Reception Manager
Role detail
The Reception Manager takes responsibility for the Centre’s bookings leading the Reception team. You will work closely with the Guest Services Director in the development and running of the Centre’s guest service-related aspects. If you enjoy the idea of communicating with guests from around the world, creating their reservations and serving them throughout their stay at KISC, we look forward to your application!
Requirements
- Needs to be at least 21 years old
- Is a member of an Association recognised by WOSM/WAGGGS
- Communicates in a high level of written and spoken English
Skills & Qualifications
Essential
- Ability to work within an international team of volunteers
- Ability to motivate and lead a team of volunteers
- Ability to work well under pressure and within strict timelines
- Demonstrated professional, disciplined and efficient approach to work and planning
- Affinity for customer service and guest contact
- Computer literacy, proficiency with Microsoft Office Applications
- Comfortable dealing with large sums of money
- Willingness to work according to a flexible schedule
Desirable
- Has previously been a member of the staff team at KISC
- Has experienced a Summer season at KISC in the last 5 years
- Certification and experience in customer service, administration and/or management
- Experience in handling customer feedback and complaints
- Ability to communicate in German
- Holds a driver’s licence
Main tasks
- Ensure a high quality of guest service at all times
- Manage guest correspondence in an effective manner prior to, during, and after guests’ stay
- Ensure the accuracy of all bookings at the Centre
- Work with KISC reservation software on an advanced level
- Development and troubleshooting of ASSD (the software used to manage bookings)
- Deal with any and all queries received in the Reception: over the counter, by phone or by email
- Manage guest feedback, including collection and resulting actions as required
- Assist in the management of large groups (over ~150 people) and special group bookings, and key guest group relationships (excluding programme side of bookings)
- Take a lead role in special guest events at KISC
- Manage guest feedback, including collection and sharing with relevant Senior Leadership Team members
- Supervise the daily work of the Reception Assistants
- Share the lead (with the Assistant Programme Director) of the Reception daily work
- Deputise for the Guest Services Director when they are away from the Centre
- Plan and deliver staff training to improve Guest Service at KISC
- Control the Reception money procedures, including the counting of the tills
Other responsibilities
- Support the Guest Services Director in other aspects of their work as required
- Assist in other areas of the Centre where necessary
- Involved in the execution of the Centre’s Operational Plan
- Work and communicate effectively with all staff and guests
Management
General
The position works closely with the Guest Services Director. This person is a part of the Reception team at KISC within the greater Guest Services team. In addition to the Reception Manager, the Reception team consists of a team of Reception Assistants.
Line manager
The line manager for this position is the Guest Services Director. The Reception Manager has weekly meetings with the line manager and the Reception team to cover operational matters, and also has regular one-on-one appraisals.
Team management
The Reception Manager oversees the daily and long-term operations of the Reception team. The Reception Manager also assists the Guest Services Director in the management of the guest services areas, deputising for them during their absence from the Centre.
The Reception Manager will have regular contact with other members of the Long Term Staff team and it is essential to building a good working relationship and honest communication with them.
Staff management
Together with the Assistant Programme Director, the Reception Manager takes a lead role in the daily operation of the Reception Office (Delivering Programme & Reception).
Practical information
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 the 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
- All meals at the Centre, both while at work and on days off
- 2 days off per week and 20 days of holidays
- Pocket money starting from 500 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
Important information
Visa
- Citizens of EU/EFTA countries do not need a visa, and the Centre secures the necessary work permit.
- It is unfortunately not possible to secure a visa for this role in 2022.
- The employment is dependent on securing the necessary special permission from the Swiss authorities.
