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Guest Services Coordinator
Highlights for Children | |
United States, Pennsylvania, Honesdale | |
April 23, 2024 | |
Guest Services Coordinator Department: Highlights Foundation Reports To: Highlights Foundation Manager FLSA Status: 40 hours/week Revision Date: February 2024 Milanville, PA The Highlights Foundation mission and activity is only as successful as the strength of its community. Our community of students, faculty, donors, partners, staff, and volunteers contribute to the culture and climate that make this organization unique and successful. In our ongoing quest for excellence, we recognize the need for a Guest Services Coordinator who can work across the organization to create cohesion within the Highlights Foundation community. This role focuses heavily on supporting our hospitality and on-campus teams to ensure guests and students are able to have the best success and experience possible. Position Summary The Guest Services Coordinator will ensure that all retreat guests' needs, questions, or concerns are met, both ahead of their stay and while on campus. The guest services coordinator will handle all guest inquiries that come in via phone, email, and online chat. They will also be responsible for day-to-day management of Retreat Guru, the current retreat management software that keeps track of guest stays, lodging, dietary needs, and billing. The Guest Services Coordinator will report directly to the Community Operations Manager and will work on campus at the Highlights Foundation Retreat Center. Shifts are scheduled monthly, and can include all days of the week, Monday thru Sunday-40 hours per week. The schedule will depend on when workshops and large group retreats take place on our campus. Typically, shifts will be scheduled during the day, but some evening availability will be required depending on group arrivals. Essential Duties and Responsibilities:
What you should show up ready to teach anyone on your first day: You'll start familiarizing yourself with the various platforms our teams use for cross-team collaboration. You will start to familiarize yourself with campus culture-interacting with guests and being available for questions or concerns, and overall being a helpful presence to guests and students, especially at mealtimes. Within the first month, you'll: Have a good understanding of the various software systems used by the organization, and an understanding of how campus operations function. Within 90 days, you'll begin to take on tasks of your own and begin to have independent responsibility of tasks. You will understand the most common guest questions and how to respond accordingly. Within the first year, you'll: Become the resident expert on all things guest services and feel very comfortable with all of the duties related to this exciting role. Qualifications
Software/hardware you'll be expected to learn:
Education and Experience: Experience in general customer service, and more specifically in hotel or retreat guest services, is preferable. Other relevant experience, such as food service, retail, or telecommunications, could all easily translate for people looking to shift careers. If you are a people-person and willing to learn, we will train the right person. Physical Requirements:
Highlights for Children provides reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. |