Guest Services Director

Reporting to the Vice President of Finance, the Guest Services Director serves as a key member of the staff team. The Guest Services Director is responsible for the first impression of guests onsite and for creating a welcoming environment. This role focuses on maximizing guest satisfaction, building loyalty, and driving repeat business through effective leadership, strategic planning, and operational excellence.

The Guest Services Director is responsible for managing front desk operations, coordinating with other departments, handling guest inquiries and complaints, and leading and developing a team of guest service professionals. This position will also oversee the Mountaintop Cafe which is a small merchandise and coffee shop. By working closely with Event Coordinators and other departments, the GS Director will ensure all guest check-ins are smooth and efficient and provide feedback on the overall guest experience.

About Us

YMCA Blue Ridge Assembly is an IRS-approved 501(c)3 nonprofit organization. Located in Black Mountain, North Carolina, on 1,200 acres of forested woodland, YMCA Blue Ridge serves as a leadership and training center for schools, nonprofits, churches, families and YMCAs throughout North Carolina, the southeast and beyond. YMCA Blue Ridge is committed to delivering exceptional experiences and brings almost 30,000 visitors to Western North Carolina every year. Staff and leadership of YMCA Blue Ridge utilize the power of place, people and programs to develop tomorrows leaders, strengthen families, provide transformational hospitality, and create mission-aligned partnerships.

• Bachelors degree in hospitality management or related field.
• Minimum of five years of practical experience in hospitality, communication, customer service, implementation of processes and procedures, and strong management abilities.
• Thorough knowledge of housing and registration procedures, group contracts, property management systems, word processing and spreadsheets leading to increased service and efficiency.
• Demonstrated ability to manage simultaneous deadlines while maintaining a steadfast attention to detail.
• Strong human relations skills to facilitate positive relationships with group leaders, guests, peers, and staff.

• Train and schedule the Guest Services team. Staff training to include but not limited to KX Hospitality system, check- in/check- out, KX data entry, end of day cash up, opening/closing procedures, answering phone, selling drinks/snacks, recording statistical data, registrations, billing/invoicing.
• Oversee housing, deposit tracking, statistics, retail store, and registration. Ensure accuracy.
• Accurately complete and send out group invoices within 5 days of a groups departure. All invoices for a given month must be completed by the 5th day of the following month.
• Ensure accurate statistical data. Statistics to be completed by the 5th of each month.
• Ensure all check-ins are smooth and efficient. Manage and participate, as needed, in check-in/check-out process.
• Assist guests with requests, issues, and complaints with a focus on positive guest experience.
• Ensure all items related to groups and group invoicing are entered into KX Hospitality System.
• Serve as liaison between guests and staff for services needed once onsite.
• Be available to meet with group leaders.
• Train and schedule the retail store staff. Staff training to include but not limited to operation of the square register, preparing coffee drinks, preparing ice cream treats, opening/closing procedures, and end of shift/day cash up.
• Oversee orders for store merchandise, coffee, drinks and food items. Ordering process to include receipt of all orders, entry of store merchandise into Square system, preparing and attaching price tags.
• Review and approve all store orders and set price point for items.
• Oversee monthly store inventory.
• Position will include evenings, weekends, and holidays.

Compensation and Benefits

• Salary dependent upon qualifications and experience.
• Eligible for YMCA Retirement Fund after two years: YMCA Blue Ridge contributes an amount equal to 12% of gross pay to the fund at no cost and without any matching requirement.
• Free meals in our dining facilities whenever conference groups are being served.
• Free family membership to the Y of WNC, after a 90-day review period.
• Health insurance, dental, vision, LTD/STD, and life insurance. Offered after a 90-day review period.
• Eligible for Paid Time Off (23 days).