Office/Store/Registration/Housekeeping

Guest Services Representative Job Description

REPORTS TO

Guest Services Supervisor, Campground Manager and/or Owner(s)

POSITION SUMMARY

Responsible for guest registration, front desk, and store procedures while delivering great guest service, with a day of housekeeping.

SPECIFIC DUTIES

• Provide superior guest service over the telephone and in person, by being enthusiastic, attentive, friendly and helpful.


• Greet all guests with a positive attitude and a well-groomed appearance, a smile, recognition and a proper KOA uniform and name tag.


• Handle all guest issues with respect by listening and acknowledging their concern.


• Follow all KOA guidelines and procedures regarding the handling of registrations, reservations, store sales and refunds.


• Follow specific cash and credit card handling procedures and properly use the computer, cash register, credit card, and various other front desk equipment.


• Handle daily, weekly, and monthly scheduled stocking and cleaning programs as requested by the Guest Services Supervisor, Campground Manager and/or Owner(s) for all front office and store facilities.


• Promote local attractions, as well as the KOA system, through Value Kard sales, referrals to other KOA's, and being knowledgeable of all national and local advertising and discount programs.


• 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.


• Housekeeping will include bathrooms, accommodations and surrounding area around office/store.

EXPECTED RESULTS

• All guests are greeted immediately with friendly, helpful and professional guest service delivery.


• Demonstration of a positive attitude with guests, management, team members, and vendors.


• Careful and accurate money handling.


• Promotion of this KOA and entire KOA system.


• Well-groomed appearance and appropriate, clean KOA uniform and nametag.


• Attention to detail when taking reservations and/or registering guests.


• Job duties completed in an efficient, timely manner.


• NPS scores that reflect satisfied happy guests as related to the cleanliness of the campground and attentiveness of housekeeping staff.

JOB QUALIFICATIONS

• Hear and speak the English language fluently


• Knowledge of computer and cash register operation


• Ability to work nights, weekends, and holidays


• Excellent customer services skills


• Ability to maintain confidentiality

PHYSICAL REQUIREMENTS

• Must be able to lift up to 50 pounds, lift and carry 25 pounds occasionally and 10 pounds regularly


• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance


• Ability to respond to telephone calls, hear issues, give direction while viewing computer screens


• Long periods of standing (80%)


• Ability to bend, stoop, kneel, crouch, and climb


• Requires the use of hands/fingers to handle or feel