Outdoor Guest Service Manager - Temecula KOA at Vail Lake

 Company Background

Kampgrounds Enterprises, Inc is a third-generation family business in the Outdoor Hospitality sector with a long history of owning and operating award-winning campgrounds. Our goal is the be one of the premier campground operators in the country offering exceptional customer service while providing families the opportunity to create memories around the campfire.

Property Information

The Temecula KOA at Vail Lake Resort is an outdoor campground destination located in beautiful Southern California among a grove of oak trees. It is a year-round park offering camping close to the Temecula wine country, beautiful Vail Lake, and has miles of mountain bike, horse, and hiking trails. We have over 400 RV sites and 26 units of accommodation on the property with a plan for continued renovation. Our staff strives to create a great camping experience for our guests by offering excellent customer service, outstanding amenities, and the opportunity to create memories to last a lifetime!

Working hours:

• Reports to the Assistant General Manager (AGM)
• Full-time – 40/week
• Compensation - $25/ hour & up depending candidate's experience, subsidized health insurance & Simple IRA plan after completed milestones
• Schedule:  Thursday 1:30pm-10pm, Friday & Saturday 2:30-11pm, Sunday 10am-6pm, Monday 8:30am-5pm
• Daily hours should best fit the team needs but primarily during high traffic hours
• Must include Friday evening for the main check in rush
• Schedule should over-lap with the AGM by 2-3 days
• Assumes 4 scheduled shifts per week
• Assumes 1 support/admin days per week
• 85% of time spent on shifts and in the park, 15% on other duties

Administrative tasks:

• Meet with AGM individually once per week
• Coordinate with other Team/Department leaders as necessary
• Help disseminate information on project plans, policy changes and other information to individual teams
• Assist AGM with completion of required trainings/HR tasks for department
• Enforce campground policies and implement solutions consistent with the goals of the park
• Proactive guest management
• Ensure all guest service staff are prepared to welcome after hours guests
• Coordinate delivery of guest and staff packages/goods throughout the property

Leadership Responsibilities:

• Assist with the hiring of staff for team
• Orientation and training of new hires
• Cover shifts for the department as necessary
• Help to resolve and coordinate customer service recovery
• Communicate directives and assign tasks to staff with professionalism
• Clearly communicate with guests in a professional and courteous manner
• Efficiently schedule staff based on campground occupancy

Guest Service Shift Duties:

• Take lead in guest interactions, both positive, corrective and de-escalation
• Respond to customer service issues in the campground, lake & biking areas
• Light Custodial work to maintain high standard of cleanliness in all facilities
• Filling LP gas tanks during office hours
• Light pool maintenance
• Help facilitate the day use pass for mountain bike guests
• Ensure all campsites and patios are prepared and cleaned for the next guest

Skills required:

• Proficient in Microsoft Office and other internet applications
• Customer service/Tourism/Hospitality Experience – or like leadership of a team
• Ability to lift 50lbs
• Sit/Stand for long periods of time
• Hold a valid driver’s license

Preferred Skills:

• Bilingual is valued
• Ability to problem solve
• Organized
• Interpersonal communication skills

PM 21