Guest Experience Lead

Description:

Do you love to create delight through design and attention to detail?

Are you a MacGyver who always finds a way to get it done? If so, then we invite you to apply to AutoCamp to join our adventure.

AutoCamp is seeking a Guest Experience Lead to greet and welcome guests to AutoCamp and helps to make them feel comfortable in the environment. The person in this position will check in and check out guests and respond to inquiries and problems in an efficient, courteous, and professional manner to ensure total customer satisfaction.

This person also supports the daily FB Operations, working closely with the Operations Supervisor & Assistant GM.

AutoCamp is a lifestyle hotel brand that is changing the way people experience the great outdoors. We provide an upscale, hassle-free, and comfortable experience in the world’s top outdoor destinations – we call it Outdoor Hospitality.

Sound good? We’d love to hear from you. Be sure to fill out the application, and if you have a resume and a cover letter, attach them too.

Requirements:

Requirements

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Greet and welcome guests by speaking in a warm, friendly, and courteous manner.
• Daily shift leader managing the Front Desk and supporting the Operations Manager.
• System Matter Expert in the Property Management System for Front Desk and Transient Guest Billing.
• Oversee registration and accommodation assignments, helping with special requests when needed and possible.
• Guide guests with check-ins/check-outs in an efficient and friendly manner, and in accordance with Autocamp’s policies.
• Collect and distribute messages for guests.
• Pre-register, block, and take same-day reservations; and when necessary future reservations follow hotel rate structures, discounts, and sell strategies.
• Resolve guest complaints and assist with inquiries that relate to Autocamp’s services, events, directions, local attractions, etc.
• Assist with resolving billing discrepancies.
• Perform cancellations according to procedures.
• Monitor front desk office supply inventory, and notify Operations when orders need to be placed.
• Carry out the property Lost and Found process for the Guest Experience Department.
• Assist the department with covering/working last-minute call-offs.
• Support and help with the Food & Beverage operation when needed taking and ringing in orders.
• Monitor the kitchen for cleanliness and adherence to food and drink safety laws.
• Helping cook and serve meals and beverages when necessary.
• Perform any other duties as requested by the Supervisor.

Competencies

• Ability and comfort in working with cloud-based applications; knowledge of Google Suite products preferred.
• Strong relational skills
• Thoroughness and an attention to detail
• Excellent and attentive customer service
• Must be a MacGyver, and able to find solutions when issues arise.

Supervisory Responsibility

This position has limited supervisory responsibilities and supports the Operations Manager and team.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. Must be able to lift and carry up to 25 pounds.

Position Type and Expected Hours of Work

This position is full-time: Days, nights, weekends, and Holidays are required. May require overtime.