POSITION SUMMARY:

This position supports the work of the YMCA of the Rockies, Estes Park Center, which operates a mission-based family and group conference and retreat center serving more than 150,000 for EPC annually. The Guest Registration Manager is primarily responsible for overseeing his/her shifts at the Front Desk with a high priority on guest service; managing Guest Registration seasonal staff & volunteers; and is responsible for accurate guest folio charges and related duties. 

OUR MISSION AND CULTURE: 

We firmly believe in our mission of putting Christian principles into practice through programs, staff and facilities in an environment that builds healthy spirit, mind and body for all. YMCA of the Rockies staff are key players in helping cultivate an environment of healthy living, youth development, and community impact on our breathtaking properties outside Rocky Mountain National Park. This is a place where nature inspires and staff lead with heart. We are committed to being welcoming to all people and to making a difference in the lives of our members, guests and staff. The work each staff member does matters. We count on our staff to provide extraordinary mission-based experiences for our guests and for each other.

ESSENTIAL FUNCTIONS:

• Supervise, motivate, evaluate and discipline Guest Registration Desk Supervisors, Guest Registration Desk Attendants and Switchboard Operators. 
• Scheduling, training and managing staff. 
• Ensure guest requests and concerns are addressed and done so in a timely fashion. 
• Ensure that Guest Registration staff support and follow departmental and Association policies and procedures. 
• Assist with switchboard emergencies and other major concerns involving guests and employees that arise at the Guest Registration Desk. 
• Ensure that the Business Office vault is secure and proper balance is maintained. 
• Ensure accurate charges to guest folios, as well as timely billing when necessary. 
• Ensure income auditors accurately compile daily bank deposits.  
• Build an environment that promotes consistent guest satisfaction. 
• Refine and develop ways to improve Guest Registration operating procedures. 
• Review staffing hours and check for accuracy using computerized time clock system. 
• Complete appropriate paperwork (such as Personnel Action Forms, staff evaluations, and disciplinary actions) and communicate with Human Resources to maintain accurate staff information. 
• Make Estes Park Center and Association bank deposits on a weekly basis by driving the deposit(s) to the bank and providing any personal information as required by the Federal Government.

REQUIREMENTS/QUALIFICATIONS:

• 2+ years of previous supervisory guest service experience required. 
• Bachelor’s degree or equivalent work experience preferred  
• Strong interest in and active support of the Association’s international training program. 
• Must have basic computer skills including being capable of learning the YMCA property management software (HotelKey). 
• Must work well with frequent interruptions in a busy environment. 
• Must sit and stand, get up and down frequently, and walk around during a work shift. 
• Must converse in English face to face, via telephone and two-way radio, and read and write English. 

GENERAL YMCA OF THE ROCKIES REQUIREMENTS:

• Uphold and reflect the YMCA core values of Caring, Honesty, Respect, Responsibility and Faith in all functions
• Uphold the YMCA of the Rockies Mission, policies, and programs.
• Possess and demonstrate excellent customer service skills; for example, friendly, personable, helpful, patient, and professional.
• Support the YMCA of the Rockies safety program. Promote safe work practices and a safe environment for guests, members, and staff.
• Promote a cooperative, positive, and flexible atmosphere while working with others in a diverse community.
• Attend required abuse risk management training and report suspicious or inappropriate behaviors and policy violations.
• Commitment to diversity, equity, inclusion and antiracism is required.
• Must meet acceptable criminal background check standards.
• All other duties as assigned.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

• Must be able to climb stairs, kneel, stoop and bend. 
• Must be able to stand for periods in excess of two hours. 
• Must be able to function in loud and hectic environments. 

Note: Employees are held accountable for all duties of this job.
This job description is not intended to be an exhaustive list of all duties, responsibilities,
or qualifications associated with the job.

COMPENSATION PACKAGE & EMPLOYEE PERKS:

• Health, dental, and life insurance
• Generous PTO/Vacation
• Participation in YMCA Retirement Fund (an additional 12% contribution by YMCA after 2 years employment)
• Employer owned rental housing may be available nearby - Contact Human Resources for more information
• YMCA of the Rockies membership
• Discounted childcare, summer day camp, and summer overnight camp
• Discounted nights at YMCA of the Rockies lodges for friends & family
• Ski passes to nearby resorts
• Free or discounted gear rentals for outdoor adventures
• View all YMCA of the Rockies employee perks by visiting here