Guest Service/Camp Host (RV or Camp Trailer Required, Shared Kitchen and Bathroom Available)

Wildhaven Yosemite is the Sierra Nevada’s newest glamping destination. Our mission is to make it easier to spend a comfortable and memorable night outdoors with family and friends. Share this mission? We'd love to have you join our team in beautiful Mariposa, in the Sierra Nevadas, CA, working with a talented group of experienced hospitality colleagues.

Wildhaven is dedicated to continuing what we believe to be an excellent relationship with our employees. We will do our best to maintain good working conditions, competitive wages and benefits, open communications, and employee involvement. We know that the Company’s success and reputation is a direct result of the loyalty, commitment, and continued efforts of our employees. We will continue to look to our employees for ideas about how to improve all areas of our business in areas like guest service, safety, efficiency, and employee relations.

We are committed to being a positive, drama-free environment and seek individuals who exhibit positivity and an eagerness to to be part of a team.

RV/Camper Trailer Required.  Free utilities and internet are included. 

Requirements

• Strong customer service skills. Treating the guest as if they are always right and they should feel that their concerns are being heard and addressed quickly and professionally. You authentically enjoy chatting with guests about camping, especially first-time campers with lots of questions. You know when to sympathize and bend a rule, and when to switch to an authority role, explain the implications of breaking Wildhaven rules, and escalate until issue is resolved

• Reliability. Given the importance of this role, Camp Hosts must be reliable and punctual.

• Reporting & Communication. Comfortable using project management apps on your phone to provide real-time status updates to management and documenting guest issues

• Problem Solver. Basic handyman skills and productive thinking required

• On-Site Availability. Live on-site in your own RV, that meets Wildhaven’s standards, or employee housing, and sign a living agreement conditional upon employment

General Duties - Guest Service

Guest Communications

• Make sure guests’ needs are being met and their expectations are being exceeded.

• Engage often with our guests, both in-person and via email and phone.

• Interact professionally, and resolve issues quickly. Escalate any unresolved issues to Management with proposed solutions.

Reservations

• Planning: Review bookings for each day in our booking management software and resolve any guest or operational issues.

• Check-in/out: Be available during peak arrival/departure hours to facilitate arrivals and departures

• Bookings: Serve as point of contact for email and phone inquiries, focusing on conversions to bookings and addressing potential guests’ needs.

Concierge

• Help educate guests with on/off site amenities including Yosemite National Park, trails, river floats, yoga, local attractions and activities, the town of Maraposa, etc.

Operations

• Process any in-store transactions from guests through our property management system.

• Assist with monitoring and replenishing inventory of furnishings, linens, store items, supplies, etc.

• Monitor property for general cleanliness and alert housekeepers when service is needed.

• Assist housekeepers to make sure rooms are ready for check-in when needed.

• Assist in creating and maintaining databases of qualified vendors, contractors, and event leads.

• Generating reports on key guest metrics for management

• Log guest issues and communicate with other team members and management

• Log guest feedback and reviews

• All other duties as assigned

General Duties - Camp Host

• The Camp Host is the main point of contact for guests on the site during times when the reception area is not staffed with Guest Services

• Camp Host must live onsite in their own RV/camp trailer.

• Oversee the property during evenings and be available for guest issues that may arise throughout the night.

• Focus on guest satisfaction by enforcing quiet hours, assisting guests with campfires and delivering supplies as needed, etc.

• Provide help, support and information for guests at any hour. Camp Host is available during overnight hours by phone or in-person when needed. 

• Making sure that everyone is quiet by 10pm, including occasional larger group bookings, and enforcing the quiet rules.

• Making sure bathrooms, showers, and common areas are clean and trash is tended to.

• Troubleshoot guest issues such as tripped electrical outlets, heaters/AC use, broken zippers, etc.

• Providing emergency information to guests, management, and authorities as needed, and making sure guests are safe at all times

• Complete all necessary reporting and documentation.

Qualifications

• Education: High school degree, Associate or Bachelor’s preferred

• Experience: Experience in a customer service role, preferably in a hospitality setting

• Schedule: Available to work shifts on weekends and holidays

• Technology fundamentals: Ability to operate software systems such as our property management system, credit card processor, Excel, Google Sheets).

• Math skills: Able to calculate and check numbers related to guest bookings, discounts, on-site purchases, and other hotel performance indicators.

• Communication skills: You truly enjoy talking with and learning from others, and constantly have a friendly, enthusiastic, positive attitude.

• Collaboration and self management skills: Must have a strong ability to work well with others as well as by yourself.  Must be flexible with the ability to work with multiple personalities, ages, backgrounds, and job types.

• Organizational skills: You will be comfortable facilitating multiple issues simultaneously

• Outdoors: You have a true and contagious love for the outdoors that guests will recognize. 

• Entrepreneur mindset: You will figure it out, whatever it is, even if you haven't done it before. You are a creative problem solver, can prioritize your time without supervision, and know when to ask for help. You are comfortable working in a fast-paced, occasionally stressful environment, and are able to take on a wide range of responsibilities.

• Environment: While the job is inside reception you will often be outdoors (occasionally for extended time periods in hot weather), standing and walking, and will need to be able to carry/lift up to 50 lbs.

• Drama-free: You are cool, calm, and collected in the face of difficult guests, situations, or co-workers.

• Hospitality mentality: You are committed to providing kindness and understanding to strangers, and serving guests through your positive attitude.

Job Benefits

• Location: Mariposa CA, in the beautiful foothills of the Sierra Nevadas. 

• Competitive Compensation: We will provide a competitive rate based on your experience, as well as accrued paid time off. 

• Job Success: We are a growing outdoor hospitality company backed by a strong management team. We will do our best to provide what is needed to perform at your best. 

• Perks: Special rate lodging for family and friends when available.