GUEST Services Representative

Guest Service Representative

Located just 15 miles west of historic Plymouth, the Boston/Cape Cod KOA in Middleboro, Massachusetts, offers employees a unique opportunity to work in a scenic, wooded environment at the heart of one of New England's most vibrant and historic regions. Team members are part of an operation that supports travelers exploring Plymouth, Cape Cod, and Boston—helping them create memorable experiences while enjoying a workplace surrounded by nature. Whether assisting guests staying in cozy cabins, tent sites, or RVs, staff play a crucial role in maintaining the welcoming atmosphere that keeps our campground highly rated.

Working at our KOA means being part of a dynamic, guest-focused team that brings fun and comfort to every stay. Employees help facilitate a wide range of amenities and activities including a Jumping Pillow, theme weekends, outdoor movies, and a KampK9® dog park. Staff also support on-site services such as the general store, arts and crafts events, and our campfire-friendly environment. With a reputation for excellent hospitality and a nearly 5-star rating from guests, this is more than just a job—it's a chance to be part of a close-knit, enthusiastic team in one of the most scenic and historic parts of the country.

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.

At KOA, we believe the outdoors is fun and for everyone. We are committed to having a diverse, equitable and inclusive environment where all are treated with dignity and respect. We strive to:

• intentionally create a sense of community and belonging for our guests, employees and franchise partners

• continually educate ourselves and advance our understanding about DEI

• sustain a culture that promotes diversity of thought and experiences

• ensure everyone has the ability to experience the outdoors and that our facilities are accessible to all

• drive change in our company and industry through action and implementation

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:

• Greet and welcome all guests approaching the front desk in accordance with KOA standards.
• Resolve guest concerns and complaints in a thoughtful manner while maintaining campground standards.
• Prepare reports as required, relating to shift check-list, and down-time reports.
• Answer inquiries from guests regarding campground amenities and local attractions.
• Fully comprehend and be able to operate all relevant aspects of the campground property management system.
• Ensure logging and delivery of all messages, packages and mail in a timely and professional manner.
• Be familiar with all in-house groups.
• Establish and maintain good communications and teamwork with fellow associates and other departments within the campground and utilize proper two-way radio etiquette at all times.
• Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner.
• Adhere to policies regarding handling of cash drawer while following specific KOA cash and credit card handling procedures.
• Notify management of any pertinent information related to daily shift activities.
• Maintain high standards of professionalism, customer service, quality and cleanliness.

Additional responsibilities include:

• Maintain store displays and inventory control as directed, and communicate ideas and guest feedback.
• Increase revenues through up-selling strategies and profitability of ancillary income.
• Maintain health standards and ensure guests and team members are in a safe and secure environment.
• Foster a work environment that maximizes employee involvement, morale and is dedicated to delivering KOAs Culture, Mission, Values and Goals.

Expected results include:

• Demonstrates positive attitude with guests, management, team members and vendors.
• Consistent maintaining of arrivals, departures and campground census reports.
• Attention to detail when handling reservations and/or registering guests.
• Promotion of ancillary revenue streams.
• Meet Quality Assurance standards.

Job qualifications include:

• Hear and speak 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.