Guest Services Lead

This position description is intended to describe the general nature and level of work being
performed by people in this category. It is not intended to be an exhaustive list of all
responsibilities, duties and skills required of people in these positions.

Work Team:

Community Services

Reports To:

Executive Directors

Position Classification:

Employee

Length of Service:

2-3 years

POSTION SUMMARY

This position is open September. If you are enthusiastic about fostering a culture of hospitality and teamwork, and if you thrive in an environment where every detail contributes to making guests and residents feel at home, we invite you to bring your talents to our Village. Together, we will continue to create memorable experiences and a vibrant, welcoming community.

MAJOR FUNCTIONS

(principal duties and responsibilities; such as categories supported, staff size, volume managed, etc)

Specific responsibilities include but are not limited to the following:

Demonstrate a passion for the Village’s “welcome” and “hospitality” mission in all aspects of the role’s functions.
Managing/supervising, caring for, providing leadership/guidance to, and acting as back-up for the members of the Guest Services Team and their responsibilities for Village aesthetics, cleanliness, and tidiness; ensuring that Team members fulfill the expectations of their various roles.
- In partnership with the Human Resources Manager, and the Staffing Office: manage workplace conflict and accountability issues in ways that hold appropriate confidentiality and that balance a person-centered approach with clear/objective workplace expectations.
- Conduct 6-month reviews with all staff.
- When necessary to ensure adequate coverage, act as Head/Vice Housekeeper and Laundry Head.
Keep an accurate inventory and manage the use of the Village’s furnishings; consult with the Community Life Manager on desired purchases.
In partnership with the Housekeeping Associate and Laundry Head, ensure accurate inventories are kept for supplies; submit orders for both areas that are financially responsible and aligned with the Guest Services Philosophy.
Ensure that all staff living spaces are maintained and ready for incoming staff.
In partnership with the Head/Vice Housekeeper and Laundry Head, track necessary repairs and improvement needs; coordinate with the Operations Manager and Operations Team to ensure necessary repairs and improvements are made.
In collaboration with the rest of the Community Life Team, create and maintain public spaces in ways that promote creativity, hospitality, and engagement with the Mission of the Village.
Coordinate and lead Guest Services Team meetings in ways that promote staff development, effective communication, efficient time management, and community-building.
Attend the weekly Community Life Team meeting, the monthly Team Lead meeting, and a weekly one-on-one check-in with direct supervisor
Assist in other areas of the Community Life Team as needed.
Offer input to the direct supervisor and/or Business Manager during the construction of both operational and capital budgets
Track spending throughout the year and ensure compliance with the budget.
Update the position’s turnover file to reflect all changes in policy and procedure.

KNOWLEDGE AND SKILLS REQUIREMENTS

(position specifications; such as knowledge/education, skills, problem solving/decision making, risk/bottom line results, management responsibility – people and functions)

Specific knowledge and skills include but are not limited to the following:

Have the ability to lead, inspire, motivate, and supervise a diverse staff (composed of both area staff members and guest volunteers with a wide range of experience, ages, skills, and abilities) in ways that promote responsibility, resourcefulness, fun, positivity, and efficiency.
The ability to be worth both independently and in a collaborative setting.
The ability to balance task-orientation with the “big picture”, and to proactively prioritize objectives under changing circumstances.
Have a strong aesthetic sense.
Have strong organizational skills, and the ability to create/revise efficient and effective systems that support the work of the area.
Excellent delegation skills.
Have a broad knowledge of housekeeping and laundering methods.
Manage a budget.

COMMUNITY EXPECTATIONS

(particular knowledge/skills related to client and/or agency needs)

Has enthusiasm for, and ability to work in, a remote wilderness setting.
Commits to work in ways that support and fulfill Holden Village’s Mission, Vision, and Values and commits to the terms of the Community of Practice Agreement.
Extends genuine hospitality to all Villagers and guests.
Upholds and works to further Holden Village values of diversity, equality, respect, sustainability, and spirituality as articulated in the Strategic Plan.
Undertakes Work of the Village including dish team, garbology, stoking, and wood chaining.
Abides by Holden Village’s Community Health Protocols and Practices.
Commits to staying up-do date on all required vaccinations.

COMPENSATION & BENEFITS

As an Employee, you are eligible for the following compensation and benefits:

$1650/month stipend
Meals, housing, utilities, internet access provided
Health, Dental, and Vision Insurance
Simple IRA account
Life Flight membership (emergency helicopter transportation based on medical need)
14 one-way boat tickets per year
Generous “out” days, and friend and family guest policy
Access to amazing hiking opportunities, community events, teaching sessions, art studios and other educational opportunities!