Guest Services Lead
Whaler's Cove Lodge

Spend your Summers in Alaska and Fall/Winter/Spring in Montana!

We have an entire maritime wilderness to ourselves :)

Year-round
  • year round

Guest Services Lead

Whaler's Cove Lodge
Location:
Angoon, Alaska
Wages/Pay:
$55,000.00 / year + tips
Experience:
Previous experience required
Start Date:
Starts immediately!

This position is responsible for contributing to an exceptional Guest experience! From first point of contact, through the reservation process, travel, administrative processes, arrival & welcoming, friendly departures, daily activities, processed fish shipments, and gift shop sales for up to 32 Guests per day, for a 3-4 month operating season in Alaska and an 8-9 month administrative season in Montana. The lodge is located in Southeast Alaska, Killisnoo Island, just off of Admiralty Island National Monument, near the Tlingit Village of Angoon. This is a remote wilderness lodge specializing in salt & fresh water fishing and ecotourism.

Responsibilities

  • Year-Round Reservations Sales Agent
  • Vessel Scheduling and Guest Transportation Scheduling
  • Communication HUB
    • VHF Radio Base, Dispatch for All Vessels
    • Front Desk, Phones
  • Training, Scheduling, and Overseeing Guest Services staff every operating season
  • Hosting bi-weekly Welcome and/or Goodbye speeches.  Public Speaking.
  • Accepting and tending to all (in-house) guest requests and communication with other departments (Kitchen, Housekeeping, Maintenance, etc.) if so required.
  • Fielding Guest Requests for Changes in Daily Boat Schedule 
  • Creation & Distribution of Guest Transportation Manifests
  • Responding to Phone & Reservation Emails Daily
  • Guest Correspondence
    • Inquiries & Information Packets
    • Preparing and Processing Guest Check-in/check-out Paperwork
    • Collecting Deposits & Final Payments, Including TIPS
    • Guest Feedback Forms
  • Working within the Reservation Databases (RezOvation & Resort Data Processing)
  • Point of Sale; credit card processing and gift shop sales.

Manages Social Media and Marketing Campaigns:  Facebook Marketing; Trip Advisor responses, Google.

  • Assists with Incoming and Outgoing Mail; Visits to the Local Post Office
  • Meeting and Greeting of Guests after each fishing day to socialize and to take pictures
  • Gift Shop Management. Selling merchandise to both guests and employees. Restocking. Managing displays. Inventory.  Purchasing.
  • Tending to the fireplace in the Main Lodge. Periodically cleaning of Front Desk work area including the Lobby area.
  • Participating in Shared Office Management duties.

Skills & Qualifications Required

  • Exceptional Customer Service Skills
  • Hospitality Industry Experience, Sales or Hosting
  • Proficient Communicator: Written and Oral
  • Minimum of 55 wpm typing.
  • Must be Technologically Literate
  • Microsoft Word - Advanced
  • Excel – Intermediate to Advanced
  • QuickBooks – Intermediate
  • Daily use of email, database management (point of sale system and reservation database), must know field merging, smart phones and applications, virtual calendars, etc.
  • Professional, Positive & Self-Motivated
  • Logistics Minded. Detailed.
  • Organized, Timely, and Thorough
  • Ability to perform several tasks concurrently with ease and professionalism.
  • Must be able to keep company matters strictly confidential.
  • First Aid Certified Preferred
  • High School Graduate Required, College or University Experience Preferred

Location & Terms of Employment

Year-round position. June – September in Alaska.  Must be on-site for the entire operating season.  Guest Season runs approximately 3nd week of June through approximately first week of September.

October – June in Kalispell, Montana satellite offices. 

Position is available as soon as qualified team member is discovered.

Considerations

Team Oriented ~ This position is one of only 4 core crew members that provide this company its backbone.  This person needs to be independent, yet totally understand the interdependence that this operation requires to succeed.   Healthy communication skills, willingness to solve issues, positive attitude, big-picture mentality, sense of humor, self-motivation, and an ability to adapt and learn are all required.

Professionalism ~ We require our Guest Services Manager to present themselves in a professional manner at all times.  We always have guests at the lodge (from June into September) with turnover days on Saturdays (every week) and Tuesdays or Wednesdays (alternating every other week).  Because of our remote location, it is very difficult to replace any of our crew during the operating season.  We expect a commitment to stay the entire season or agreed upon length of contract.  It is important that our applicants understand the operation and what responsibilities will be required of them.

