICA, INC. Kampgrounds of America, Inc. (KOA) is the world’s largest network of privately owned campgrounds and the leader in outdoor hospitality. KOA has 500+ locations across the United States and Canada including a mix of franchised and company-owned parks. Founded in 1962, the mission of KOA is “connecting people to the outdoors and each other,” and those who represent the brand share the values of being family-oriented, passionate, entrepreneurial, customer-focused and innovative. Reports To
Designated Supervisor and General Manager Position Summary
The Guest Services Lead (GSL) is responsible for providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay. The GSL will supervise the operations of the front desk to maintain the highest productivity, employee morale, and guest service as possible. They will accommodate campground guests by registering, issuing keys, keeping proper record of occupied sites, making and confirming reservations and collecting payments. Specific Duties
Evaluate front-office team members\' performance and aid AGM in hiring, training, encouraging teamwork, and setting a high level of customer service standards. Assist with schedule to ensure adequate staffing to support occupancy. Resolve guest concerns and complaints in a thoughtful manner while maintaining campground standards. Fully comprehend and execute all relevant phases of the front desk computer system. Prepare reports as required, relating to procedures, efficiency, sales, scheduling, etc. Ensure logging and delivery of all messages, packages and mail in a timely and professional manner. Understand and communicate all rates packages and promotions currently underway. Be familiar with all in-house groups. Establish and maintain good communications and teamwork with fellow associates and other departments within the campground. Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner. Answer all guest inquiries in a timely and professional nature. Ensure strict cash controls by following specific KOA cash and credit card handling procedures. Maintain high standards of professionalism, customer service, quality and cleanliness. Increase revenues through up-selling strategies and profitability of ancillary income. Foster a work environment that maximizes employee involvement, morale and is dedicated to delivering KOAs Culture, Mission, Values and Goals. Directed by GM/AGM, monitor and implement the department safety program, which ensures that all OAK employees work in a safe and hazard free environment that complies with various local, state, and federal safety requirements. 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 strong leadership skills with a professional attitude towards staff. Promotion of ancillary revenue streams. Trained and knowledgeable staff that can do their job timely and efficiently. Effectively control and manage all front office operations. Meet Quality Assurance standards Job Qualifications
High School diploma or equivalent Supervisory skills training or experience in related field is preferred Hear and speak the English language fluently Excellent communication, collaboration, and delegation skills with ability to manage confrontation Ability to motivate, lead and develop a diverse team Strong working knowledge of operational procedures Comfortable in a fast-paced and high-pressure environment. Ability to read and maintain a budget Motivated, goal oriented and results driven Ability to maintain confidentiality Able to work nights, weekends, and holidays Valid Driver’s license 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. Kampgrounds Of America, INC. is an Equal Opportunity Employer and strives to provide an environment where all employees and applicants are treated with respect. The company is committed to fair treatment of all persons. This value ensures employees and candidates are treated equally and are protected from discrimination or harassment of any kind. All employment decisions shall be made without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors, or any other protected status. KOA does not sponsor Visas KOA currently does NOT hire in the following states: Alaska, District of Columbia, Idaho, Louisiana, New Hampshire, North Dakota, Rhode Island, Vermont Kampgrounds Of America, Inc. is an Equal Opportunity Employer and strives to provide an environment where all employees and applicants are treated with respect. The company is committed to fair treatment of all people. This value ensures employees and candidates are treated equally and are protected from discrimination or harassment of any kind. All employment decisions shall be made without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors, or any other protected status.
