THE SALVATION ARMY

NORTH AND CENTRAL ILLINOIS DIVISION

Wonderland Camp and Conference Center

POSITION DESCRIPTION

POSITION TITLE: Guest Services Manager

LOCATION/DEPT: Wonderland Camp and Conference Center

REPORTS TO: Executive Director of Camp

FLSA CATEGORY: Exempt

STATUS TYPE: RFT

MISSION

The Salvation Army Wonderland Camp and Conference Center exists to support the ministry of the Salvation Army by providing the opportunity to experience Christ through focused programs in a natural, safe, camp conference environment.

OUTCOMES

The Guest Services Department is effectively developed, implemented and coordinated to provide excellent service to all guests of the Camp.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Directs and arranges all aspects regarding guest reception.
• Receives inquiries, generates and approves contracts, and follows through by tracking deposits and signed contracts.
• Oversee and utilize the established camp registration program (Camp Brain). Provide training for other staff if required.
• Contacts with current groups and new contacts are developed and maintained to ensure a quality relationship is established and maintained.
• Oversees preparation of facilities with the Maintenance/Housekeeping Departments, ensuring appropriate housekeeping and grounds keeping duties are performed in advance of guest arrivals.
• Ensures meeting areas are set up per contract specification, including table arrangements, staging, A/V equipment, lighting, etc.
• Oversees processes for closing down camp after a group's departure, including supervising the work of the summer staff during these procedures.
• Takes and maintains inventories of furnishings for buildings utilized by guest groups.
• Ensures access is granted to appropriate areas and buildings per contract agreements.
• Meets and greets leaders of rental groups. Gives tours, introduces key staff, and reviews Camp and Conference Center rules.
• Is responsible for hosting rental groups and is on call for rental groups needs throughout their stay on a rotating basis.

• Answers inquiries regarding Camp policies and services.
• Receives and resolves complaints and/or questions and concerns from Camp guests, keeping Executive Director of Camp informed of critical concerns. Records and tracks all complaints to enhance training and customer service.
• Ensure that all marketing material, rental group contracts, and other materials meet American Camping Association standards and Wisconsin State Codes.
• Creates and implements, customer service procedures that build an environment promoting teamwork, consistency, quality and excellence. Ensures that staff presents themselves in a neat, appropriate fashion that is reflective of the Mission of the Organization and Camp.
• Assumes responsibility for accurate presentation of information on the camp website. Reviews and updates content to maximize effectiveness of the website in generating new business.
• Research pricing information for competing camps and conference centers and reviews the information with the Executive Director of Camp. Assists with establishing and maintaining current pricing structures (internal and external) for services and facility use that is competitive in the regional marketplace.
• Creates and implements a process for customer feedback. Accepts feedback on processes from employees. Reviews all comments to identify areas needing improvement.
• In coordination with other camp staff, answers office phones.
• Receives and responds to after-hours emergency calls on a rotating basis.
• Remain aware of and available to assist any approved visitors, unexpected vendors, or contractors who may arrive on the grounds and for the duration of their presence including weekends and throughout the night.
• Remain watchful for any unexpected individuals (emergency responders, utility workers, trespassers, etc.). on the grounds and take action as appropriate dependent on the circumstances including, but not limited to, notifying pertinent personnel (Executive Director, Maintenance Staff, DHQ, Police, etc.).
• Remain watchful for any emergency conditions or situations that may threaten the safety of visitors or may cause damage to the property and take action as appropriate.
• Assists with camp clean-up from camps and rental groups.
• All other duties as assigned.

REPORTING RELATIONSHIPS

This position reports to the Executive Director of Camp.

This position supervises the Finance Clerk/Receptionist.

In contacts related to this position's duties this individual acts as a representative of The Salvation Army and its mission.

PERFORMANCE MEASUREMENTS

This individual will be evaluated on how effectively the outcomes of this position are achieved, as well as the timeliness, accuracy and completeness of accomplishing assigned goals.

EDUCATION/EXPERIENCE

• Minimum Bachelors' Degree, with advanced training or degree desired.
• A minimum of 3 years' experience working in camping or registration.
• Experience with a computer-based work environment, including Microsoft Office.
• Previous experience with computer registration programs preferred.

COMPENTENCIES

• Effective communication and interpersonal skills.
• An in-depth knowledge of guest services as it relates to the hospitality profession.
• An ability to anticipate and respond to issues in a positive and timely manner.
• Excellent customer service skills.
• Valid Driver's License.
• Demonstrated ability to use initiative and be a self-starter.
• Good organizational and follow up skills with an attention to detail.
• A positive attitude and the ability to be flexible in light of changing job situations/priorities.
• In agreement with the philosophy, goals and objectives of The Salvation Army Wonderland Camp and Conference Center.
• A commitment to the mission of The Salvation Army.

POSITION LIMITATIONS

• This individual will only commit Army resources that have been allocated or approved.
• This individual will keep the Executive Director of Camp informed on all critical issues relating to there are of responsibility.
• This individual will adhere to all policies and procedures in fulfilling the responsibilities of this position.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• This position is required to do light physical work.
• In order to successfully perform the essential functions of this position, the employee is regularly required to use standard office equipment and PC.
• The work environment for this position includes an office environment with a low noise level.

THE SALVATION ARMY MISSION STATEMENT

The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.