Guest Services Representative

KOA INC. DEI STATEMENT

At KOA we believe the outdoors is fun and for everyone. We are committed to having a diverse equitable and inclusive environment where all are treated with dignity and respect. We strive to:

• intentionally create a sense of community and belonging for our guests employees and franchise partners
• continually educate ourselves and advance our understanding about DEI
• sustain a culture that promotes diversity of thought and experiences
• ensure everyone has the ability to experience the outdoors and that our facilities are accessible to all
• drive change in our company and industry through action and implementation

ABOUT KAMPGROUNDS OF AMERICA INC.

Kampgrounds of America Inc. (KOA) is the worlds largest network of privately owned campgrounds and the leader in outdoor hospitality. KOA has 500 locations across the United States and Canada including a mix of franchised and companyowned parks. Founded in 1962 the mission of KOA is connecting people to the outdoors and each other and those who represent the brand share the values of being familyoriented passionate entrepreneurial customerfocused and innovative.

REPORTS TO

Guest Services Lead Guest Experience Supervisor and/or Assistant General Manager

POSITION SUMMARY

The Guest Service Representative (GSR) is responsible for providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay. They will accommodate campground guests by registering issuing keys keeping proper record of occupied sites making and confirming reservations and collecting payments. The GSR will help maintain a clean wellstocked and organized store.

SPECIFIC DUTIES

• Greet and welcome all guests approaching the front desk in accordance with KOA standards.
• Resolve guest concerns and complaints in a thoughtful manner while maintaining campground standards.
• Prepare reports as required relating to shift checklist and downtime reports.
• Answer inquiries from guests regarding campground amenities and local attractions.
• Fully comprehend and be able to operate all relevant aspects of the campground property management system.
• Ensure logging and delivery of all messages packages and mail in a timely and professional manner.
• Be familiar with all inhouse groups.
• Establish and maintain good communications and teamwork with fellow associates and other departments within the campground and utilize proper twoway radio etiquette at all times.
• Oversee and ensure that all guests are checked in/out in a friendly efficient and courteous manner.
• Adhere to policies regarding handling of cash drawer while following specific KOA cash and credit card handling procedures.
• Notify management of any pertinent information related to daily shift activities.
• Maintain high standards of professionalism customer service quality and cleanliness.

• Maintain store displays and inventory control as directed and communicate ideas and guest feedback.
• Increase revenues through upselling strategies and profitability of ancillary income.

• Maintain health standards and ensure guests and team members are in a safe and secure environment.
• Foster a work environment that maximizes employee involvement morale and is dedicated to delivering KOAs Culture Mission Values and Goals.

Note that this job description is not intended to cover or contain a comprehensive listing of activities duties or responsibilities. Other duties responsibilities and activities may change or be assigned at any time with or without notice.

EXPECTED RESULTS

• Demonstrates positive attitude with guests management team members and vendors.
• Consistent maintaining of arrivals departures and campground census reports.
• Attention to detail when handling reservations and/or registering guests.
• Promotion of ancillary revenue streams.
• Meet Quality Assurance standards.

JOB QUALIFICATIONS

• Hear and speak the English language fluently
• Strong decisionmaking ability
• Excellent communication collaboration and delegation skills with ability to manage confrontation
• Strong working knowledge of operational procedures
• Comfortable in a fastpaced and highpressure environment.
• Motivated goal oriented and results driven
• Ability to maintain confidentiality
• Able to work nights weekends and holidays

PHYSICAL REQUIREMENTS

• Ability to stand for long periods of time.
• Must be able to lift to 50 pounds lift and carry 25 pounds occasionally and 10 pounds regularly.

• Ability to bend stoop kneel crouch climb and move safely over uneven terrain.
• Able to work inside and outdoors and in various climates.

Kampgrounds Of America INC. is an Equal Opportunity Employer and strives to provide an environment where all employees and applicants are treated with respect. The company is committed to fair treatment of all persons. This value ensures employees and candidates are treated equally and are protected from discrimination or harassment of any kind. All employment decisions shall be made without regard to race color religion sex (including pregnancy gender identity and sexual orientation) parental status national origin age disability genetic information (including family medical history) political affiliation military service or other nonmeritbased factors or any other protected status.