Guest Relations Coordinator

at MuskokaWoods (view profile)
Location Rosseau, Canada
Date Posted April 5, 2022
Category Other
Job Type Full-time

Description

Muskoka Woods is a Christian youth development organization that welcomes everyone to an experience for a lifetime. Located on the shores of beautiful Lake Rosseau, we specialize in summer camp, school trips, group retreats and leadership development for all ages. We exist to inspire youth to shape their world.

 

Job Title:                 Guest Relations Coordinator

Reports to:               Guest Relations Manager

Employment status:     Contract (April to December), flexible hours available (20 to 40 hours/week)

Location:                 Remote work for home

 

Job Purpose

To assist in preparing both our customers and staff for life-changing summer experiences through unmatched service, clear communication, and diligent follow-through of key tasks. The role advocates for our customers' best interests, and Muskoka Woods’ best solutions. The Guest Relations Coordinator will track with customers during and following the registration process, providing support and answering questions across various mediums (in person, over the phone, email, live chat). The position is responsible for administering all tasks pertaining to registration and parent preparation prior to and during the summer, executing on special projects, and leading seasonal summer staff.

 

Key Areas of Responsibility

 

Customer Service and Preparation for Summer Camp

  • Maintain excellent customer relationships and serve out of a ‘deliver with excellence’ mindset
  • Care for our customers by providing prompt support and solutions on the topics of registration, activity schedules, financial transactions, booking transportation, and account changes
  • Receive and reply to all customer inquiries in a timely and professional manner.
  • Work cross-departmentally to collaboratively create customer solutions
  • Promote the services, facilities and benefits of overnight summer camp at Muskoka Woods to prospective families, and strive to exceed sales targets
  • Prepare and complete all accounts and families for summer camp by ensuring payment and communication has been received
  • Manage the camp registration system (Circuitree) by reflecting changes and relationships
  • Assist in training on Circuitree and customer service for seasonal staff
  • Care for, administrate changes, create proposals for maintaining and enhancing the phone network, as it relates to the customers’ experience connecting with Muskoka Woods over the telephone
  • Occasionally attend events or trade shows to answer customer questions and help promote Muskoka Woods
  • Special projects as outlined by the Guest Relations Manager
  • Follow-up is completed promptly and clearly after every customer interaction
  • Assist in interviewing, hiring and training seasonal Guest Relations Assistants as required
  • Lead and provide support to seasonal staff in accomplishing their objectives and goals, as required
  • Assist in training on Circuitree and customer service for seasonal staff
  • Ensure accurate and safe accounting for all guests’ arrival
  • Prepare and deliver on-time, accurate reports to Summer Team and Directors
  • Support the Transportation Coordinator to ensure safe travel for all guests to and from camp
  • Assist Summer Directors in creating and administrating solutions for guest related issues that arise in the summer

 

Other

  • Special projects as outlined by the Guest Relations Manager
  • Supporting the Sales team in executing the company’s sales tactics, primarily through outbound phone calls to prospective guests and their families to lead them through the sales cycle
  • Work cross-departmentally to collaboratively create customer solutions
  • Participate in meetings
  • Participate in corporate meetings as required
  • Personal and professional development

 

 

Qualifications/Experience Required:

  • Related College/University degree or equivalent experience
  • Experience with credit card transactions and basic accounting
  • Proficient using Excel, Word and Google Drive
  • Database experience considered a strong asset
  • 2 – 3 years of summer camp experience or the equivalent in working with youth is preferred

 

Skills & Abilities required:

  • Excellent listening and communication (written and verbal) skills
  • Strong problem-solving ability under timelines, with confidence
  • Excellent interpersonal skills with a team-oriented mindset
  • Detail oriented with strong administrative skills
  • High energy and positive attitude
  • Customer service minded to serve both youth and adults
  • Ability to adapt to change promptly and positively
  • Highly motivated, goal-driven and self–starter, managing projects through completion with minimum supervision
  • Display diligence and possess focus during interactions with the families we serve.
  • Ability to calmly balance competing priorities and demands
  • Passion for youth ministry, the camping industry and leadership development
  • Personal values that align with Muskoka Woods’ Core Values and Core Leaves

 

Essential Functions Required:

  • Ability to sit, talk, hear, see and use hands and fingers to operate a computer and telephone.
  • Ability to sit at a computer terminal for an extended period of time.
  • Ability to communicate both written and verbal with guests and staff.

 

 

*Please note:  Muskoka Woods is committed to fostering an inclusive workplace where all employees are treated with respect and dignity, and are provided with equal opportunity for success.  MW encourages all qualified candidates to apply.  If you require accommodation to participate in the hiring process, please inform us by calling 705-732-4373 or by email at iwanttowork@muskokawoods.com  All inquiries will be handled with strict confidence.