Job Board

Camp/Outdoor Ministry

Guest Services Manager

Officers' Christian Fellowship
Posted: 06/24/2024
Salary/Range: $32,000 - $36,000
Location
Buena Vista, CO
Description:

PURPOSE:  Represent and conduct the ministry of Spring Canyon in accordance with the OCF and Spring Canyon Strategy through managing Guest Services and hospitality, group booking and contracts, private reservations, and Front Office and Gift Shop activities – or other duties as assigned by the Center Director or Director of Operations.  Serve as a member of the Spring Canyon ministry team, with a focus on providing spiritual refreshment and blessing to every guest.  Assist in conducting programs and activities at Spring Canyon that draw guests closer to Jesus Christ and make an impact on the way they live for Him.  Help ensure that Spring Canyon is a place where members and guests of OCF are emboldened in their faith and walk, equipped to live out their faith and run their race, encouraged along the entire course of their race, and engaged in their calling as they live out their lives.  Ensure maximum appropriate utilization of the Conference Center.

SUPERVISOR:  Director of Operations

SUBORDINATES:  Guest Services Representatives

RESPONSIBILITIES:  Key responsibilities of this position are as follows:

  • Live faithfully as a disciple of Jesus Christ and in obedience to God’s Word. Subscribe to the OCF Statement of Faith and Participation, OCF Biblical Guidelines for Member and Leader Conduct, and Spring Canyon Core Values without reservation.  Be an active OCF member.
  • Contribute to the success of Spring Canyon as an integral part of the ministry team by supporting the Center Director and Director of Operations to create a God-honoring environment where people encounter Christ and are encouraged in their walk. Encourage God-loving relationships among every staff and family member at Spring Canyon.
  • Support all Spring Canyon’s Signature Programs (Summer Celebration, Rocky Mountain High, Father-Teen Adventure, Climb Together, Winter Retreat and PEAK Apprentice/Fellows Program), group retreats and private bookings with Guest Services support.
  • Encourage guests and staff to find spiritual and physical refreshment, grow in Christ’s likeness, experience fellowship with the larger family of God, and become equipped for service, witness, and leadership in their personal and professional calling.
  • View your service at Spring Canyon as a ministry calling rather than just a job. Be totally invested in the purpose, vision and mission of OCF and Spring Canyon, and serve with a whole heart (1 Sam 12:24 and Col 3:23-24).

Guest Services / Front Office

Serve at the forefront of customer service – likely the first staff member to greet guests as they arrive.

  • Provide courteous, friendly and professional service to guests who are checking into or out of Spring Canyon, and offer assistance to guests as needed during their stay.
  • Provide guests with above-and-beyond service to ensure their experience will be worth remembering
  • Acknowledge all guests graciously and courteously, however busy and whatever time of day. As required, provide follow-up after the guests have departed.
  • Anticipate guests’ needs, responding promptly and courteously. Do everything reasonably possible – within the resources of Spring Canyon Conference Center – to comply with guests’ requests in a positive and favorable manner.  Consult with the Center Director or Director of Operations when complying with guests’ requests may not be possible or appropriate.
  • Manage the reception area to ensure effective telephone and mail communications, and to maintain a professional image.
  • Coordinate with Housekeeping Lead to ensure Hartley Holmes Lodge is maintained in a clean and well-organized manner at all times, particularly when guests are present.
  • Coordinate with Housekeeping Lead to ensure guest facilities are cleaned, ready, and open in a timely manner.
  • Greet arriving guests, assign rooms, and coordinate guest payment and billing information.
  • Handle money and credit card transactions in a trustworthy and responsible manner.
  • Graciously deal with irate guests and find ways to resolve issues to the guests’ satisfaction.
  • Serve as a concierge–fluent knowledge of local restaurants, special events, city attractions, and guest amenities.
  • Coordinate and draft internal and external communications to staff and all constituencies (e.g., thank you notes to donors and volunteers, birthday/anniversary cards, etc.).
  • Maintain and update Center Director’s Policy Letters.

Reservations

Provide an excellent reservation experience for Spring Canyon programs, group retreats, and private guests – measured by guest evaluation feedback and guest comments.

  • For Spring Canyon’s Signature Programs (Summer Celebration, Winter Retreat, etc.): Create events in UltraCamp (UC); track reservations and assign lodging; prepare welcome packets; track reports in UC (rosters, food allergies, special needs, etc.); update meal counts; and prepare and process invoices. Support Guest Speaker and Guest Ambassador needs prior to and during programs.
  • For group retreats and private bookings: Schedule retreats in consultation with the Center Director and Director of Operations; track group and individual reservations; develop and edit contracts (for director signature); gather and disseminate requirements (facilities and lodging assignments, schedules, food allergies, meeting space needs, etc.); collect deposits; and prepare and process invoices.
  • Train and supervise Guest Services Representatives to ensure that guest and retreat inquiries (phone and email) are answered within 24 hours.
  • Train and supervise Guest Services Representatives to transcribe and disseminate guest evaluations.
  • Ensure the electronic master calendar and reservations tracker for all Spring Canyon bookings are kept accurate and up-to-date at all times.

Gift Shop

  • Coordinate with Center Director and Director of Operations to stock appropriate Gift Shop items.
  • Price and manage sale of items.
  • Maintain an attractive display of all items in the Gift Shop.

General

  • Perform any other duties the Center Director or Director of Operations may assign (e.g., housekeeping, kitchen and dining room service, snow removal, teaching, etc.).

Knowledge, Skills, and Experience Required

  • A demonstrated strong and growing Christian faith and desire to be part of the Spring Canyon ministry.
  • A passion to minister to guests and meet their needs (possibly at all hours of the day/night).
  • Ideally, but not essentially, someone with an established history in OCF and Spring Canyon or Christian camping/conference center ministry experience and leadership.
  • Bachelor’s degree or course work in related field; or minimum of two years’ experience in related industry or field.
  • Excellent organizational and time-management skills. Must be detail oriented.
  • Strong computer skills, including proficiency in MS Office applications, email, and basic internet usage.
  • Ability to work well under the pressure of meeting deadlines in a timely manner.
  • Ability to work on multiple projects while maintaining focus on details required for individual assignments.
  • Strong interpersonal/internal guest service skills.
  • Ability to handle a high volume of work, rapidly adapt to changing conditions.
  • Ability to prioritize and handle multiple tasks efficiently with little direct guidance.
  • Ability to establish and maintain effective working relationships across the organization.
  • Ability to work effectively in a diverse workforce.
  • Ability to read and understand information and ideas presented in writing.
  • Ability to communicate information efficiently and succinctly.

WORKING CONDITIONS:  Serves at Spring Canyon and resides on Spring Canyon property in staff housing, or obtains own housing in the vicinity of Buena Vista, CO.  This is a regular, full-time, non-exempt position.  The salary range is $32,000 – $36,000.  Due to the nature of Conference Center ministry, this position may be required to work irregular hours in order to meet guest needs.  Non-exempt employees must accurately report their hours worked in each workweek on a timesheet.  Infrequent out-of-town and some local travel is required.

To Apply: Todd Plotner todd.plotner@ocfusa.org