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Kampgrounds of America, Inc. (KOA) is the world’s largest network of privately owned campgrounds and the leader in outdoor hospitality. KOA has 500+ locations across the United States and Canada including a mix of franchised and company-owned parks. Founded in 1962, the mission of KOA is “connecting people to the outdoors and each other,” and those who represent the brand share the values of being family-oriented, passionate, entrepreneurial, customer-focused and innovative. At KOA, we believe the outdoors is fun and for everyone. We are committed to having an environment where all are treated with dignity and respect. We strive to: intentionally create a sense of community and belonging for our guests, employees and franchise partners continually educate ourselves and expand our knowledge to foster an inclusive and supportive environment sustain a culture that promotes diversity of thought and experiences ensure everyone has the ability to experience the outdoors and that our facilities are accessible to all drive change in our company and industry through action and implementation ABOUT KAMPGROUNDS OF AMERICA, INC. Kampgrounds of America, Inc. (KOA) is the world’s largest network of privately owned campgrounds and the leader in outdoor hospitality. KOA has 500+ locations across the United States and Canada including a mix of franchised and company-owned parks. Founded in 1962, the mission of KOA is “connecting people to the outdoors and each other,” and those who represent the brand share the values of being family-oriented, passionate, entrepreneurial, customer-focused and innovative. Reports To
Designated Supervisor and General Manager Position Summary
The Guest Services Lead (GSL) is responsible for providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay. The GSL will supervise the operations of the front desk to maintain the highest productivity, employee morale, and guest service as possible. They will accommodate campground guests by registering, issuing keys, keeping proper record of occupied sites, making and confirming reservations and collecting payments. Specific Duties
Evaluate front-office team members\' performance and aid AGM in hiring, training, encouraging teamwork, and setting a high level of customer service standards. Assist with schedule to ensure adequate staffing to support occupancy. Resolve guest concerns and complaints in a thoughtful manner while maintaining campground standards. Fully comprehend and execute all relevant phases of the front desk computer system. Prepare reports as required, relating to procedures, efficiency, sales, scheduling, etc. Ensure logging and delivery of all messages, packages and mail in a timely and professional manner. Understand and communicate all rates packages and promotions currently underway. Be familiar with all in-house groups. Establish and maintain good communications and teamwork with fellow associates and other departments within the campground. Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner. Answer all guest inquiries in a timely and professional nature. Ensure strict cash controls by following specific KOA cash and credit card handling procedures. Maintain high standards of professionalism, customer service, quality and cleanliness. Increase revenues through up-selling strategies and profitability of ancillary income. Foster a work environment that maximizes employee involvement, morale and is dedicated to delivering KOAs Culture, Mission, Values and Goals. Directed by GM/AGM, monitor and implement the department safety program, which ensures that all OAK employees work in a safe and hazard free environment that complies with various local, state, and federal safety requirements. 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 strong leadership skills with a professional attitude towards staff. Promotion of ancillary revenue streams. Trained and knowledgeable staff that can do their job timely and efficiently. Effectively control and manage all front office operations. Meet Quality Assurance standards Job Qualifications
High School diploma or equivalent Supervisory skills training or experience in related field is preferred Hear and speak the English language fluently Excellent communication, collaboration, and delegation skills with ability to manage confrontation Ability to motivate, lead and develop a diverse team Strong working knowledge of operational procedures Comfortable in a fast-paced and high-pressure environment. Ability to read and maintain a budget Motivated, goal oriented and results driven Ability to maintain confidentiality Able to work nights, weekends, and holidays Valid Driver’s license 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. Kampgrounds Of America, INC. is an Equal Opportunity Employer and strives to provide an environment where all employees and applicants are treated with respect. The company is committed to fair treatment of all persons. This value ensures employees and candidates are treated equally and are protected from discrimination or harassment of any kind. All employment decisions shall be made without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors, or any other protected status. KOA does not sponsor Visas KOA currently does NOT hire in the following states: Alaska, District of Columbia, Idaho, Louisiana, New Hampshire, North Dakota, Rhode Island, Vermont Kampgrounds Of America, Inc. is an Equal Opportunity Employer and strives to provide an environment where all employees and applicants are treated with respect. The company is committed to fair treatment of all people. This value ensures employees and candidates are treated equally and are protected from discrimination or harassment of any kind. All employment decisions shall be made without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors, or any other protected status.
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