Reservations Associate

JOB SUMMARY:  

The Reservations Associate is responsible for assisting in the registration and check-in process for program events, as well as providing excellent customer service to program guests. This role supports the coordination of reservations, guest communication, and administrative processes to ensure a smooth and hospitable experience for all attendees.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Work under the guidance of the Reservations Manager who oversees registration and check-in for all programs (Family Camp, Radiant Discipleship Program, Youth, and Children’s).

Customer Support

• Serve as a point of contact for guests (group leaders, parents, and individual registrants), providing timely, professional, and courteous communication via phone and email.


• Respond to a high volume of daily inquiries related to registrations, reservations, and general camp information, including troubleshooting issues within the registration system.


• Return voicemails and assist callers with questions, changes, or concerns regarding their reservations.


• Communicate with group leaders regarding missing registrations, required forms, balances, and other pre-arrival needs.


• Provide clear and helpful follow-up communication regarding outstanding items such as medical forms, rosters, and payments.


• Maintain a gracious, service-oriented, and Christ-like attitude in all interactions.


• Consistently demonstrate a positive, flexible, and solution-oriented attitude, especially during high-volume or fast-paced seasons.

Administrative Duties

• Prepare guest check-in materials including printed packets, nametags, keys, and wristbands, and other required documents.


• Conduct on-site check-in for program groups and individual registrants, ensuring accuracy and a welcoming guest experience.


• Audit and manage group rosters to ensure all campers and counselors are properly registered in the system.


• Track and follow up on missing items including medical forms, required documents, and outstanding balances.


• Process reservation updates such as adding or adjusting attendee counts and maintaining accurate records.


• Support background check processes for registered counselors in compliance with safety requirements.


• Assist in processing and recording payments, including credit card transactions, within the reservation system.


• Prepare for check-in days by reviewing rosters, confirming documentation, and finalizing materials ahead of guest arrival.


• Send reminder communications to upcoming groups outlining outstanding requirements and next steps.


• Aid in other Reservations-related administrative tasks as needed.

EDUCATION & EXPERIENCE REQUIREMENTS

• High school diploma or equivalent.

Preferred

• Experience in customer service, administration, or hospitality related fields.


• Experience in a camp, retreat center, or ministry environment.

QUALIFICATIONS

• Uphold and support Forest Home’s Mission, Vision, and Core values.


• Demonstrate a professional attitude through performance, appearance, and demeanor.


• Ability to pray with guests and staff when appropriate and represent Forest Home’s Christian mission in interactions.


• Flexible, dependable, and able to perform a variety of tasks.


• Signed Statement of Faith.


• Excellent customer service, verbal, and written communication skills.


• Strong teamwork skills and a servant-hearted, Christ-like approach.


• Self-starter with the ability to streamline processes and complete high-quality work.

SUPERVISORY RESPONSIBILITIES

• This position has no supervisory responsibilities.

PHYSICAL DEMANDS

• Regularly required to stand, walk, sit, and perform administrative tasks.


• May lift, push, or pull objects up to 20 pounds.


• Required visual acuity for reading and computer work, and sufficient speaking-hearing ability to communication in person and by phone.

Reasonable accommodations may be made for individual with disabilities.

WORK ENVIRONMENT

• Primarily office-based with occasional outdoor exposure during guest check-in or events.


• Requires extended periods of sitting, computer use, and phone communication.


• Noise levels vary from moderate to loud depending on campus activity.


• May involve occasional work in varying weather conditions.


• Availability to work weekends is required, particularly to support guest check-in and program operations.


• Must be able to adapt to a fast-paced, detail-oriented environment with frequent interruptions.

FOREST HOME EMPLOYMENT STATEMENT

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. All terms and conditions of Forest Home’s at-will employment, duties, and responsibilities are subject to the Forest Home Employee Handbook.

FOREST HOME CORE VALUES

Surrender to Christ (Romans 12:1-2)

• Abide with the Lord daily through study of His Word and prayer


• Surrender to the Lord daily through obedience to His Word


• Worship the Lord with the Forest Home Community


• Commit to grow in your faith through regular attendance at a local church


• Prioritize God, Family, and Work appropriately


• Be prepared to share your testimony with staff or guests

·      Walk in Biblical purity (1 Timothy 4:12) by rejecting one’s sinful nature

Love (I Corinthians 13)

• Display the fruit of the Spirit: love, joy, peace, patience, kindness, goodness, faithfulness, gentleness, self-control (Galatians 5:22)


• Be respectful to others


• Demonstrate compassion

Serve (Philippians 2:3-11)

• Give generously to God and others through time, talent and treasure


• Seek to put others’ needs above your own


• Demonstrate humility in both spirit and deed


• Actively look for ways to serve

Walk in Integrity (Titus 2:11-12, Proverbs 4:23-27)

• Show loyalty to others, even when they are not present


• Do the right thing, even when others are not present


• Extend trust and seek to believe the best in others


• Ask for forgiveness quickly when necessary


• Be truthful and transparent with others

Strive for Excellence (Colossians 3:23-24)

• Demonstrate accountability with time and resources


• Request and receive training


• Desire to improve, and challenge others to do the same


• Commit to exceeding guest expectations


• Refuse mediocrity

Engage in Community (I Thessalonians 5:11-13)

• Seek first to understand before being understood


• Communicate clearly, empathetically and respectfully


• Work through conflict Biblically (Matthew 18-15-17)


• Participate in intentional and purposeful community activities


• Partner with teammates for the goal of unity and team effectiveness


• Play and appreciate “campy” fun


• Faithfully pray for one another

Innovate (Ephesians 3:20-21)

• Dream Big


• Proactively seek solutions


• Think outside the box


• Dream, plan and execute new ideas


• Acknowledge and trust that all things are possible through Jesus Christ our Lord (Matthew 19:26)