The Guest Services Shift Leader provides top quality public service and a positive first impression in fulfilling the needs of guests to this busy outdoor program center. This includes the check-in of guests, ability to make or modify reservations for multiple AMC facilities and programs, providing accurate information and education, fulfilling concierge requests, selling souvenirs and basic backcountry equipment. The position ensures that daily operations during their shift are professional, guest-oriented, and well coordinated with the other staff on-site.
The Guest Services Shift Leader is involved in the offering of daily interpretive programs at the center focusing on site amenities and opportunities. AMC facilities are critical providers of high-quality education, safety, outdoor recreation and conservation services to tens of thousands of outdoor enthusiasts annually. The AMC’s visibility and well-known public service mission demand an extremely high level of customer service. The Guest Services Shift Leader will work with employees and volunteers to ensure this end.
Responsibilities
- Welcome, check-in, and assist center day and overnight visitors and guests.
- Accurately manage, create, or modify guest reservations for any AMC facilities as required.
- Accurately and reliably handle cash and credit card transactions.
- Accurately create and manage meal counts for the Highland Center dining room.
- Provide supervision and guidance for seasonal employees and volunteers during shifts to ensure high standards of service and productivity; respond to any problems or special requests with a professional and friendly demeanor, communicate changes in policies, accounting errors, or other problems through appropriate means.
- Answer all incoming phone calls and respond or transfer appropriately and professionally. Ensure the prompt and professional handling of information requests by both volunteers and employees through a variety of means from public (phone, e-mail, in person, etc.)
- Actively promote and provide up to date information on the services and programs of the AMC and encourage membership to support the club’s public service efforts.
- Provide accurate and knowledgeable information and advice on a variety of topics such as seasonal backcountry conditions, White Mountain National Forest opportunities and policies, backcountry supplies and equipment, and area points of interest.
- Assist in the maintenance of the center’s appearance including informational brochures and resources at the main desk and associated areas and kiosks. Assist the custodial staff in cleaning windows, vacuuming, snow removal, restroom and parking lot maintenance as needed or requested.
- Work with other staff to provide rescue services using established procedures and protocols working with our partners, the NH Fish and Game Department and the US Forest Service. Provide communication, transportation, and supplies and equipment needed to respond to backcountry emergencies. Accurately complete required post incident paperwork. Safely respond to emergencies (fire alarm, medical, illegal activities) at the center by calling 911 while providing security for our guests, visitors, and employees.
- Lead or assist in the delivery of guided site tours, “Dinner Talks”, and evening programs including greeting and orientation to visitor center opportunities and AMC programs and mission.
- Other duties as assigned.
Employment Qualifications
- This position requires exceptional customer service skills and ability to be a team player within a detail-oriented, fast-paced environment.
- Must be a person who is enthusiastic and enjoys working with the public.
- Computer competency (MS Word and Excel) coupled with effective typing skills is required.
- Prior hotel, lodge, or visitor center experience is desirable.
- Familiarity with the White Mountain National Forest and proactive attitude regarding AMC programs and mission is strongly preferred.
- Must be willing to work weekends, holidays, and evenings.
- Ability to work in an standard office setting, operate computers, stand & sit. Ability to travel safely on unpaved trails carrying 40 lbs or more in all weather conditions.
To Reply
Send Resume and Cover Letter to Sara Woodstock, Lodge Manager, AMC Highland Center, General Delivery Route 302, Bretton Woods, NH 03575 or email to swoodstock@outdoors.org. Call 603-278-4453 x 2005 for more information.
Benefits of Working With the AMC
The AMC offers a great benefits package! Here is a partial list that highlights some benefits offered for our regular full-time employees. Benefits may vary based on position.
- Group Health Plan, 75 percent employer paid.
- Group Life Insurance, 100 percent employer paid
- Long-Term Disability Insurance, 100 percent employer paid
- Vacation, three weeks accrued each year
- Holidays, 13 paid holidays/year
- Use of AMC Facilities, free and discounted rates
- Free AMC membership
The Appalachian Mountain Club is an Equal Opportunity Employer and welcomes diversity in the workplace.