Guest Services Associate

The Guest Service Associate is a cross-trained, entry-level role supporting all facets of Frost Valley YMCA’s guest services operations, including front desk, reservations, registration, and store functions. This position ensures exceptional customer service before, during, and after guest visits while maintaining accurate administrative records and supporting daily operations. The Guest Service Associate will handle inquiries, process reservations and registrations, support check-in/check-out, and assist with retail store sales, providing professional and friendly service to all guests.   

Front Desk & Guest Support

• Greet and assist guests in person, by phone, and by email with courtesy and professionalism.
• Answer and route incoming calls from the main switchboard.
• Process guest check-ins and check-outs, including payments and key distribution.
• Provide program, lodging, and facility information; respond to guest questions and requests.
• Relay messages and work orders to relevant departments (e.g., housekeeping, maintenance, program staff).
• Maintain a clean, organized, and fully stocked front desk area.
• Follow front desk emergency procedures as needed.

Reservations & Registration

• Take, process, and update reservations for Frost Valley programs, including retreats, school programs, camp programs, team building, and other special events.
• Enter and maintain accurate data in reservation and registration systems.
• Distribute and collect contracts, registration materials, and other required documents.
• Arrange and confirm transportation bookings when necessary.
• Monitor systems for errors or missing information and take corrective action.
• Support group and family check-in/out processes during busy periods.

Administrative Duties

• Prepare, sort, and distribute mail, faxes, and informational packets
• Compile and distribute guest and camper lists to relevant staff.
• Generate reports from software systems as requested.
• Maintain accurate and organized files, ensuring confidential information is secure.
• Assist with mailings, brochures, and correspondence related to guest services and programs.

Store Operations Support

• Restock shelves and ensure merchandise is neatly displayed.
• Accurately process sales transactions, handle cash, and give correct change.
• Maintain cleanliness and organization in store areas.
• Prepare and ship mail or school orders as directed.
• Assist in inventory checks and merchandise pricing.

General Expectations

• Develop strong knowledge of Frost Valley’s programs, facilities, and policies to answer guest questions effectively.
• Provide courteous and professional service in all guest and staff interactions.
• Embrace the YMCA’s Character Values. At Frost Valley YMCA, we are inclusive and diverse, caring and connected, honest and respectful, responsible and accountable
• Perform other duties as assigned

QUALIFICATIONS:

• High school diploma/GED required; some college coursework preferred.
• Prior customer service or hospitality experience preferred.
• Proficient with Microsoft Office (Word, Excel, Outlook) and able to learn reservation, registration, and point-of-sale software.
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to multitask in a fast-paced environment.
• Flexibility to work evenings, weekends, and holidays.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• The employee must occasionally lift and/or move up to 25-30 pounds
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
• The noise level in the work environment is usually moderate
• May require long periods of time sitting.

REASONABLE ACCOMMODATIONS STATEMENT:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

FROST VALLEY IS AN EQUAL OPPORTUNITY EMPLOYER

DEADLINE TO APPLY: Rolling until filled

RATE OF PAY: $33,280.00 -$37,440.00 annualized salary, (position is paid hourly) plus generous benefits