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Guest Services Manager

Full Time, Exempt/Salary

Summary:

The Guest Services Manager oversees the day-to-day activities of a multi-faceted program that includes park management, outdoor recreation, marketing and communication and guest experience. This position is responsible for the overall guest experience at Whiterock Conservancy and leading the Guest Experience team helping to engage new and returning visitors, building the program and driving revenue. This position will assist in digital and traditional marketing channels to increase awareness of Whiterock’s mission and guest amenities.

 

The Guest Services Manager is responsible for creating memorable experiences for visitors and guests of Whiterock Conservancy. In this role you will manage vacation rental properties, primitive and RV campground facilities, recreation equipment rental, historic points of interest, wedding and event venues and related staff. An engaging and hospitality minded personality is a must to ensure guests feel welcome and comfortable during their time at Whiterock Conservancy. This position may work nights and weekends as needed to support staff and guests such as but not limited to weddings, major events, fundraising or other activities as assigned. Evening and weekend duties will also be dictated by occupancy rates and schedules.

 

Essential Job Duties and Responsibilities:

·       Timely, reliable and consistent physical attendance is an essential function of this position.

·       Understand WRC Visitor Rules and Policies

·       General awareness of safety concerns and reporting issues to supervisor

·       Be proactive in researching, identifying, and sourcing cost effective solutions.

·       Responsible for Full-time, PPT, interns and volunteers. Works in collaboration with staff to advance Whiterock Conservancy’s mission via services provided to guests. Supervises the following teams housekeeping, outdoor recreation/event staff members and guest facilities maintenance staff. Assist, support and guide direct and indirect reports to help them be successful in their positions.

·       Assist the Executive Director in preparing an operational budget. Responsible for financial transactions with guests and visitors. Processes payments, invoices and related financial reports and records guest services in the format required by the Executive Director and Accountant.

·       Assists with all guest services operations, including taking and maintaining reservations, online booking sites, campground, housekeeping and maintenance responsibilities, answer guest questions and problem solve guest issues to ensure a pleasant experience. Takes steps to provide a safe and secure environment for all guests, visitors and staff.

·       Ensuring all online reservation platforms (InnRoads/Firefly/Vrbo/Expedia/AirBnB) are up to date and synced with one another.

·       Responsible for event planning and assists with educational and outreach events. Manage the promotion of Whiterock Conservancy at tradeshows, conferences and onsite visitor events. Work cross functionally to plan and execute fundraising events.

·       Develop and execute strategies to increase revenue and awareness of Whiterock Conservancy’s brand, mission, amenities, and enhance guest experiences.

·       Promotes additional paid and unpaid guest activities to guests (Gator rental, canoes/kayaks,

trails, fishing, stargazing, picnicking, etc.) and assists with canoe/kayak livery, Gator and other equipment rentals.

·       Assists with Whiterock Conservancy’s digital presence through website, social media channels, ad marketing, email marketing and content strategy.

·       Assist in traditional advertising channels such as print, radio, direct mail and word of mouth.

·       Enhance Whiterock Conservancy’s presence in local areas through community engagement and outreach. Communicate volunteer opportunities and recruit participants.

·       Serves as one of the primary contact points for guests and visitors.

·       Receives after-hours calls from guests and addresses after-hours guest services problems. Works with staff to schedule phone and on-call coverage to remediate guest issues.

·       Work cross functionally with staff to prepare content needed for grant applications and grant reports, as required.

·       Serve and actively participate on senior management team, inter-departmental task forces, and committees as assigned. Interact with and attend meetings as requested.

·       Report marketing and guest experience metrics and progress to the Executive Director. Maintains accurate and up-to-date visitor information.

·       Set-up and take down of events and provides leadership and direction for staff at these events (weekend or weekday).

·       Assists and coordinates housekeeping staff to assure all visitors have a quality experience at Whiterock Conservancy including assuring all lodging spaces are clean, organized and comfortable.

