Guest Services Manager

YMCA Of The Ozarks Guest Service Manager - Trout Lodge 

Exempt Full-Time Position 

Position Summary : 

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. The Guest Experience team is frequently the first point of contact that a guest, camper, parent or other constituents will have with YMCA of the Ozarks. The Guest Experience Manager serves in a highly visible support capacity, thereby requiring an outgoing and friendly personality, professional appearance and ability to command respect by presence.

Our Culture:

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you. The Gateway Region YMCA strictly follows a zero-tolerance policy regarding child abuse. 

Essential Job Functions

• Hire, train, supervise, and support staff in guest services, 
• Consistently set the standard for professionalism in the workplace; including, physical appearance, the state of personal workspace and overall guest interactions. 
• Work in tandem with the Senior Guest Experience Director to make contact with group leaders from all major groups on site. Continue to build relationships and support, through the extent of their stay. 
• Provide excellent customer service to guests (& group leads) during the duration of their stay. 
• Oversee the general appearance of the front desk and lobby
• Performs any/all duties as deemed necessary by the Senior Guest Experience Director 
• Completes all items on the daily checklist with accuracy. 
• Coaches the front desk team on upsells and promotion of paid activities 
• Takes, and trains Trout staff to make reservation calls with accurate and appropriate data entry
• Responsible for balancing shift activity. Counting all cash drawers each shift. 
• Ensures all guests receive information concerning all programs, activities, and marketing materials. 
• Oversee accounting transactions for the entire day. 
• Process invoices for both the Guest Experience Department, and other departments, as assigned. 
• Assist with projects as deemed necessary by the Senior Guest Experience Director or Executive team. 
• Serves as administrative support to the administration department. 
• Performs all other duties as assigned. 

Requirements

• A minimum of 2 years of experience working in guest services delivery 
• The financial acumen required to work with and understand financial information and data
• A bachelor's degree or equivalent work experience 
• Excellent communication skills in order to convey information and ideas clearly (both oral and written), as well as, effective listening skills to understand issues and work toward problem resolution
• Being customer-focused and consistently striving to deliver optimal employee and customer satisfaction for the hotel
• Previous hotel experience with proven success in leadership of teams and guest service results