Guest Services, Management, Booking
Duration
36 months
Start Date
November 2020
End Date
December 2023
Open for applications from
April 2020
Closed position
The Guest Services Director (also called Deputy Director for Guest Services and GSD) is a member of the Senior Management Team of the Centre. As Deputy Director for Guest Services, they are directly responsible for the management of the work areas linked to the Guests’ stay at the Centre—Reception, Catering, House, and Campsite. The responsibilities also include managing and training Long Term Staff in the Guest Services teams. The GSD helps with setting the operational goals for the Centre, and assists with executing the strategic development goals, in both the short and long-term, as set out by the KISC General Assembly and KISC Association Committee. If you are interested in managing a group of international volunteers and guiding them in offering excellent guest service and want to get an insight on how to lead and manage an organisation, we look forward to your application.
  • 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

  • Ability to work within an international team of volunteers
  • Ability to motivate and lead a team of volunteers
  • Affinity for customer service and guest contact
  • Ability to work well under pressure and within strict timelines
  • Ability to simultaneously manage several areas
  • Computer literacy, proficiency with Microsoft Office Applications
  • Holds a driver’s licence
  • Willingness to work according to a flexible schedule
  • Leadership & Management skills such as self-organisation, self-motivation, stress resistance, work planning, budgeting and financial control, interpersonal skills

Desirable

  • Has previously been a member of staff at KISC
  • Experience in people management
  • Certification and experience in administration and/or management
  • Certification and experience in Hospitality
  • Experience related to budgeting and basic financial management
  • Experience in Event Management (seminar and conference organisation)
  • Ability to communicate in German

 

Main tasks

  • Ensure a high standard of guest service at all times
  • Oversee the development, marketing and safe running of the Guest Services areas
  • Manage the operational activities of the Guest Services areas including staffing, work plans, budgets, investments and financial goals
  • Supervise the Reception Manager, Reception Assistants, Front Office Assistant, House Manager, House Assistants, Hygiene Supervisor, Catering Manager, Catering Assistants, Catering Assistant and Administration, Campsite Manager and Campsite Assistants
  • Supervise the Shop Manager, depending on operational matters
  • Coordinate the preparation of statements, reports and special analyses on guests staying at the Centre
  • Maintain a continuous information flow with staff members and guests
  • Assist in all work related to the KISC Association Committee, KISC Association Steering Committee and KISC Foundation Board meetings and the General Assembly
  • Assist in the relation management of suppliers, contracted companies and partners in the area of the Guest Services Department and for the Centre in general
  • Coordinate special events planning
  • Deal with guest complaints & compliments
  • Deputise for the Director in their absence

Other responsibilities

  • Deal with any guest enquiries relating to the Centre
  • Run and develop staff training
  • Assist in other areas of the Centre where necessary
  • Involvement in the execution of the Centre’s Operational Plan
  • 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 three other Deputy Directors: Internal Services Director, Staff Development 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 building a good working relationship and honest communication with them.

Staff management

The Guest Services Director manages and supervises the House, Catering, Reception, and Campsite staff and other staff working on guest services projects.

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 on 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 basic flat in the Kandersteg village
  • All meals at the Centre, both while at work and on days off
  • 2 days off per week and 20 days of holidays
  • A Swiss Pass (discount card for transportation in Switzerland)
  • Management and leadership training
  • Administration of work permits
  • Other benefits

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 who have not been Staff at KISC before, we can apply for a 4-month visa, for 4-month contracts. The applicant needs to be under 35 years old for the whole duration of the contract.
  • For citizens of non EU/EFTA countries who have been Short Term or Long Term Staff at KISC before, there is usually a very low probability of getting another visa. If the non EU/EFTA applicant is suitable for the role and fulfils 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

Guest Services Director

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!