GUEST Services Representative - terramor

Terramor Outdoor Resorts Job Opportunity

This position is for May-October 2025. Seasonal employee housing on site is available.

Terramor Outdoor Resorts is the newest business venture of Kampgrounds of America, Inc. (KOA). KOA is the world's largest network of privately owned campgrounds and the leader in outdoor hospitality. KOA has 525+ locations across the United States and Canada, including franchised and company-owned properties. 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 progressive.

Terramor Outdoor Resorts (Terramor) is a brand offering luxury outdoor hospitality. The resort has high-end accommodations of canvas and hard-sided tents, a lodge with food and beverage, onsite nature trails and a pool and hot tub. Currently, there is one open and operating Terramor located in Bar Harbor, Maine, however KOA is building multiple new resorts across North America.

Reports To

Assistant General Manager and/or Guest Services Supervisor

Position Summary

Responsible for guest registration, front desk, and store procedures while delivering great guest service.

Specific Duties

• Provide superior guest service over the telephone and in person, by being enthusiastic, attentive, friendly and helpful.
• Greet all guests with a positive attitude and a well-groomed appearance, a smile, recognition and a proper Terramor uniform and name tag.
• Handle all guest issues with respect by listening and acknowledging their concern.
• Follow all Terramor guidelines and procedures regarding the handling of registrations, reservations, store sales and refunds.
• Follow specific Terramor cash and credit card handling procedures and properly use the computer, cash register, credit card, and various other front desk equipment.
• Handle daily, weekly, and monthly scheduled stocking and cleaning programs as requested by the Guest Services Supervisor, Resort Manager and/or Operations Manager for all areas of the main Lodge.
• Promote local attractions and encourage guests to use our Outfitter services.
• Assist guests with gear lending as needed.
• This job description is not intended to cover or contain a comprehensive listing of activities, duties or responsibilities. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Secondary Duties

• Assist in the restaurant as necessary. Duties may include but not limited to: taking guest orders and properly ringing up orders via the restaurant POS system, delivering orders, bussing tables.
• Booking guests for tours and outings as well as educating them about things to do and see in the local area.
• Assist with gear lending as needed.

Expected Results

• All guests are greeted immediately with friendly, helpful and professional guest service delivery.
• Demonstration of a positive attitude with guests, management, team members, and vendors.
• Careful and accurate money handling.
• Well-groomed appearance and appropriate, clean Terramor uniform and nametag.

• Consistently at work as scheduled and on time for shifts.
• Attention to detail when taking reservations and/or registering guests.

Job Qualifications

• Hear and speak the English language fluently
• General knowledge of computer and cash register operation
• Basic math, reading and writing
• Follows instructions, responds to management and takes responsibility
• Neat and clean appearance
• Ability to work nights, weekends, and holidays and cover shifts when needed
• Excellent customer services skills
• Ability to maintain confidentiality

Physical Requirements

• Must be able to lift up to 50 pounds, lift and carry 25 pounds occasionally and 10 pounds regularly
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
• Ability to respond to telephone calls, hear issues, give direction while viewing computer screens
• Long periods of standing (80%)
• Ability to bend, stoop, kneel, crouch, and climb
• Requires the use of hands/fingers to handle or feel

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.