·       Assists and coordinates campground and recreation staff to ensure campgrounds, facilities and rental equipment is available and ready for use by guests to ensure a quality experience at Whiterock Conservancy including but limited to housekeeping duties.

·       Ensures Whiterock Staff complete Human Trafficking Certifications.

·       Ensures Whiterock Conservancy’s guest services venues are fully stocked and serviced with supplies required for effective and efficient operation of all lodging, bathrooms and special events venues.

·       Purchases necessary supplies and develops and applies checklists for each operation.

·       Learns and understands the history of Whiterock Conservancy, current activities and mission of the organization.

·       Ensures all required inspections and licenses are up to date. (hotel license, etc)

·       Performs other duties as assigned including but not limited to collaborative efforts with staff.

 

Preferred Minimum Qualifications - (Education and Experience):

·       A bachelor’s degree in marketing, communications, public relations, advertising, hospitality or tourism; 3 to 5 years of experience in event planning, strategic communications or a combination of both.

·       Excellent communication, interpersonal and public presentation skills including proficiency with

web-based applications, email, phone and other technologies and systems to work successfully with visitors and staff. Excellent public speaking skills with a hospitality and customer-centric

mindset. Ability to understand and articulate the organization’s mission to a multitude of audiences in a variety of forms and to work successfully with people at all levels.

·       Experience with hospitality, event management, marketing, weddings or customer service industry. Able and willing to provide a variety of facilities related services.

·       Highly organized with the ability to work effectively on multiple projects at the same time and the ability to work both independently and as a team player.

·       Working knowledge of databases, social media in a professional setting, website management and Microsoft Office applications.

·       Ability to use own vehicle for business related activities (reimbursable under Whiterock Conservancy travel policy).

·       Ability to use personal cell phone (with reimbursement) to stay in contact with Whiterock Conservancy staff, donors, guests and visitors as needed.

·       Ability to work a variable schedule, including weekends and evenings, as required.

·       Strong desire to work for a non-profit organization and commitment to environmental conservation.

·       Previous management experience and working as part of a team. Experience in engaging with the public in a professional setting.

·       Ability to work independently and as a positive team member

·       Detail oriented, honest and trustworthy

·       Excellent time management and priority skills

·       Excellent written and verbal communication and listening skills

·       Professional, respectful and reliable conduct

 

Worksite:

• This position is located full-time within Whiterock’s offices in Coon Rapids, IA with hybrid opportunities available as determined by the Executive Director.

•     Live within 30 minutes of Coon Rapids, IA

 

Physical Demands:

·       Standing – Approximately less than 1/3 of on-the-job time.

·       Walking – Approximately less than 2/3 of on-the-job time.

·       Sitting – Approximately more than 1/3 of on-the-job time.

·       Use of hands to finger, handle or feel – greater than 2/3 of on-the-job time.

·       Reaching with hands and arms – greater than 2/3 of on-the-job time.

·       Climbing or balancing – Approximately less than 1/3 of on-the-job time.

·       Stooping, kneeling, crouching or crawling – less than 2/3 of on-the-job time.

·       Weight lifted/Force exerted – Occasionally requires lifting objects up to 50 pounds.

·       May travel for position up to 15% of the time.

·       Works minority of the time in outdoor weather conditions under common weather situations including heat, cold, and inclement weather


Certificates, Licenses, Registrations:

·       Valid Iowa driver’s license and chauffeur’s license

·       CPR & First Aid Certification

·       Human Trafficking Certification



 Full-time - $50,000-$60,000 Annually

·        3-Month Probationary Period

•         Vacation – 10 Days Annually (See Employee Manual for details)

•         Paid Holidays – 10 Days Annually

•         Health Insurance Package

•         3% IRA Match Retirement Plan

•         $40 monthly phone reimbursement

•         Sick Leave – 5 days annually (See Employee Manual for details)

•         Personal days- 4 days annually (See Employee Manual for details)


Send resume and cover letter to: kzimmerman@whiterockconservancy.org

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