Job Description

Kampgrounds Of America, Inc.

Kampgrounds Of America, Inc. (KOA) is the world's 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 company-owned 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 family-oriented, passionate, entrepreneurial, customer-focused and innovative.

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, well-stocked and organized store.

Specific duties include:

• Greeting and welcoming all guests approaching the front desk in accordance with KOA standards.
• Resolving guest concerns and complaints in a thoughtful manner while maintaining campground standards.
• Preparing reports as required, relating to shift check-list, and down-time reports.
• Answering inquiries from guests regarding campground amenities and local attractions.
• Fully comprehending and being able to operate all relevant aspects of the campground property management system.
• Ensuring logging and delivery of all messages, packages and mail in a timely and professional manner.
• Being familiar with all in-house groups.
• Establishing and maintaining good communications and teamwork with fellow associates and other departments within the campground and utilizing proper two-way radio etiquette at all times.
• Overseeing and ensuring that all guests are checked in/out in a friendly, efficient and courteous manner.
• Adhering to policies regarding handling of cash drawer while following specific KOA cash and credit card handling procedures.
• Notifying management of any pertinent information related to daily shift activities.
• Maintaining high standards of professionalism, customer service, quality and cleanliness.
• Maintaining store displays and inventory control as directed, and communicating ideas and guest feedback.
• Increasing revenues through up-selling strategies and profitability of ancillary income.
• Maintaining health standards and ensuring guests and team members are in a safe and secure environment.
• Fostering 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 include:

• Demonstrating a positive attitude with guests, management, team members and vendors.
• Consistently maintaining arrivals, departures and campground census reports.
• Attention to detail when handling reservations and/or registering guests.
• Promotion of ancillary revenue streams.
• Meeting quality assurance standards.

Job qualifications include:

• Hearing and speaking the English language fluently.
• Strong decision-making ability.
• Excellent communication, collaboration, and delegation skills with ability to manage confrontation.
• Strong working knowledge of operational procedures.
• Comfortable in a fast-paced and high-pressure environment.
• Motivated, goal oriented and results driven.
• Ability to maintain confidentiality.
• Able to work nights, weekends, and holidays.

Physical requirements include:

• 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 non-merit-based factors, or any other protected status.

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