Nantahala Outdoor Center

  • Guest Relations Office Manager

    Job Locations US-NC-Bryson City | US-NC-Asheville
    Job ID
    2019-1154
    Category
    Customer Service/Support
    Job Classification
    Year Round
  • Overview

    For 40+ years NOC has led the outdoor industry, taking more guests whitewater rafting and teaching more paddlers than any other outdoor recreation company. NOC also provides top-quality aerial and trail-based adventures, wilderness medicine as well as providing unmatched retail service, food service, lodging and trip planning services. Behind NOC's rapid growth is our staff’s commitment to our five core values: lead by example, service before self, do the right thing, work hard/play hard and make it happen. These core values unite a community of leaders and pioneers in an exciting, fun and always changing work environment.

     

    NOC career opportunities offer prospects rare opportunities to work in beautiful locations, to grow their skills and to share a passion for active outdoor recreation. Ideal candidates are leaders in the work place that wish to join a unique, values-driven organization. They aspire to excellence in their fields and disciplines and they demonstrate a commitment to the service of others. Above all, they want to provide visitors with unforgettable experiences in the great outdoors. If this sounds like you, we hope you'll apply to join the NOC team. 

     

    JOB SUMMARY 

     

    Do you have a passion for sharing outdoor adventure? Are you a natural leader that thrives in a fast paced environment? Do you share NOC's Core Values, like 'Work Hard, Play Hard'? The Guest Relations Manager influences all guest-related interactions at the Nantahala Outdoor Center. In this role, the Guest Relations Manager ensures our Contact Center staff are trained and motivated to give the best guest service before, during and after the reservation process. This management level position comes with a high level of responsibility and accountability, but also the freedom to make decisions and impact positive organizational change. Come be part of our team!

     

    The Guest Relations Office Manager oversees all operations of the Guest Relations Office and all aspects of our guest facing, non-custom group and sales functions. This position reports to the VP of Sales and is responsible for the hiring, training and management of NOC's Contact Center staff, as well as, training ancillary staff on our reservation system and processes. 

    This is a full-time, benefits eligible position with heavy managerial oversight of a staff up to 25+ during peak season. This position is expected to have an engaged voice in driving positive guest experiences today and new opportunities for better guest experiences in the future. Hours and weekly schedule can fluctuate each week based on business demands and some overtime will likely be required during peak season. 

    Responsibilities

    • Oversee hiring, training, scheduling and evaluation of our Guest Relations staff
    • Responsible for payroll processing and approval, resolving any payroll issues in a timely manner and monitoring hours to minimize overtime
    • Oversee, in conjunction with the VP of Sales, budgetary planning and execution
    • Supervise daily operations and work-flow of the Guest Relations Office
    • Actively monitor and manage phone queue and respond as needed 
    • Maintain high level of guest service and quality control including handling guests concerns and praise 
    • Serve as the point of contact for our guest when handling refunds or questions involving credits or transactions outside our normal policies
    • Serve as the primary contact for our reservation system and any issues that may arise
    • Monitor and orchestrate all opening and closing tasks as seasons dictate, including, but not limited to: hours of operation, scheduling, mail distribution, communication with accounting and lodging check-in 
    • Oversee the daily management of guest emails and voicemails and respond in a guest service and sales driven manner
    • Manage the administration and maintenance of all web-based guest reservations
    • Serve as Contact Center Representative as needed
    • Other duties as assigned

    Qualifications

    REQUIRED

    • Bachelors degree (or beyond) in business is preferred
    • Previous experience in a call center or in pursuit of sales, hospitality or management career
    • Valid driver's license with clean driving record

    PREFERRED

    • Experience with Resmark or similar reservations system
    • Experience with MS Office, Google Docs, Call Rail, Cisco Agent software

     

    Applicants should:

    • Possess strong managerial skills and experience overseeing employees with different skill-sets
    • Have a proven track record in a leadership role
    • Have proven written and verbal communication skills
    • Have decision-making and troubleshooting ability
    • Have strong interpersonal, leadership and team building skills
    • Be able to coach others and give positive and constructive feedback
    • Be organized and able to multi-task while remaining calm in a fast paced environment
    • Uphold NOC's policy on confidentiality at all times 
    • Demonstrate tact, poise, diplomacy, professionalism
    • Embody and exemplify NOC Core Values and Standards of Conduct

    Physical Demands and Environment

    • Must be able to lift 30lbs
    • Must be comfortable sitting for long periods of time
    • Must be comfortable working in an indoor office environment
    • Must be adaptive and reactive to changes in technology and use of new programs

    The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to provide a general sense of the responsibilities and expectations of this position. As the nature of business demands change, so too may the essential functions of this position.


    The Nantahala Outdoor Center (NOC) is dedicated to the principles of equal employment opportunity in any and all terms, conditions or privileges of employment including hiring, promotions, termination, training and compensation. The NOC does not discriminate against applicants or employees on the basis of age, race, sex, color, religion, national origin, disability, veteran status, sexual orientation, gender identity or expression, genetic condition or any other status protected by federal, state or local law, where applicable. Furthermore, the NOC is committed to a work environment free of discrimination and harassment through respecting and valuing the diversity among employees and all those with whom the NOC does business.

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