Guest Services Manager

**Sign on Bonus $1,500**

We're growing, and we're looking for someone who can grow with us.

As our campground expands its operations, we're building out our leadership team to match the pace. If you thrive in fast-moving environments, make confident decisions under pressure, and take genuine pride in delivering exceptional guest experiences, this role was made for you.

Set along the scenic Saco River, our campground is a destination for adventure-seeking families and relaxation enthusiasts alike. We run on EOS (Entrepreneurial Operating System), and this role is a key seat in making that engine work. We hold ourselves to a high standard, and we're looking for a leader who holds themselves to one too.

Compensation & Benefits

• $62,000 annually $1,500 sign-on bonus*
• Performance-based growth opportunities
• 4% company 401(k) match
• Long-term disability and life insurance
• 2 weeks paid vacation

The Reality of This Role

Let's be direct: this job is intense from April through October. The pace picks up well before the first guest arrives -- spring means opening the property, placing orders, onboarding and training staff, building out the season's programming, and solving the hundred small problems that surface when a large outdoor operation comes back to life after winter. You're leading, mentoring, and making calls before the crowds even show up.

Then summer hits. From Memorial Day through Labor Day, guests are arriving and departing constantly, weather changes plans without warning, staff needs real-time direction, and decisions need to be made quickly, correctly, and with a smile. You won't have time to overthink things, and you won't need to.

The right candidate absorbs information fast, adapts on the fly, and gets energized by a high-volume environment rather than overwhelmed by it. If you've navigated the organized chaos of a peak-season resort, managed a packed event venue, or led a team through the kind of day where nothing goes according to plan and everything still has to work, you already know what this feels like.

The flip side? During the winter months, the campground is closed to guests. You'll continue working full-time at a more measured pace and be able to enjoy some remote work, focused on planning, analysis, and setting the next season up for success. It's a genuinely rewarding rhythm for the right person.

What You'll Own

Front-of-House & Guest Experience

• Lead reservations, systems, and technology to deliver a seamless, high-quality booking experience
• Drive activities, themed weekends, rentals, events, and add-ons that elevate the guest stay
• Develop pricing and promotional strategies to grow revenue and occupancy
• Resolve guest concerns promptly and professionally, setting the tone for the entire operation
• Continuously improve service standards, workflows, and the overall guest journey

Team Leadership & Development

• Lead, schedule, train, and develop front-of-house and guest-facing staff
• Provide real-time coaching, structured feedback, and performance reviews
• Support seasonal hiring, HR documentation, and compliance with employment policies
• Serve as the primary on-site decision-maker in the absence of the owner

Retail & Camp Store

• Oversee buying, pricing, inventory, merchandising, and POS reporting
• Identify opportunities to enhance the guest experience and grow store revenue

Business & Financial Operations

• Manage cash handling, banking, and documented accounting processes
• Execute approved budgets and support cost control initiatives
• Track key performance indicators including occupancy, revenue per site, and guest satisfaction
• Collaborate with ownership on operational strategy, off-season planning, and year-over-year growth

EOS Execution

• Own and drive department-level Rocks each quarter, ensuring goals are broken down, assigned, and completed on time
• Facilitate and lead weekly Level 10 Meetings with your team, maintaining the agenda, scorecard, and issue list
• Maintain departmental scorecards with clear weekly metrics and hold team members accountable to their numbers
• Identify, document, and resolve Issues using the IDS (Identify, Discuss, Solve) process
• Champion process documentation and ensure key functions are captured in Playbook (our SOP depository).
• Operate with clarity on your seat's Accountability Chart responsibilities and help your direct reports understand theirs

Transportation & River Services

• Manage guest transportation and boating/float operations

What You Bring

• A positive, high-energy leadership style with strong communication and collaboration skills
• The ability to learn quickly, prioritize in real time, and stay composed when volume is high and stakes are real
• Bachelor's degree or equivalent experience (Business, Hospitality, Retail, or related fields preferred)
• Strong organizational and people-management skills
• Solid understanding of general accounting principles and proficiency in Excel
• Willingness to learn and operate within EOS (Entrepreneurial Operating System); prior experience with L10 meetings, Rocks, and scorecards is a plus but not required
• Retail merchandising experience preferred
• Calm, professional demeanor under pressure, particularly during peak summer season
• Comfort working outdoors across nearly 50 acres and ability to lift up to 60 lbs.
• ServSafe and CPO certification (or willingness to obtain)
• DOT medical card and propane dispensing safety course (or willingness to obtain)

Who This Is For

This is a strong fit for someone coming from hospitality, retail management, recreation, or outdoor operations who wants a role with real scope and genuine growth potential. You lead with warmth, think like a business owner, and bring the kind of energy that makes a busy summer feel like an achievement rather than a grind.

We invest in our people, and we're looking for someone ready to build something with us for the long term.

Apply today and help us create amazing family memories that last for generations.

Sign-on bonus available after 11 months of strong performance

Pay: $62,000.00 per year

Benefits:

• Life insurance

Application Question(s):

• What leadership and management traits will you bring to this role?
• What experiences have you had that will help you deal with high guest volume and resolving guest relations issues?
• Is your commute to the campground within 40 minutes?
• During peak season the workdays are often long and the pace is fast. How will you do with that?

Work Location: In person

Salary : $1,500 - $62,000