Guest Services Lead and Office Coordinator, Lake Joseph Centre

Opening date
Closing date
Term
Full-time
Region
Ontario
Ontario North
Quebec
Location
Lake Joseph Centre - MacTier, ON
Job description

Reporting to the General Manager, Lake Joseph Centre this role will support guest services and the administration of the camp office.
In covering a broad range of duties, this position is responsible for all aspects of guest registration and camp business functions, with a focus on customer service and the promotion of the Lake Joseph Centre

Essential Functions:

Under the general guidance of CNIB National/Divisional guidelines and standards and Ontario Camps Association (OCA) policies and standard practices, and under the guidance of the General Manager this position will:

  • Provide excellence in customer experience for all guests and groups through in-person, phone, written and electronic communication
  • Share program information: promote and encourage participation in recreation programs through endorsement of activities to guests; follow up with customer concerns and/or incidents
  • Complete day to day office administration: using database 'CampBrain' support guest registration; coordinate all bookings; confirm guest, visitor, volunteer, and group reservations; receive payments, process receipts and refunds; update database; manage and protect the privacy of confidential records (i.e. guest medical information); manage mail, office supplies and other administrative duties as required
  • Maintain daily and weekly guest records including the number of registrants in each program; review registrations for errors or missing information and follow up with registrants by phone and/or email
  • Format relevant registration information for use by program staff including cabin lists, excursion lists, arrival and departure schedules, and attendance
  • Manage financial responsibilities: all individual and group invoices, bank deposits, Daily Cash Report’s (DCRs) for cash, cheques and point of sale transactions; prepare and submit expense reports, etc.
  • Take a guest service focused approach in assisting the General Manager in supporting programs, services and the special needs of guest groups
  • Coordinate the execution of the Lake Joe transportation strategy.
  • Manage social media and other communication channels to engage stakeholders
  • Manage Lake Joseph Centre surveys; assist guests in providing feedback regarding programs and guest experience
  • Oversee the operation of the Tuck Shop: obtain quotations, prepare orders, monitor and restock inventory within budget
  • Supervise seasonal staff; with the General Manager, complete selection of new employees, support orientation and training; supervise performance and development; and recognize accomplishments
  • Assist with presentations/job fairs, etc. to promote Lake Joseph Centre; support the implementation of marketing strategies to prospective guests/markets; support efforts to promote Lake Joseph Centre via social media, website, and other resources
  • Maintain statistical information; prepare annual reports
  • Communicate with Program, Housekeeping, Food Services and Maintenance teams to ensure all guests needs are met
  • Within the spirit of the Canadian Code for Volunteer Involvement, foster a Culture of Volunteerism through the coordination, recruitment, supervision, recognition and retention of volunteers
  • Help foster a Culture of Philanthropy; support fundraising activities for the Centre
  • Under the guidance of the General Manager, monitor operational expenses for Lake Joseph Centre
  • Participate in planning and evaluation cycle for each operating and shoulder season
  • Make recommendations to the General Manager regarding new initiatives and ideas to promote “best guest experience”
  • Ensure adherence to current Health and Safety legislation and requirements
  • As part of Lake Joe team, continually build upon positive staff group dynamics

The duties and responsibilities outlined above are indicative of the role but are not exhaustive and may be subject to change as required.

Qualifications

What do you bring to the table?

  • Strong communication, presentation and interpersonal skills; uses tact and diplomacy in working with guests and the public
  • Excellent communication skills and exceptional telephone manner
  • Demonstrated administrative skills: planning and organization, supervisory skills
  • Demonstrated commitment to customer service and “best guest experience”
  • Good relationship/team building and skills; approachable
  • Demonstrated decision making skills; self-directed
  • Proven time management, planning, coordinating and organization skills; proactive in initiating projects on an ongoing basis
  • Professional attitude, results oriented, strategic and flexible 
  • Understanding of Health and Safety legislation/requirements
  • Above average in the use of Microsoft Office software
  • Knowledge of CampBrain Database considered an asset

Education and Experience

  • Previous administrative experience in dynamic office environment
  • A combination of education and experience will be considered
  • Previous experience within a camp or hospitality environment an asset
  • Knowledge and experience in working in not for profit, in the field of vision loss desired
  • Demonstrated knowledge and understanding of supervisory practices, principles, and administration
  • Ability to plan and coordinate trips and transportation
  • Ability to work in a changing and busy environment
  • Knowledge and experience in monitoring expenses in a budget
  • Current Police Record Check is required
  • Class F Ontario Driver’s License (or ability to acquire)
  • Current Driver’s Abstract is required
  • Current Bronze Cross/NLS is an asset
  • Current Standard First Aid and CPR “C”
Working conditions
  • Willingness to work flexible hours and live on site as required (response to any emergencies) May through October
  • Occasional travel may be required
  • Ability to work from the Lake Joseph Centre office during the off season, October through April
Application and contact information

CNIB strives to establish and maintain an inclusive workplace and believes that the diversity of our workforce is an invaluable asset. CNIB is committed to following recruitment and selection practices based on merit, transparency, accessibility and inclusion ensuring that all candidates are given a fair opportunity for employment with CNIB.

To help ensure that this commitment is met, CNIB is committed to working with all candidates that require an accommodation. If you require an accommodation, please let us know what accommodation you require and CNIB will work with you to meet your needs at every stage of the recruitment and selection process.

For more information or to submit your resume, please contact Eugene.Chong@cnib.ca

Please send cover letter and resume, and mention how you learned of this position.

Please note that the successful candidate will be required to pass a standard Criminal Record Check.

We thank all applicants for their interest in CNIB, however, only those selected for an interview will be contacted.