Boulder Crest Retreat - Arizona
Guest Relations Specialist
The Guest Relations Specialist (GRS) of Boulder Crest Retreat Foundation is at the forefront of our customer service. This position is responsible to the Executive Director for the overall experience of our Retreat guests. The GRS provides guests with superior customer service, ensures a smooth reservation process and facilitates a positive, memorable visit. The GRS ensures that guests are supported from the moment they arrive to the moment they leave our property.
Summary of essential job functions
Receives, schedules and modifies reservations for Boulder Crest Retreat guests, and keeps the Executive Director abreast of reservation status and all changes.
Manages the reservation-booking system to ensure the guest-facing calendar reflects the facility calendar, and vice versa.
Receives incoming calls and visitors, makes referrals to appropriate staff or provides requested information.
Prepares welcome baskets for guests, maintains cabin binders with up to date information and facilitates check-in/check-out process.
Compiles guest records, numerical and descriptive information from forms, applications and other materials to be used in statistical analysis.
Maintain and update documents on Google Drive as needed
Receives mail and processes donations, to include preparing correspondence, reports, and other written materials for both in-kind and monetary contributions
Maintains the cleanliness, efficiency and safety of the reception area
Maintains inventory of guest supplies and informs Director of Operations of inventory needs
Responsible for office-wide supplies orders
Picks up and delivers materials as required
Operates office equipment such as photocopier, fax machine, and phone system
Operates personal computer to access e-mail, electronic calendars, Microsoft Office suite and other basic office support software
Presents positive and professional demeanor to our staff and guests at all times
Provides guests with responsive, courteous and sincere attention at all times
Communicates to Retreat leadership any concerns or incidents that require follow-up
Supports and participates in programs, special events and activities on an as-needed basis, as indicated by Retreat leadership
Is available one weekend each month for on-call responsibilities at the Retreat
Input guest/volunteer information in Donor Perfect on a monthly basis
Tracks and records guest testimonials for R&R stays and programs
Schedule activities on site and off site for guests during R&R stays
Coordinate with volunteers/community members for donations of quilts and other supplies needed for cabin baskets or programs
Coordinate Family Fun Nights for R&R guests on a regular basis with assistance from Culinary Specialist/Recreational Coordinators
Maintain and organize donations in the lodge storage closets
Prepares all binders for programs held at BCR
Conduct community outreach with the assistance of Rec. Coordinators for activities for R&R guests
Coordinate with Recreational Coordinators to create schedule of activities for R&R guests on a monthly basis
Initiate and maintain cabin overview checklist to ensure 5 star appearance of cabins before each guest arrives
Prepare lodge and update binders for Monthly Management Meetings
Inform all staff on a weekly basis of events/meetings taking place at the lodge via email
Performs all other related duties and responsibilities as required
The Guest Relations Specialist will have an education and professional background commensurate with this important position. The GRS will typically have a high school or equivalent diploma and 1-5 years (plus) experience in an office setting, preferably in hospitality management. A driver's license and a good driving record are required to use the company vehicle and run occasional errands. Other requirements include knowledge of and passion for veterans, strong organization skills, time-management and interpersonal skills. He/she should also be friendly, patient and detail-oriented.
While performing the duties of this job, the Guest Relations Specialist is regularly required to sit, stand, walk, speak and hear. The employee must be able to lift and/or move up to 40 pounds. Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the essential functions.
The Guest Relations Specialist must have reliable transportation to and from the work location and will occasionally be expected to run errands in and around Sonoita, Arizona (within 100 miles).
The work environment is a small, busy facility located in Sonoita, Arizona. The noise level in the work environment is usually low to moderate. Reasonable accommodations in the work environment may be made to enable individuals with disabilities to perform the essential functions.
Capabilities / qualities required
Familiarity with Microsoft Office Suite, specifically Word and Excel; ability to quickly and easily learn other software systems such as DonorPerfect and Buuteeq with appropriate guidance
Ability to make informed decisions and take direction/guidance from the Executive Director
An expert at delivering quality service to customers
Excellent communication, grammar and spelling skills
Must possess the ability to communicate (in the English language), follow oral and written instructions, and perform detailed clerical work in a methodical, independent and thorough manner with speed and accuracy
Must be a team player and work well with others, including supervisors and peers
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They should not be misconstrued as an exhaustive list of all responsibilities, duties, and skills required of candidate. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed
Employment Type: Permanent
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