Guest Relations Specialist

Organizational Summary

Boulder Crest Foundation is a pioneering nonprofit organization that exists to ensure that service members, veterans, first responders, and their families can thrive in the aftermath of struggle, stress, hardship, and trauma. For far too many of these remarkable men and women, the cost of service to community and country is the quality of their lives. Too often, that cost comes in the form of suicide - which claims the lives of 20 members of the military and veteran community daily; and we lose more first responders than in the line of duty every year. We need a new and innovative approach and that is why Boulder Crest Foundation exists.

Boulder Crest is the global leader in the development, delivery, study, and scale of Posttraumatic Growth (PTG) based programs for times of struggle. As a $10 million a year organization, Boulder Crest delivers these programs at our wellness centers in Arizona (Sonoita), Texas (Italy), and Virginia (Bluemont), through our Mobile Training Teams (MTT), and through partnerships with nonprofit organizations and first responder departments in more than a dozen states across the country. The Boulder Crest Institute for Posttraumatic Growth is the leading global center focused on the theory, research, and application of Posttraumatic Growth, and is chaired by the founder of PTG, Dr Richard Tedeschi.

Job Summary

The Guest Relations Specialist (GRS) reports to the Executive Director and is at the forefront of our customer service. This position is responsible for the overall experience of our Retreat guests. The GRS provides guests with superior customer service, ensures a smooth reservation process, and facilitates a positive, memorable visit. The GRS ensures that guests are supported from initial contact to when they arrive to when they leave our property.

Summary of Essential Job Functions

• Receives, schedules, and modifies reservations for Boulder Crest guests and keeps the Executive Director abreast of reservation status and all changes.
• Manages the reservation-booking system to ensure the guest-facing calendar reflects the facility calendar and vice versa.
• Receives incoming calls and visitors, makes referrals to appropriate staff, or provides requested information.
• Prepares welcome baskets for guests, maintains cabin binders with up-to-date information, and facilitates the check-in/check-out process.
• Compiles guest records, numerical and descriptive information from forms, applications, and other materials for statistical analysis.
• Manages and schedules cabin/lodge cleaning contracts to ensure the cleanliness of cabins/lodge every week. Oversee cabin cleaning contractors while onsite.
• Performs weekly, monthly, and quarterly checks in cabins to include deep cleaning, inventory, replacing and updating household items.
• Receives mail and processes donations, including preparing correspondence, reports, and other written materials for both in-kind and monetary contributions.
• Maintains inventory of guest supplies
• Always presents a positive and professional demeanor to our staff and guests.
• Provides guests with responsive, courteous, and sincere attention always.
• Supports and participates in programs, special events and activities on an as-needed basis, as indicated by Retreat leadership.
• Input guest/volunteer information in Donor Perfect monthly
• Tracks and records guest testimonials for R&R stays and programs.
• Collaborates with Team to schedule activities on-site for guests during R&R program.
• Coordinate with volunteers/community members for donations of quilts and other supplies needed for cabin baskets or programs.
• Manages volunteer platform and works with Operations team to post volunteer opportunities monthly via the Boulder Crest website.
• Organizes and coordinates Corporate Volunteer events.
• Maintains main office phone line, taking messages and returning phone calls.
• Coordinates Volunteer Recognition Events with support from the Operations team.
• Initiate and maintain cabin overview checklist to ensure the 5-star appearance of cabins before each guest arrives.
• Coordinates tours and meetings with Executive Director.
• Participates and helps coordinate outreach and fundraising events as needed.
• Performs all other related duties and responsibilities as required.

Capabilities Required

• Familiarity with Microsoft Office Suite, specifically Word and Excel; ability to quickly and easily learn other software systems such as DonorPerfect, Cloudbeds and Volunteer Local with appropriate guidance
• Ability to make informed decisions and take direction/guidance from the Executive Director
• An expert at delivering quality service to customers
• Excellent communication, grammar, and spelling skills
• Must possess the ability to communicate (in the English language), follow oral and written instructions, and perform detailed clerical work in a methodical, independent and thorough manner with speed and accuracy
• Must be a team player and work well with others, including supervisors and peers

Minimum Qualifications

The Guest Relations Specialist will have an education and professional background commensurate with this important position. The GRS will typically have a high school or equivalent diploma and 1-5 years (plus) experience in an office setting and Hospitality. A driver's license and a good driving record are required to use the company vehicle and run occasional errands. Other requirements include knowledge of and passion for veterans, strong organization skills, time management, and interpersonal skills. He/she should also be friendly, patient and detail oriented.

Physical Demands

While performing the duties of this job, the GRS is regularly required to sit, stand, walk, speak, and hear. The position requires extensive computer use, so the employee must have sufficient hand dexterity to use a computer keyboard and be capable of reading a computer screen. The employee must occasionally lift and/or move up to 40 pounds.

Reasonable accommodation may be made to enable otherwise qualified individuals with disabilities to perform the essential functions.

Travel

The Guest Relations Specialist must have reliable transportation to and from the work location and will occasionally be expected to run errands in and around the Retreat (within 100 miles).

Work Environment

The work environment is a small, busy facility. The noise level in the work environment is usually low to moderate. Reasonable accommodations in the work environment may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

A background check will be required before an offer of employment is made.

Salary : $10