The Guest Services Shift Leader provides top quality public service and a positive first impression in fulfilling the needs of guests to this busy outdoor program center. This includes the check-in of guests, ability to make or modify reservations for multiple AMC facilities and programs, providing accurate information and education, fulfilling concierge requests, selling of outdoors merchandise and basic backcountry equipment. The position ensures that daily operations during their shift are professional, guest-oriented, and well coordinated with the other staff on-site. The Guest Services Shift Leader is involved in the offering of daily interpretive programs at the center focusing on site amenities and opportunities.
AMC facilities are critical providers of high-quality education, safety, outdoor recreation and conservation services to tens of thousands of outdoor enthusiasts annually. The AMC’s visibility and well-known public service mission demand an extremely high level of customer service. The Guest Services Shift Leader will work with employees and volunteers to ensure this end.
Duties and Responsibilities
Welcome, check-in, and assist center day and overnight visitors and guests.
Accurately manage, create, or modify guest reservations for any AMC facilities as required.
Accurately and reliably oversee the cash handling and credit card transactions on both A.M & P.M and shifts.
Work hand in hand with management staff to monitor inventory, maintain general upkeep and increase sales in the retail stores.
Accurately create and manage meal counts for the Highland Center dining room.
Provide supervision and guidance for seasonal employees and volunteers during shifts to ensure high standards of service and productivity;
Respond to any problems or special requests with a professional and friendly demeanor,
Communicate changes in policies, accounting errors, or other problems through appropriate means.
Answer all incoming phone calls and respond or transfer appropriately and professionally.
Ensure the prompt and professional handling of information requests by both volunteers and employees through a variety of means from public (phone, e-mail, in person, etc.)
Actively promote and provide up to date information on the services and programs of the AMC and encourage membership to support the club’s public service efforts.
Provide accurate and knowledgeable information and advice on a variety of topics such as seasonal backcountry conditions, White Mountain National Forest opportunities and policies, backcountry supplies and equipment, and area points of interest.
Assist in the maintenance of the center’s appearance including informational brochures and resources at the main desk and associated areas and kiosks.
Assist the custodial staff in cleaning windows, vacuuming, snow removal, restroom and parking lot maintenance as needed or requested.
Work with Rescue Services staff using established procedures and protocols working with our partners, the NH Fish and Game Department and the US Forest Service. Provide communication, transportation, and supplies and equipment needed to respond to backcountry emergencies. Accurately complete required post incident paperwork.
Safely respond to emergencies (fire alarm, medical, illegal activities) at the center by calling 911 while providing security for our guests, visitors, and employees.
Lead or assist in the delivery of guided site tours, “Dinner Talks”, and evening programs including greeting and orientation to visitor center opportunities and AMC programs and mission.
Other duties as assigned to ensure high quality guest service and membership recognition.
This position requires exceptional customer service skills and ability to be a team player within a detail-oriented, fast-paced environment. Must be a person who is enthusiastic about, and enjoys working with, the public. Computer competency (MS Word and Excel) coupled with effective typing skills is required. Prior hotel, lodge, or visitor center experience is desirable. Familiarity with the White Mountain National Forest and proactive attitude regarding AMC programs and mission is strongly preferred. Must be willing to work weekends, holidays, evenings, and nights. Physical requirements of this position include ability to work in an office setting, operate computers, stand and sit, and the ability to travel safely on unpaved trails carrying 40lbs or more, in all weather conditions. The Guest Services Shift Leader is a critical component in the success of AMC’s Highland Center at Crawford Notch .
This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required by their supervisor.
This position is a year round position, based on 40 hours per week. This position comes with a very competitive benefits package including but not limited to paid vacation, paid holidays, retirement program, health insurance, and paid sick time. Hourly wage will be based upon experience.
Appalachian Mountain Club - 20 months ago