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Guest Relations Director

JOB SUMMARY

The individual manages the Food Service, Concessions and Retail, and Registration departments of the Hume Lake campus. While the primary focus is on the Hume Lake campus, this role also ensures uniformity across all campuses in these areas. The job requires frequent interaction with staff (at all levels) and guests in a fast-paced environment, often under pressure. The individual must remain adaptable, proactive, resourceful, efficient, and maintain a high level of professionalism and confidentiality.

ORGANIZATIONAL STRATEGY

• Oversees Food Service, Registration, Retail, and Concession departments of Hume Christian Camps at the Lake campus

• Communicates with other Hume departments to determine resource availability, event management, and promotional/informational needs

• Supports the COO and CFO in engaging the Board of Directors around Food Service, Registration, Retail, and Concession issues and trends in financial trends, operating models, and delivery

• Monitors department functions in order to analyze and develop more efficient procedures as well as more optimal use of resources while maintaining a high level of quality and accuracy

• Establishes and implements short and long-term goals, objectives, policies, and operating procedures

• Responsible for managing and maintaining relationships with churches, group leaders, and vendors as it pertains to Guest Relations

• Demonstrates and maintains an expectation of a quality of excellence for guest experience

• Stays informed of new developments in the field of hospitality, and challenges the status quo of current policies and procedures in order to improve the guest experience

• Advocates for the guest and acts as a liaison between guests and staff when expectations need to be met

• Tracks and create various reports reflecting operating numbers (fiscal and otherwise) and trends

MANAGING

• Leverages strengths of the current team members, helps to clarify roles and responsibilities, and develops/implements training programs to maximize and reach optimal individual and organizational growth and goals

• Prioritizes and manages multiple projects simultaneously, exercising timely follow-through

• Provides leadership in strengthening internal communications with staff at all levels throughout the organization; creates and promotes a positive and supportive work environment

• Provides training to new and existing staff as needed

• Has the ability to inspire others and build effective teams as well as supporting cross-functional teams within other departments

• Is a strategic thinker and an excellent communicator

• Engages people during task assignments and accepts a high level of responsibility

• Responsible for managing departments to control costs, maximize revenue, and optimize efficiency

GENERAL QUALIFICATIONS

• Evidenced commitment to the Christian faith and has a desire to share the knowledge of Jesus Christ with others

• Able to agree with our Statement of Belief and abide by our Code of Conduct

• Commitment to excellence

• Manages and utilizes camp resources with a biblical view toward stewardship

• Has willingness to adjust hours to accommodate the needs of the job.

• Demonstrates skills, knowledge and experience in managing registrations for events as well as reservations for hotels;

• Experienced and knowledgeable in managing small retail operations;

• Exemplifies strong strategic, analytical, organizational and personal/relational skills;

• Current in general office technology; copier, scanner and fax machine; computer literacy in word processing, Excel Spreadsheets and database management (Circuitree); proficient with Google Apps, Office applications (Word and Excel), Hume Lake’s communication (telephone and radio), Proficient in Windows/Mac OS, Bold Software (Live Chat);

• Possesses excellent oral and written communications skills. Professional writing skills must include correct grammar, punctuation, spelling, formal word use, letter introduction and salutation;

• Has the ability to manage multiple tasks, projects and responsibilities in an unstructured environment;

• Exercises excellent leadership skills in a team environment and works well with others;

• Can thrive while maintaining a heavy workload;

• Has ability to handle difficult customer service situations that are escalated to the Manager level.

PHYSICAL DEMANDS

• Must be able to stand and/or sit for extended periods of time;

• Must be able to live and work in extreme weather conditions;

• Must be able to lift and/or move up to 25 pounds;

• Out-of-town and/or overnight travel may be required;

• Must be able to live at high altitude and in small living quarters, or provide private accommodations.

OTHER

• Minimum of 5 years’ experience in hotel or event management with demonstrated success;

• Bachelors of Arts Degree or higher in related field is preferred;

• Performs other related duties and assignments as required;

• Hume Lake maintains the right to reassign or change duties as required;

• Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position.

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

Updated: 5/15/2023 6:39:12 PM