Guest Services, Management, Booking
Duration
3 years
Start Date
1 March 2022
End Date
30 September 2025
Deadline for applications
31 December 2021
Open position
The Deputy Director for Guest Services is a member of the Senior Management Team of the Centre. They are responsible for overseeing the works of all teams related to the Guest experience at KISC: Reception, Catering, House & Hygiene. They build and maintain relations with key suppliers and partners of the Centre and maintain good relations with special Guest groups visiting KISC. As Deputy Director, they are responsible for the strategic oversight of the implementation of the Centre's mission and the management of the Centre's services and product offer for Guests upholding the reputation and image of KISC.
Apply for a job
  • Needs to be at least 24 years old
  • Is a member of an Association recognised by WOSM/WAGGGS
  • Fluent in written and spoken English

 

Essential

  • Customer service and management experience through studies or work experience
  • Experience related to budgeting and basic financial management
  • Experience in people & team management and training
  • Experience in managing multiple processes and teams simultaneously
  • Affinity for customer service and guest contact
  • Ability to work well under pressure and within strict timelines
  • Computer literacy and familiarity with Microsoft Office 365
  • Holds a driver’s licence

Desirable

  • Has previously been a member of staff at KISC
  • Certification and experience in administration and/or management
  • Certification and experience in Hospitality
  • Experience in Event Management (seminar and conference organisation)
  • Experience in sales or business development
  • Ability to communicate in German

Main tasks

  • Ensure a high standard of guest service at all time and uphold the KISC Guest Service Standards

  • Manage the operational activities of the Guest Services areas including staffing, work plans, budgets, investments and financial goals

  • Line Management of the Long-Term Staff Manager of each Guest Service area (Reception, Catering, House)

  • Oversee the weekly, monthly and annual workprocesses and reports (e.g. cash management, special reports, guest satisfaction etc.)

  • Maintain good relations with special groups and develop new opportunities for large-scale bookings at KISC
  • Maintain and develop the KISC customer service standards together with the Guest Services team
  • Leading by example as Deputy Director of the World Scout Centre - deputise for the Director in their absence
  • Responsibility for overseeing debtors

Other responsibilities

  • Deal with any guest enquiries relating to the Centre
  • Work and communicate effectively with all staff and guests
  • Flexibility in working hours according to the needs of the Centre

Scope of management responsibilities and decision making:

  • Knows the formal and informal team and Centre goals, standards, policies and procedures which include familiarity with other teams
  • Agrees on the timing of physical presence at the Centre with the Director ensuring continuous management attention during normal operational hours
  • Is sensitive to the interrelations of both people and functions within the Centre
  • On a regular and continuous basis, exercises administrative judgment and assumes responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service
  • Authority to spend up to CHF 1’000 within the budget.

General management

The Guest Services Director is part of the Senior Management Team within the Centre, together with the Director and four other Deputy Directors: Internal Services Director, Staff Development Director, 2023 Project Director and Programme Director.

Line manager

The line manager for this position is the Director. The Guest Services Director has regular meetings with the line manager to cover operational matters, and also has regular one-on-one appraisals.

Team management

The Guest Services Director will have regular contact with other members of the Senior Management Team and Long-Term Staff team and it is essential to build a good working relationship and honest communication with them.

Staff management at KISC

KISC gathers a staff team of 20-100 young multicultural volunteer Scouts. Showing open-minded and understanding attitude towards cultural differences and diversity are key traits of every member of the Staff team.

The KISC Staff team ("the Pinkies") represent the values of the World Scout Centre in their every day actions, attitude to work, willingness to develop themselves as individuals and showcase care for each other as a team.​​

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Insurance

  • Accident Insurance (provided by the Centre): Everyone is insured for accidents, both work and non-work related over the duration of the contract.
  • Private Liability Insurance (provided by the Centre): This insurance covers any damage caused by any staff to an object or person.
  • Sickness Insurance (provided by the Centre): All LTS will get private sickness insurance if necessary. The deductible (amount each LTS has to cover per calendar year themselves) is, if nothing else mentioned, CHF 300.-. This insurance covers any treatment due to sickness.
  • Social Insurance according to the Swiss Law (provided by the Centre): Every LTS must have Social Insurance according to the Swiss regulations. This includes invalidity insurance, maternity leave and old-age and survivors' insurance (OASI). More information will be given during training.

Benefits

  • A room in one of the shared flats in Kandersteg or in the KISC owned building - Kanderlodge, or a private apartment
  • Meals provided by the Centre or pocket money allowance for food during low season
  • 2 days off per week and 20 days of holidays per year
  • Pocket money starting from 1000 CHF per month       
  • A Swiss Pass (discount card for transportation in Switzerland)
  • Management and leadership training
  • Administration of work permits
  • Other benefits as detailed here on our website

Visa

  • Citizens of EU/EFTA countries do not need a visa, and the Centre secures the necessary work permit.
  • For citizens of non EU/EFTA countries we would need to apply for a working VISA for you to be able to work at KISC. Assuming you are suitable for the role and fulfil specific requirements set by the Swiss authorities, there is a possibility to get a visa for a longer contract.
  • The employment is dependent on securing the necessary special permission from the Swiss authorities.

Testimonials

Adriana

Romania
Guest Services Director
As the Guest Services Director, I had one job only: making sure all the thousands of guests visiting KISC each year have a fantastic time and receive the best service possible. However, I was not alone; I was overseeing four different teams throughout the year to ensure excellent service to everyone coming to live BP’s dream. On top of that, I got to plan and apply different ways of instilling hostmanship in all staff members at the Centre, through training and coaching. It was, therefore, inevitable that I further developed my leadership and management skills, my priority setting, as well as my ability to multitask. Furthermore, I learned a lot about event management. I also got to talk to hundreds of guests, learned to receive both positive and constructive feedback, a definite boost to anyone’s communication skills. Being a deputy director came with some extra responsibility, and that implies to look further than just the next season and come up with strategies that will benefit KISC for years to come while making sure all decisions are financially sound. Together with the other 4 SMT, I got to plan and run the daily and long-term operations of the Centre. So if you have an eye for details, thrive on seeing happy guests, and you feel challenged by a fast-paced environment this might be the job for you!