Attitude & Social Ability ~ Our Guest Services crew are in a position with very high guest exposure.  It is important that our personnel enjoy people and enjoy showing the guests a good time.  We are looking for individuals who truly enjoy hospitality! We require our team to have a positive attitude, show extraordinary manners, and be courteous at all times.  This position involves daily communication with the General Manager year-round, and during the operating season, 5 Department Leads, up to 21 crew members, and up to 32 guests daily!

Safety & Medical ~ Our guides are our eyes and ears on the water. Guides are expected to keep tabs on other vessels from the lodge, including self-guided boats. At times our guides act as radio relay stations if a boat is trying to contact the lodge and is out of VHF range. Guided vessels are required to lend assistance to vessels in emergency situations where life or property is in danger. Guest Services crew are the primary monitors of the lodge VHF station and is required to assist with any communications necessary.  This position will be one of the first to communicate to the Coast Guard if necessary.  Knowledge of maritime radio etiquette is helpful.  Guest Services crew and General Managers rotate monitoring the lodge radio 24 hours a day, while guests are on site.

Operating in the Alaskan environment is inherently dangerous and all of our employees are required to be aware and responsive to any potentially dangerous situation that may arise.

Firearms are kept on site and carried by all fresh water guides.  The lodge has a working cannon, for entertainment purposes only.

If a situation arises that requires medical attention, crew is to contact the lodge immediately and render any assistance possible. The community of Angoon has a medical clinic with emergency staff available; although due to irregular cell service, contact may not occur immediately.  Regional scheduled sea plane service or charters may be available to transport patients to adequate medical care facilities in Juneau or Sitka (this is a minimum 40 minute transport).  In addition, the U.S.C.G. Air Station in Sitka has the capability to medevac serious injuries. In any case, the lodge management is to be contacted immediately to ensure a coordinated and timely response.

Guest Services crew must be healthy, physically fit, maintain a clean appearance, be drug-free (pre-employment drug testing and random seasonal drug testing is company policy at company discretion), and be a non-smoker. Anyone who cannot maintain themselves in a professional manner regarding alcohol consumption need not apply.

Company Policy ~ Employees of Whaler’s Cove Lodge are to abide by the most current version of the Employee Handbook (provided at time of hiring). The duties and policies described in this job description are in addition to, and an integral part of, the employee policies set forth in the Employee Handbook.

Guest Services Meetings ~ The Guest Services Manager facilitates a weekly Guest Service meeting during the Operating Season. Due to the seasonal nature of our industry, this is a requirement to ensure that all Guest Services crew are coached, trained, and updated throughout the operating season so that they are educated and empowered to provide an exceptional Guest experience.  The time and place of these meetings is established at the beginning of the season. Topics of the meetings vary depending on the week. Generally each meeting will cover: the coming weeks guest needs; Q&A regarding lodge policies for reservations, guest requests, etc.; tides and weather for the coming week; television show filming schedules with boat assignments; review of Guest forms; fishing areas; Whale sightings and feeding areas to be aware of; current guest issues; emergency orders as issued by the Alaska Department of Fish & Game; and any changes of fishing or guiding regulations. Most importantly the Guest Services meeting is a round table discussion where ideas can be fielded to enhance our guest’s experiences. It is intended to be a productive and positive meeting to ensure communication amongst the Guest Services crew and lodge management.

System Builder ~ The entire operation and guest experience revolves around the planning of the Guest Services Manager.  This person must be able to work with currently established systems that have proven effective and be willing to offer production solutions to system changes, if needed.  Guest Services Manager must communicate often with Dock, Kitchen, Housekeeping, Shop, and General Manager.

Adaptable & Hard Working ~ This industry is intense and unique.  This company performs its services in a very remote location in Alaska:  crew lives and works on 10 acres, on a small island, for 90+ days, with little “down time”.   Without a doubt, the operating season is hard work.  Most of the administrative duties are performed at the company satellite offices in Kalispell, Montana:  crew is near home, plenty of “down time”, work is Monday thru Friday with Saturdays, Sundays, holidays, and weekends off, and the social aspect of the job is scaled back to the 4 core crew members in addition to phone and email time with current and future Guests.

How to Apply

Please send a cover letter and resume to wclapplicant@gmail.com

Contact Info