Park Hospitality Manager - Commerce - Natural Resources - Summers Co.

Parks/Pipestem Resort State Park/Summers County   Under general supervision of Pipestem Resort State Park's Superintendent, this employee will direct and manage all aspects of the West Virginia State Parks and Forests Reservations Call Center which is located at McKeever Lodge at Pipestem Resort State Park. The employee will be responsible for overseeing and directing all aspects of the reservations center through the effective and efficient supervision of all Call Center Sales Agents. This employee will be responsible for state-wide reservations management for all lodging, cabins, campgrounds, and picnic shelter rentals. Responsibilities include the coordination of efforts in the sales and marketing personnel stationed in field facilities throughout the park system. Will schedule agents to adequately staff the Call Center to ensure continuity of operations and monitor volume to minimize guest wait times; will be responsible for establishing and setting high standards of hospitality and process, and as such will be responsible for training, coaching, motivating, and leading Agents engaged in answering the call center phones, providing support for customers, and processing reservations for overnight accommodations and activities. Additionally, this employee will be responsible for handling all related human resource functions for the call center staff; will answer Agent's questions, guiding them through difficult calls, resolving all inquiries and complaints that guests may have; diffusing angry customers, and will handle issues that cannot be resolved by the Agents. Must become proficient in the Inntopia , Camplife, and roommaster systems for reservation purposes. Must learn and be knowledgeable about the West Virginia State Parks system and its facilities. Will be responsible for and assist in selling all Parks in the State of West Virginia along with packages associated with those parks. May be responsible for coordinating a schedule of Call Center Agent cold-calling during periods of low volume, that will be designed to encourage past or prospective guests to make reservations or consider visitation. This employee will be responsible for answering any questions Agents may have about calls regarding reservations or packages; will prepare reports and analyze data to determine trends; will be responsible for working with other departments at Pipestem as well as other State Parks in order to keep guests satisfied; and will ensure that agents understand and comply with all Call Center objectives, performance standards and policies. Performs related duties as assigned. Regular attendance is required.

Click The APPLY Link To Apply Online.

IMPORTANT: Your eligible score will be based on information provided in your application; therefore, make sure your application is detailed and complete. You MUST complete ALL parts of the application, including the Work Experience section.

ATTENTION: Applicant must verify post high school education by submitting an official transcript or diploma, training or licensure earned pertaining to this position by the closing date of the posting, if not previously verified. If you are claiming Veterans preference, please submit "MEMBER 4" form and/or your VA Letter. Protecting your personal information is our highest priority.  If your official transcript, training/licensure, or Veterans documentation contains your Social Security Number and/or birthdate, please redact that information before submitting it to the Division of Personnel.

Please attach documents to the online application before submitting it. Or, you may email it to: applicantservices@wv.gov or by mail to: WV Division of Personnel, 1900 Kanawha Blvd. E., Building 3, Suite 500, Charleston, WV 25305.

This announcement is for one (1)  or more specific vacancies and only applies to the location(s) indicated. Your application will remain active for this job for one-hundred eighty (180) days or until the job is filled. Application for this job does not automatically qualify you for other positions. Be sure to submit your application for each position of interest.  To receive an email notice anytime jobs in this or other categories are posted, you may choose to complete a Job Interest Card from the slide-out menu located at the top left of our Job Opportunities page.

• Make recommendations for marketing and advertising of services of the state park.

• Evaluate various hospitality industry reporting data to assist in decision making.

• Recommend personnel decisions of full-time personnel, including disciplinary actions.

• Recommend major rate structure changes; responsible for decisions involving rate adjustments and discounting.

• Responsible for planning, development, and oversight of major and minor park special events.

• Develop standard operating procedures for staff assigned duties and responsibilities related to service, maintenance and hospitality and develop and conduct training on all aspects of staff roles and functions.

• Resolve customer issues with full authority to authorize refunds and discounts, as well as other hospitality based decisions.

• Conduct purchasing activities and work with vendors to resolve both vendor and park related purchasing issues.

• Conduct staff meetings.

• Work with foundations and charitable organizations to forward agency goals.

• Responsible for analyzing and providing reports to supervisors, such as work reports; business level reports; lodging, food and beverage and recreation reports as applicable; staffing reports, sales and marketing reports; etc.

• Interpret and apply agency policies.

• Work with travel agents, tour brokers and travel associations.

• Measure and interpret market data.

• Represent the park and park system at various off property functions.

• Assist in developing contracts for concession park operations.

• Responsible for oversight of budgeting and accounting services in assigned areas.

• Supervise lead workers and supervisors.

• Determine staffing levels needed to support functions/activities and schedule accordingly.

• May travel and perform consulting with other state parks.

Knowledge, Skills, and Abilities

• Knowledge of laws, regulation and policy governing tourism, lodging, food, spa, group services and retail industries.

• Knowledge of generally accepted hospitality and performance standards in related industries.

• Knowledge of customer expectations and hospitality training in related hospitality industries.

• Knowledge of generally accepted accounting and cash handling principles and application.

• Ability to manage and effectively use and train others on use of all relevant automated and written reservation systems, point of sale and property management systems.

• Ability to manage multiple projects.

• Ability to supervise employees.

• Ability to communicate effectively, both orally and in writing.

• Ability to make sound business decisions in a hospitality/resort setting.

• Ability to obtain certification in adult and child first aid, CPR and AED use.

Training: Bachelor's Degree from an accredited college or university.

OR

Substitution: Additional experience below may be substituted at the rate of one (1) year for every thirty (30) semester hours of training.

AND

Experience: Five (5) years of professional, managerial, and/or supervisory experience.