DEPARTMENT PURPOSE: The purpose of the Guest Services Department is to demonstrate a Christ-like environment through contact, connection and communication. This is accomplished in the areas of sales, reservations and servicing our guests.

POSITION PURPOSE: The purpose of the Guest Services Director is to set the service culture and standards of the Guest Services Department.

ESSENTIAL COMPONENTS:

• The one holding this position must be a mature Christian, able to effectively lead and demonstrate Christ-likeness. It is imperative that this person always conduct themselves in a manner as to uphold a solid testimony in harmony with traditional, conservative, evangelical values. The director must completely adhere to the doctrinal position of America's Keswick and seek to live the principles of God's Word. It is understood that failure to maintain a high standard of personal testimony will be grounds for dismissal.
• This position requires a minimum of a high school diploma. Bachelor's degree is preferred, or equivalent experience.
• This position requires a minimum of 5 years of experience in a field related to customer service.
• Solid verbal and non-verbal communication skills are necessary to perform the duties of this position.
• Due to the nature of the position, strong computer skills are required with MS Office Suite and other proprietary programs. Above average computer skills are necessary.
• The ability to work in a busy environment is required.
• Administrative and organizational skills are required.
• This position requires excellent leadership abilities, discipleship abilities, strong team building skills and superior customer service skills.
• Sales and negotiation skills are required to execute role in guest and group relationships for financial packages and discounts.

DUTIES AND RESPONSIBILITIES: The Guest Services Manager is responsible for overseeing all aspects of guest service operations to ensure exceptional guest experiences. This includes managing the guest services team, coordinating group and individual reservations, handling guest inquiries, and maintaining accurate records and forecasts. The role involves acting as a liaison between guests and various departments, such as food service and housekeeping, to ensure smooth event and group management. Additionally, the manager supervises the sales contract process, manages the events calendar, and oversees the reservation system. The Guest Services Manager also plays a key role in staff development, including scheduling, training, and performance evaluation. The position requires availability to handle guest needs and ensure operational efficiency, contributing to the overall team effort as directed by the administrative team.

REPORTING RELATIONSHIPS: The Guest Services Director reports to the Director of Strategic Initiatives.

HOURS: This position requires a minimum of 40 hours per week. Due to the nature of Guest Services, the Director will need to work a variety of hours and days, including nights and weekend, to accomplish the job responsibilities and interact with groups based on their travel demands.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• Ability to stand, walk or sit at a computer for an extended period of time.
• Ability to see and hear within normal range
• Finger and hand dexterity to manipulate objects

WORK ENVIRONMENT: This is an on-site position at America's Keswick.