Guest Experience Mananger

Spruce Lake Ministries encourages persons from a variety of traditions to a deeper faith in God through Jesus Christ. In this peaceful setting in the heart of the Pocono Mountains in northeastern Pennsylvania, Spruce Lake and Pinebrook provide Christian church, family and corporate groups with lodging, meeting spaces and meals for their next event or retreat. Pinebrook also hosts a summer day camp program.

The Guest Experience Manager (GEM) orchestrates the guest journey from arrival to in-house and post-stay to ensure memorable, high-quality, and personalized experiences. The GEM is responsible for leading the front-line operations staff, collaborating across departments to manage guest and/or group leader interactions, analyzing satisfaction metrics, and resolving escalated service complaints to boost retention and guest loyalty. The GEM is a member of the Pinebrook Leadership Team.

Prerequisites:

• Possess spiritual maturity, taking initiative to personally grow, and encourage others to grow in their relationship with Jesus Christ.
• Must fully embrace and align with SLM's vision, core purpose, statement of faith and core values.
• Demonstrates combined evidence of inspirational leadership and management abilities.
• Conduct him/herself behaviorally in a manner that is above reproach, realizing that the greatest potential for ministry is achieved through the witness of Christ-like individuals.

Accountability: Accountable to the Pinebrook Director

Supervision: Operations Technicians, Seasonal Ministry Assistants, and Volunteers

Qualifications

• Two plus years proven, progressive experience in guest service management and supervision of operations employees.
• Excellent interpersonal skills for interacting with guests and guiding staff.
• Technical familiarity and proficiency with hotel reservation software, Microsoft office suite, and digital engagement tools.
• Ability to remain calm under pressure and adapt to shifting priorities.
• First Aid, CPR and AED certified preferred (or willing to get certified).
• Lifeguard and/or adventure program certified (or willing to get certified).
• Availability to work evenings, weekends, rotating holidays.

Physical Requirements: Physically able to stand and walk for long periods of time on uneven terrain; to lift 50 lbs.; to perform repetitive motions with arms, wrists, shoulders, and to bend, kneel, and stretch.