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Form of workNorthgate Resorts owns and manages the most awarded Camp-Resort portfolio in the nation. Our passion is creating family camping memories for our guests – memories that will last a lifetime! We don’t do this as individuals, but as a passionate team that cares about making a difference in our guests’ lives. We endeavor to be a highly effective, lean, and fast-moving organization.
The Guest Relations / Retail Manager is accountable for and leads the daily operations of the Guest Relations, reservations, and retail, to deliver an exciting, fun-filled, and unforgettable experience for our visitors from arrival until departure, and beyond. This Manager is also responsible for developing improvements to heighten the current Company standards regarding our ideal guest experience. This is a full-time leadership position that reports to the General Manager.
DUTIES & RESPONSIBILITIES
Guest Relations
Our Guest Relations Team is at the core of our Guest Experience. They are attentive and aware that the first and last impressions are decisive for our guests. They are quick to answer questions, happily make reservations, and check guests in & out of the resort, working professionally to resolve any issues
The Guest Relations / Retail Manager is accountable for and leads the daily operations of the Guest Relations, reservations, and retail, to deliver an exciting, fun-filled, and unforgettable experience for our visitors from arrival until departure, and beyond. This Manager is also responsible for developing improvements to heighten the current Company standards regarding our ideal guest experience. This is a full-time leadership position that reports to the General Manager.
DUTIES & RESPONSIBILITIES
Guest Relations
Our Guest Relations Team is at the core of our Guest Experience. They are attentive and aware that the first and last impressions are decisive for our guests. They are quick to answer questions, happily make reservations, and check guests in & out of the resort, working professionally to resolve any issues
- Provides guidance and explain service options to accommodate guest needs
- Ensures guest reservations are accurate and consistent with company policies
- Ensures the daily success of check-in standards and operational efficiencies both at the front desk and outside with escorts and express check in’s
- Provides coaching, encouragement, and recognition to staff members regularly
- Monitors the performance of agents, providing real time feedback and coaching
- Ensures front desk and lobby areas are clean, organized, and adequately stocked for the daily operations; ensures safety standards are met
- Ensures the express check-in area is clean, organized, and any necessary temporary signage is displayed (stop sign, RVs only, etc.)
Retail
Forget to pack something or need a souvenir to remember your getaway? At the Ranger Station, guests will find groceries, picnic supplies, camping supplies, Yogi Bear™ souvenirs, and more! The Store staff members and Seasonal Store Supervisor are responsible for providing outstanding service to guests in the Ranger Station.
- Manages a seasonal store supervisor that oversees the daily operations of the Ranger Station (retail store), including inventory levels and promotion of goods and services to meet revenue goals;
- Monitors trends in sales to make recommendations regarding store merchandising including pricing, product display, and offerings based on seasonality;
- Implements strategies that will increase sales to reduce spoilage of foods and overstock of merchandise;
- Conducts quarterly store inventory; and,
- Assists with loss prevention efforts.
Other Essential Duties
- Assists the Home Office marketing department with guest communications;
- Coordinates with home office marketing department on camp-resort specific promotions;
- Seeks out new and creative initiatives to increase sales at camp-resort;
- Works with Revenue Manager on KPI’s and analyzing trends in critical areas;
- Responsible for establishing standards and setting expectations;
- Hires, trains, and schedules team to coordinate workflows that maintain compliance with budget guidelines;
- Coaches team members to ensure continuous personal and professional development;
- Serves as the location’s “Manager on Duty” on an as-needed basis;
- Makes day-to-day decisions within or for a group or department;
- Coordinates and oversees various projects from start to finish;
- Collaborates with camp-resort team and home office departments;
- Responds to guest inquiries using the Northgate Resort service recovery guidelines;
- Presents a professional appearance and attitude at all times to ensure top-notch customer service and memorable experience for our guests;
- Required to perform the same tasks as the individuals supervised; and
- Participates in other projects and activities as assigned.
EDUCATION/TRAINING/EXPERIENCE
- High School diploma;
- Two years of management experience; and
- Experience in customer service, hospitality, and management preferred.
QUALIFICATIONS/REQUIREMENTS
- Strong computer skills;
- Photography skills preferred;
- Strong organizational, motivational, and leadership skills;
- Excellent communication, customer service, and problem-solving skills;
- Strong attention to detail, speed, and accuracy;
- Ability to multi-task and prioritize in a fast-paced environment;
- Strong work ethic and a positive attitude;
- Required to work nights, weekends, and holidays;
- Work with minimal supervision; and,
- Maintain composure under pressure.
ESSENTIAL PHYSICAL DEMANDS
- Able to move up to 50 lbs;
- Must be able to remain in a stationary position;
- Regularly move throughout the location;
- Continuously climb, balance, stoop, kneel, bend, crouch, and crawl;
- Use arms and hands to reach, and lift; and,
- Able to communicate verbally, including projecting the voice across distance in everyday and loud situations.
Northgate provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Northgate is also a proud participant of the E-Verify Program.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
