Assistant Guest Services Manager

SUMMARY OF OVERALL PURPOSE

Primary point of contact for guests in servicing any needs related to their Give Kids The World vacation including emergency support, foundation relations, medical supplies, transportation requirements, etc. Serves as liaison with all departments regarding Village and Guest Services/safety issues.

KEY ACCOUNTABILITIES

Guest Services

• Coordinates with other departments in a collaborative manner to resolve any issues.
• Answers guest inquiries, handles complaints and attends to the need of the guests in a timely manner to ensure the perfect guest experience.
• Coordinate the delivery of materials and equipment to families.
• Provides a mid-arrival call to each family and responds to any issues/concerns immediately.

Incidents

• Follows up with families, WGOs and other departments in a timely fashion to ensure resolution and provide necessary updates.
• Serve as liaison for all safety and security issues between all departments, guests and volunteers.
• Ensures that all incidents with wish families, staff and volunteers are clearly documented and processed.

Village Support

• Assist with daily operation of Guest Services Team.
• Communicate with volunteers in a helpful and timely manner.

Administrative

• Manage petty cash.
• Update and maintain in-house front office property management system as needed.
• Assist with the maintenance of Room Map.
• Issue funds to families as designated.
• Volunteers: Work with Volunteer Services to identify and recruit volunteers for Guest Services; schedule volunteers to ensure adequate coverage
• Oversee the distribution of tickets.

All other duties as assigned

PHYSICAL DEMANDS OUTSIDE NORMAL WORK ENVIRONMENT

• Ability to stand for extended periods of time.
• Work a flexible shift to meet department needs, this includes availability for nights, weekends, and holidays.
• Ability to lift/move objects up to 50 lbs.
• Work in all weather conditions.

• Valid driver’s license and clean driving record.
• Ability to speak and write English clearly & articulately with a positive, professional & pleasant manner.
• Ability to operate a motorized vehicle, including battery-operated golf cart.
• Proven experience to delivery exceptional customer service.
• Bachelor's Degree, preferred.
• High School Diploma.
• Demonstrated ability to maintain multiple priorities and ability to adapt quickly and easily to a changing environment.
• Ability to work with all types of individuals, including: guests, co-workers, volunteers, vendors and leaders.
• 3 or more years of experience in hospitality.
• PC skills including Microsoft Outlook (Office, Word, Excel).
• Must meet acceptable attendance and punctuality requirements, which are essential functions for the position.
• In-House front office property management, preferred.
• Must be able to use creative problem solving skills and demonstrate decisiveness.

Give Kids The World is a drug-free workplace.