REPORTS TO:  Guest Services Manager 

CLASSIFICATION:  Full-Time / Non-Exempt 

Salary:       $18.89 - $26.47

BENEFITS:10% YMCA Retirement upon eligibilty, Family Program Fees, Free Day Camp,?Health Insurance, Paid Time Off.  

MISSION: The mission of Silver Bay YMCA is to offer all people opportunities to renew, refresh and nurture their spirit, mind, and body. 

VISION: The vision of Silver Bay YMCA is to be an outstanding family conference center that provides         quality services in a historically rich setting and is recognized as a welcoming community that connects generations, develop leaders, creates world mindedness, and feeds the soul. 

GENERAL FUNCTION:  Reserve and manage the rooms available for guest use, provide accurate pricing, room availability and campus activity information to our guest as they inquire for reservations and general information. 

KNOW HOW: High school diploma or equivalent.  Associates or bachelor’s degree in Hospitality or Travel and Tourism is a plus. Efficient verbal and written communication skill Competence to meet, answer, and receive incoming calls from the public in a courteous and efficient manner. Organizational skills and multi-tasking are essential. Proficiency and fundamental knowledge of computer operation of Word and Excel application. Accuracy in handling money and record keeping. 

PRINCIPAL ACTIVITIES:

1. Responsible for booking and processing guest reservations according to the policies.
2. Responsible for asking for a deposit, applying the deposit to the reservation, and sending confirmation letters to all guests who make reservations. 
3. Provide accurate information regarding accommodations, memberships, amenities, and activities on campus during all seasons.
4. Responsible for answering incoming calls and e-mails within the Reservations Department in a timely manner (no later than 48 hours since receiving the message).
5. Responsible for sending deposit letters to all guest that have made a reservation and ensuring that the correct deposit amounts are received on the correct date.
6. Ensure that outstanding customer service is provided with every interaction.
7. Maintain knowledge and understanding of current Property Management System.   
8. Provide support to the Front Desk Team, as needed.  This would include but is not limited to; checking guests in and out, taking payment on reservations at check in, ensuring badges and all arrivals are made correctly, processing forms, answering phone calls.
9. Provide support to the Concierge Team, as needed.  This would include but is not limited to; processing membership forms, imputing memberships/charges into Property Management System, taking payments, ensuring badges are made correctly.
10. Perform other duties as assigned by the Guest Services Manager and/or the Guest Services Director. 
11. As a 24-hour operation all staff may be asked to work weekend, evening, or night shift and/or holidays in order to serve our members, guests and program participants. 
12. Follow all policies and procedures as noted in the employee handbook.

END RESULT: Providing outstanding customer service to all guests who are calling in to inquire about Silver Bay YMCA and to all who make a reservation.  Outstanding customer service is completed by providing accurate information to our members and guests regarding; availability, rates, amenities, activities, and all policies and procedures during their stay on campus resulting in guests who are satisfied when they leave and reserve to come back in the future.

Click here to APPLY!