Kampgrounds Of America
GUEST SERVICES REPRESENTATIVE
Kampgrounds Of America, Gatlinburg, Tennessee, United States, 37738
KOA is the world’s largest network of privately owned campgrounds and the leader in outdoor hospitality. With 500+ locations across the United States and Canada, including franchised and company‑owned parks, KOA has a rich history of service and innovation since its founding in 1962.
In line with KOA’s mission of "connecting people to the outdoors and each other," employees share values that are family‑oriented, passionate, entrepreneurial, customer‑focused and innovative.
At KOA, we believe the outdoors is fun and for everyone. We are committed to fostering 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.
Continuously 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.
Reports To Guest Services Lead, Guest Experience Supervisor and/or Assistant General Manager
Position Summary The Guest Service Representative (GSR) provides attentive, courteous, and efficient service to all guests before arrival and throughout their stay. Responsibilities include registering guests, issuing keys, maintaining accurate site records, handling reservations, collecting payments, and keeping the store clean, well‑stocked, and organized.
Specific Duties
Greet and welcome all guests approaching the front desk in accordance with KOA standards.
Resolve guest concerns and complaints thoughtfully while maintaining campground standards.
Prepare shift check‑list and downtime reports as required.
Answer guest inquiries about campground amenities and local attractions.
Operate all relevant aspects of the campground property management system.
Log and deliver all messages, packages, and mail in a timely, professional manner.
Familiarize with in‑house groups.
Maintain good communication and teamwork with associates and other departments, using proper two‑way radio etiquette.
Ensure all guests are checked in/out in a friendly, efficient, and courteous manner.
Adhere to policies regarding cash drawer handling and specific KOA cash and credit card procedures.
Notify management of pertinent information related to daily shift activities.
Maintain high standards of professionalism, customer service, quality, and cleanliness.
Maintain store displays and inventory control; communicate ideas and guest feedback.
Increase revenue through upselling strategies and profitability of ancillary income.
Maintain health standards to ensure guests and team members are in a safe, secure environment.
Foster a work environment that maximizes employee involvement and morale, dedicated to delivering KOA’s culture, mission, values, and goals.
Expected Results
Demonstrate a positive attitude with guests, management, team members, and vendors.
Consistently maintain arrival, departure, and campground census reports.
Pay attention to detail when handling reservations and registering guests.
Promote ancillary revenue streams.
Meet Quality Assurance standards.
Job Qualifications
Hearing and speaking English fluently.
Excellent communication, collaboration, and delegation skills; 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.
Must lift up 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 indoors and outdoors in various climates.
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.
Equal Opportunity Employment 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. 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, political affiliation, military service, or other non‑merit‑based factors, or any other protected status.
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In line with KOA’s mission of "connecting people to the outdoors and each other," employees share values that are family‑oriented, passionate, entrepreneurial, customer‑focused and innovative.
At KOA, we believe the outdoors is fun and for everyone. We are committed to fostering 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.
Continuously 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.
Reports To Guest Services Lead, Guest Experience Supervisor and/or Assistant General Manager
Position Summary The Guest Service Representative (GSR) provides attentive, courteous, and efficient service to all guests before arrival and throughout their stay. Responsibilities include registering guests, issuing keys, maintaining accurate site records, handling reservations, collecting payments, and keeping the store clean, well‑stocked, and organized.
Specific Duties
Greet and welcome all guests approaching the front desk in accordance with KOA standards.
Resolve guest concerns and complaints thoughtfully while maintaining campground standards.
Prepare shift check‑list and downtime reports as required.
Answer guest inquiries about campground amenities and local attractions.
Operate all relevant aspects of the campground property management system.
Log and deliver all messages, packages, and mail in a timely, professional manner.
Familiarize with in‑house groups.
Maintain good communication and teamwork with associates and other departments, using proper two‑way radio etiquette.
Ensure all guests are checked in/out in a friendly, efficient, and courteous manner.
Adhere to policies regarding cash drawer handling and specific KOA cash and credit card procedures.
Notify management of pertinent information related to daily shift activities.
Maintain high standards of professionalism, customer service, quality, and cleanliness.
Maintain store displays and inventory control; communicate ideas and guest feedback.
Increase revenue through upselling strategies and profitability of ancillary income.
Maintain health standards to ensure guests and team members are in a safe, secure environment.
Foster a work environment that maximizes employee involvement and morale, dedicated to delivering KOA’s culture, mission, values, and goals.
Expected Results
Demonstrate a positive attitude with guests, management, team members, and vendors.
Consistently maintain arrival, departure, and campground census reports.
Pay attention to detail when handling reservations and registering guests.
Promote ancillary revenue streams.
Meet Quality Assurance standards.
Job Qualifications
Hearing and speaking English fluently.
Excellent communication, collaboration, and delegation skills; 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.
Must lift up 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 indoors and outdoors in various climates.
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.
Equal Opportunity Employment 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. 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, political affiliation, military service, or other non‑merit‑based factors, or any other protected status.
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