Job Title: Guest Service Director, Retreat Center
Reports to: Family Retreat Center & Community Ministries Director
Classification: Full-Time Exempt
Updated: September 15, 2017
The Guest Service Director will meet, build relationships with group leaders, and guide them through the Retreat Center booking process. The Retreat Center Guest Service Director will create an environment where guest groups can focus on ministry, feel supported and cared for, and be released from the facility- related demands of running a retreat through the Guest Service Director’s effective motivation and organization of The Firs Guest Service staff. The Guest Service Director will follow up with guest group leaders immediately after their retreat, guiding them, when appropriate, to a future booking at The Firs. The Guest Services Director will also leverage his/her relationship with group leaders in order to make contact with other groups in the same church, denomination or Christian community who may also benefit from holding retreats at The Firs.
The Guest Service Director will be a mature Christian with a ministry-minded vocational perspective. He/she should have experience in the guest service industry, preferably with leadership responsibilities. They must be able to “sell” and communicate well in person and/or on the phone. He/she must also have a basic understanding of Christian retreat center operation and how they are uniquely configured to meet the retreat needs of churches and other ministries. The Guest Service Director will be active in a local church and exemplify a person growing in their personal faith.
ESSENTIAL DUTIES & RESPONSIBILITIES include, but are not limited to, the following:
Be the “first face” of The Firs, meeting and building relationships with guest group leaders making inquiries.
Effectively guide prospective and previous guest group leaders through the booking process.
Give Retreat Center tours to prospective guest group leaders.
Determine the compatibility of ministry and non-ministry groups with The Firs guest group use policy.
Handle all guest group correspondence, contracts and billing through to full payment.
Obtain all guest group needs and requests and communicate with staff.
Maintain a high level of service for all of our guests, according to our mission and core values.
Explore opportunities with guest group leaders to serve other groups within the same church, denomination, or Christian community.
When appropriate, steer groups to Firwood, the Chalet, or other camps and retreat facilities that may better meet their needs or have open dates.
Recruit, train, schedule and supervise Guest Group Hosts, in order to maintain a high level of guest group service.
Work closely with the Retreat Center Accommodations Supervisor to coordinate housekeeping needs relative to the guest group calendar.
Interface with the Retreat Center Maintenance Director, in collaboration with the Retreat Center Director, for Retreat Center repairs and upgrades.
Collaborate with the Retreat Center Food Service Director regarding the guest group calendar, food service needs, special diets, scheduling, etc.
Develop guest service procedures and manuals.
Establish regular means for guest group feedback and evaluation.
Oversee keys and other registration materials needed by guest groups.
Schedule the usage of all Retreat Center facilities by Firs staff.
Maintain the guest service registration program and data base.
Track and project guest group activity, demographics and levels of occupancy and keep appropriate records for review and budgeting.
Make necessary guest services purchases within budget.
Initiate and participate in guest services related capital purchases.
Assist in guest group promotional and marketing efforts.
Project guest group revenue and expenses for budgeting purposes.
Collaborate with marketing and participate in off-site marketing opportunities when appropriate.
Guest Group Hosts
Seasonal guest services office staff
Assume other staff assignments as directed by the Retreat Center Director or Executive Director.
Attend all staff meetings, retreats and other Firs staff activities.
Comply fully with The Firs Employee Handbook.
Contribute to and encourage a spirit of teamwork, loyalty and cooperation among all staff to the glory of Jesus Christ.
EDUCATION AND/OR EXPERIENCE
Bachelor’s degree from four-year college or university, or two years related experience and/or training, or equivalent combination of education and experience.
Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups, council members, board members, customers and the general public. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to calculate numbers accurately.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
The Guest Service Director will be active in a local church. His/her conduct and interaction with other staff will exemplify a person growing
TO APPLY, complete & sign the following forms available on the Employment page:
- Job Application for the Retreat Center
- Doctrinal Statement & Covenant