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Guest Relations Manager

General qualifications

• Must demonstrate a strong, maturing faith in Jesus Christ as Savior and Lord; the ability to confidently articulate that faith; and a willingness to serve in a Christian camping environment.
• Must demonstrate and articulate an active interest, support, and belief in the major tenets of Evangelical Christianity and the Evangelical Covenant Church in particular.
• Commitment to and behavior consistent with Alpine’s Identity Statements, Character Guide and Peacemaker’s Pledge.
• Evidence of a positive attitude and the ability to proactively collaborate with others.
• Must be a highly organized “self-starter”, willing to follow through on projects given with a minimum amount of supervision.
• Ability to perform the essential functions of the job.
• Willing and able to follow directions given by their supervisor.
• A relevant post-secondary degree and/or 3-5 years experience, preferably in Christian camp/conference programming and management are preferred.
• Able to productively work in an environment with frequent interruptions and occasional chaos.


Specific Qualifications

• Must maintain a full and complete understanding of Alpine’s varied programs, facilities and services.
• Must be able to articulate that understanding clearly, accurately and with tactful persuasion to a wide variety of potential customers, consistently within the context of their needs and desires; both through verbal and written means of communication.
• Must have experience in management of personnel and processes demonstrating a value system that exhibits the importance of growing and serving people is of higher priority than only achieving goals through the use of people.
• Must demonstrate strong verbal/written communication skills.
• Hospitality industry experience preferred.
• Must be able to coordinate the simultaneous business and ministry needs of large and small retreat groups.
• Must demonstrate evidence of strong customer service skills and initiative, self-direction, attention to detail, flexibility, problem solving and ability to complete tasks in a timely manner.
• Must possess computer proficiency and ability to quickly learn a variety of computer programs.
• Experience in a team setting, ability to work well with others, with evidence of initiative and self-direction. Demonstrate sensitivity to the needs of staff and guests within a service organization and demonstrate self-control under pressure.
• Ability to provide spiritual and emotional encouragement and care to both team members and guests.
• Some sales and negotiating skills a plus.





General responsibilities

• Intentionally contribute to a healthy organizational culture aligned with Alpine’s Identity Standards, Character Guide, Peacemaker’s Pledge, Relational Covenant etc.
• Proactively participate in assigned leadership, (staff/management team) meetings, activities and outcomes.
• Proactively engage in increasingly effective two-way communication (sharing information, resources and feedback) within your department and, as needed, with all relevant departments regarding actions and resources required to achieve agreed upon results
• Comply with all policies and practices as outlined in Alpine’s Personnel Policy Handbook and other handbooks and manuals relevant to this position.
• Proactively implement team initiatives designed to meet or exceed monthly and annual income goals and objectives while staying within negotiated expense budgets.
• Other duties as assigned by the Executive Director.


Specific Responsibilities

Personnel
• Directly oversee/supervise the Guest Relations Assistant(s) and Hospitality Coordinator.
• Work with Human Resources, in the recruiting, hiring, training, evaluating, coaching and dismissing of GR personnel.
• Provide input on training content and practices for all personnel affecting the guest experience.
• Work with Human Resources in carrying out Alpine’s most current performance evaluations, with subordinates in a timely manner.

Guest Relations
• Maintain a full and complete understanding of Alpine’s varied programs, facilities and services.
• Maintain and share full knowledge of current booking and availability status for all program camps, guest rentals, Outdoor Adventure, Ropes and Airsoft groups.
• Oversee preparation and distribution of reports, general correspondence and contracts for Alpine guest groups and sponsored events.
• Develop and oversee the operating budget for Guest Relations.
• Produce accurate month-end, year-end and other reports deemed valuable to the operation and growth of Alpine’s ministries.
• Work with Guest Relations Assistant(s) in executing retention and sales calls and documenting results.
• Ensure hospitality is carried out through relationships and systems with high-quality service to all guests.
• Oversee the scheduling and systems necessary for hospitable execution of front office operations.
• Oversee the following duties and ensure they are carried out by GR Team:
-Registration of individuals and churches for Alpine-sponsored conferences/camps/retreats in a timely manner (24-48 hour turn- around).
- Keep all mailing lists and databases updated in a timely manner.
- Assure the distribution of outgoing and incoming mail and bank deposit runs are carried out daily and/or weekly.
- Make sure office supply inventory is stocked as needed.
- Guest check-in process is running smoothly.
• Receive, manage and document complaints, service issues and conflicts that arise with guests and neighbors.

Facilities
• Work with Facilities and Housekeeping in fulfilling and improving Alpine’s Clean and Beautiful Plan.
• Ensure timely and thorough communications with Facilities and Housekeeping regarding guests’ needs and related repairs.

Marketing
• Work closely with the marketing team in setting direction and implementing proactive, timely strategies and tactics toward the achieving of camper day and occupancy goals.
• Collaborate with the program and marketing teams on executing and measuring targeted sales efforts.







General Essential Functions

• Able to arrive consistently on time and prepared to work.
• Capable of ascending and descending stairs and ladders.
• Capable of lifting and carrying up to 50 pounds.
• Possess a valid California driver’s license and a clean driving record.




Specific Essential Functions

• Possess sufficient sight and hearing capacities to ensure giving of clear directions for guest safety.
• Able to sit, stand and/or work in varied conditions for extended periods of time as needed.
• Mental acuity sufficient to accurately execute math problems related to the creation and execution of income and expense budgets, analyses and projections.
• Able to clearly speak to and hear others both in person and through varied electronic communication devices.
• Mental and emotional judgment sufficient to determine the state of another’s (i.e.: potential customer) interest, whether or not to proceed, and how to most effectively and respectfully proceed.

Time:  Full-Time Year Round
Salary:  Paid
Category:  Guest Services

Updated: 8/30/2018 2:40:23 PM