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Guest Services Manager

If you have a heart for hospitality, get energy connecting with people and cultivating ministry partnerships, and an aptitude for administrative excellence, with a desire to live and serve in a remote mountain setting alongside a team of leaders who love the camp experience, please consider applying for this position.

This is a full time year around position. Pay and benefits will vary based on experience.

Apply online at https://elporvenircamp.com/join-our-team/

Responsible to: Executive Director
General Responsibility: The guest services manager is responsible for ensuring a high-quality experience for campers and guests. This is accomplished by coordinating services, activities, and accommodations, overseeing housekeeping, managing the camp calendar, implementing guest policy, and supporting event leaders. This person also oversees communications and administration of youth camps, adult retreats, family camps, and the summer volunteer program and holds other office related responsibilities.
Vision of Success: Serving Christ by ensuring positive guest experiences, cultivating loyal partnerships with group leaders, and providing administrative support resulting in high guest satisfaction survey responses, group retention, and administrative excellence.

As a Management Team Member at El Porvenir, You Agree to:
- Goal Selection: Choose goals based on priority, relevance, experience, and knowledge of current realities while also anticipating consequences and outcomes.
- Planning and Organization: Generate steps and a sequence of behaviors that will lead to goal achievement, estimating what will be needed along the way, including resources, and create a strategy to pull it off.
- Initiation and Persistence: Begin and maintain goal-directed behavior despite intrusions, distractions, or changes in the demands of the task at hand.
- Flexibility: Exercise the ability to be adaptable, think strategically, and solve problems by creating solutions as things change around you, shifting attention and plans as needed.
- Execution and Goal Attainment: Exhibit the ability to execute the plan within the limits of time and other constraints.
- Self-regulation: Use self-observation to monitor performance, self-judgment to evaluate performance, and self-regulation to change in order to reach the goal.
- Delegation: Recognize and perform your role when a job is too big to handle alone.

Qualifications:
- Active in a local church, holy lifestyle, committed to ministry.
- High School diploma required, prefer Bachelor's Degree in relevant field.
- Prior experience in customer relations and basic administration.
- Organized, skilled at planning and communication, and pays attention to details.
- Demonstrated ability to get along well with people and be “guest minded” at all times.
- Demonstrated ability to work alone and live in an isolated wilderness setting.
- Alignment with our statement of beliefs and organizational essentials including shared core values, a sense of personal calling to our mission, a commitment to our vision.

Specific Responsibilities:
- Manage the master camp calendar and the bookings workflow to ensure clear and timely communication between guest groups and camp service departments.
- Maintain a sequential record of a group’s needs/wants/schedule in Venue360 software.
- Monitor the guest experience, provide a feedback loop to service departments.
- Maintain communication agreements with service departments, know what information they need, when and how they need it, and deliver information on time.
- Act as host when groups are on the property, or train/oversee the host you designate.
- Oversee camp housekeeping including staff training, ensuring facilities are cleaned and prepared appropriately for each guest group.
- Execute the expenses workflow including paying bills and processing receipts.
- Execute the revenue workflow including making weekly deposits in town.
- Execute contributions workflow including monthly donor thank you letters.
- Process camp mail and distribute accordingly.
- Monthly bookkeeping in Quickbooks Online.
- Act as office administrator, overseeing supplies, security, and equipment.
- Assist with summer staff recruitment.
- Recruit and schedule support staff according to guest group needs.
- Oversee the camp communications and marketing strategy including social media
- Facilitate camp activities on occasion (paintball, ropes, rappelling, campfire, etc.)
- Help in the kitchen when needed while groups are in camp, especially in off season.
- Assist with turnover days including cleaning.
- Responsibilities beyond the scope of this job description may be occasionally required.

Essential Functions:
- Be able to utilize certain computer programs and email.
- Have the necessary administrative abilities to do all tasks and keep information organized.
- Maintain a weekly/monthly schedule for all tasks, so no area of work is missed.
- Be able to communicate clearly using verbal or written words with group leaders and camp staff.
- Be an advocate and fan of our camp.

Compensation and benefits:
- Full time employment, hourly wages paid every 2 weeks via direct deposit
- Paid time off that accrues each pay period up to 3.6 weeks in the first year with 1 day added every 2 years of employment up to a maximum of 5.2 weeks annually. As such, the starting rate is 2.77 hours per week.
-Benefits: Annual SEP IRA retirement contribution at 8% of wages in the 3rd year of employment and every year thereafter.
- Camp vehicles may be used for personal reasons only to compensate for use of personal vehicles for camp errands and purposes
- Meals when meal service is offered for the employee and their immediate family. Access to food inventory and dining hall supplies may be used for personal reasons with approval from food service manager.
- Compensation/benefits are subject to annual review and may change.

Expected work schedule and paid time off summary:
- The annual work period is Jan 1 - Dec 31. Summer season is approx. May 20 - Aug 10.
- Typical week is 5 work days and 2 days off with some flexibility. Days off are usually grouped together, but Saturdays and Sundays are often required work days.
- Occasional overtime hours may be required, especially during the summer season. - Overtime is any hours worked over 40 hours in a Sunday-Saturday period and is paid at 1 ½ times regular hourly rate.
- Paid Time Off will accrue every pay period in which a full paycheck is earned according to the approved PTO rates. First year employee PTO rate is based on 144 working hours per year (3.6 weeks) with 8 additional hours added every 2 years to a maximum of 208 working hours (5.2 weeks) per year. No more than 5 days PTO may be taken from May 1st to August 10th.
- Up to 80 unused hours PTO may be carried over year to year.
- Employees are paid for the PTO they have accrued at employment end.
- Scheduled PTO is subject to approval by your supervisor. Your supervisor may require you to take PTO in December if it is accrued excessively.

*In 2022, the camp suffered damages from the Hermit's Peak Calf Canyon Wildfire. Due to the loss of a Forest Service bridge that provides road access into the camp, our ministry is currently experiencing about 1/3 of previous operations being limited to periods of low water flows which occur seasonally. We currently expect the bridge to be rebuilt in mid-late 2025. The camp normally provides housing on site, but will assist with housing off site until the bridge is rebuilt.

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

Updated: 10/14/2024 1:31:24 PM