Guest Registration Manager

POSITION SUMMARY:

This position supports the work of the YMCA of the Rockies, Snow Mountain Ranch, which operates a mission-based family and group conference and retreat center, and a residential camp, serving more than 50,000 annually. The Guest Registration Manager is primarily responsible for overseeing his/her shifts at the Front Desk with a high priority on guest service. Also manages the Guest Registration seasonal staff and volunteers, and is responsible for accurate guest folio charges, nightly income audit, and other related duties.

REQUIREMENTS/QUALIFICATIONS:

• At least two years of college-level education preferred, or
• At least two years of management experience, preferably in the hospitality industry.
• Must be highly effective in leading others and developing staff’s guest services skills.
• Prior supervisory experience in a customer service environment.
• Possess a valid, USA state-issued driver’s license, an acceptable driving record, and comply with YMCA driving rules to be approved to operate YMCA vehicles.
• Must be extremely organized with impeccable attention to detail, accuracy and able to meet deadlines.
• Excellent interpersonal, leadership and training skills.
• Work with frequent interruptions in a fast-paced environment.
• Willing to work a flexible schedule that may include evenings, weekends and holidays.
• Must be able to sit and stand, get up and down frequently, and walk around during a shift.
• Ability to read, write, speak and understand English clearly, concisely, and fluently.

GENERAL YMCA OF THE ROCKIES REQUIREMENTS:

• Uphold and reflect the YMCA core values of Caring, Honesty, Respect, Responsibility and Faith in all functions
• Uphold the YMCA of the Rockies Mission, policies, and programs.
• Possess and demonstrate excellent customer service skills; for example, friendly, personable, helpful, patient, and professional.
• Support the YMCA of the Rockies safety program. Promote safe work practices and a safe environment for guests, members, and staff.
• Promote a cooperative, positive, and flexible atmosphere while working with others in a diverse community.
• Attend required abuse risk management training and report suspicious or inappropriate behaviors and policy violations.
• Commitment to diversity, equity, inclusion, and anti-racism required.
• Must meet acceptable criminal background check standards.
• All other duties as assigned.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Ability to climb stairs, kneel, stoop and bend.
• Ability to lift and move up to 30 lbs. to a height of up to 4 feet.
• Must be able to function in loud, hectic environments.

Note: Employees are held accountable for all duties of this job. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

ESSENTIAL FUNCTIONS:

• Assist with hiring, supervising and evaluation of up to 15 Guest Registration seasonal staff and volunteers.
• Primary trainer for new staff working the front desk.
• Cover primarily the PM/Income Audit shift.
• Complete or supervise completion of an audit that includes, but is not limited to, counting cash boxes, handling large sums of revenue, and making nightly deposits. Confirm the accuracy of the income that has been deposited and run end of day reports.
• Process petty cash and payroll advance requests.
• Provide backup coverage for the Night Audit shift when operationally necessary.
• Operate the Association’s reservation, radio and PBX systems and promptly report outages and malfunctions.
• Work with upset or dissatisfied guests, solving any issues that arise.
• Work with Asst. Guest Registration Director to update and develop various training information and programs for the Guest Services Department.
• Assist with and contribute to employee training programs such as the Snow Mountain Ranch Interns, Navigators, Leadership Training Program (LTP), and Focus, and work with the volunteer staff in the Guest Services Department.
• Assume responsibility and delegate authority to co-workers when management is absent.
• Regularly communicate with the Asst. Guest Registration Director.
• Assist with the property’s Quality Inspection Team twice a year.
• Attend scheduled Dept Head and Assistant meetings once a month when schedule permits, and attend other staff and management-related meetings as needed.
• Assist with emergencies that happen on property and other concerns that arise at the Front Desk.
• All other duties as assigned.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Ability to climb stairs, kneel, stoop and bend.
• Ability to lift and move up to 30 lbs. to a height of up to 4 feet.
• Must be able to function in loud, hectic environments