Assistant Guest Services Manager

SUMMARY OF OVERALL PURPOSE

Primary point of contact for guests in servicing any needs related to their Give Kids The World vacation including emergency support, foundation relations, medical supplies, transportation requirements, etc. Serves as liaison with all departments regarding Village and Guest Services/safety issues.

KEY ACCOUNTABILITIES

Guest Services

Answers guest inquiries, handles complaints and attends to the need of the guests in a timely manner to ensure the perfect guest experience. Coordinates with other departments in a collaborative manner to resolve any issues. Coordinates the delivery of materials and equipment to families. Provides a mid-arrival call to each family and responds to any issues/concerns immediately. Incidents

Serves as liaison for all safety and security issues between all departments, guests and volunteers. Ensures that all incidents with wish families, staff and volunteers are clearly documented and processed. Follows up with families, WGOs and other departments in a timely fashion to ensure resolution and provide necessary updates. Village Support

Assists with daily operation of Guest Services Team. Communicates with volunteers in a helpful and timely manner. Administrative

Issues funds to families as designated. Manages petty cash. Oversees the distribution of tickets. Assists with the maintenance of Room Map. Updates and maintain in-house front office property management system as needed. Volunteers: Works with Volunteer Services to identify and recruit volunteers for Guest Services; schedule volunteers to ensure adequate coverage All other duties as assigned

PHYSICAL DEMANDS OUTSIDE NORMAL WORK ENVIRONMENT

Ability to lift/move objects up to 50 lbs. Ability to stand for extended periods of time. Work a flexible shift to meet department needs, this includes availability for nights, weekends, and holidays. Work in all weather conditions.

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Proven experience to delivery exceptional customer service. Demonstrated ability to maintain multiple priorities and ability to adapt quickly and easily to a changing environment. Ability to work with all types of individuals, including: guests, co-workers, volunteers, vendors and leaders. Must be able to use creative problem solving skills and demonstrate decisiveness. Ability to speak and write English clearly & articulately with a positive, professional & pleasant manner. PC skills including Microsoft Outlook (Office, Word, Excel). Ability to operate a motorized vehicle, including battery-operated golf cart. Valid driver's license and clean driving record. Must meet acceptable attendance and punctuality requirements, which are essential functions for the position. High School Diploma. 3 or more years of experience in hospitality. Bachelor's Degree, preferred. In-House front office property management, preferred. Blingual, English/Spanish, preferred. Give Kids The World is a drug-free workplace.