Location: Tehachapi, California

Woodward West, located in sunny southern California, is a world-class action sports destination and camp. Our employee experience and culture are derived from our main product: FUN. We work, progress, and play in a world of innovative environments. If this sounds like what you are looking for, we'd love to hear from you!

As the Guest Service Supervisor, you will support all aspects of the guest experience. With an eye for excellence, this role will engage, empower and motivate the guest services team to support and grow relationships, solve problems and provide important information. Your leadership will guide staff through a safe, fun, engaging, and memorable Woodward experience. This position will assist with the follow-up with prospective guests. This includes taking qualified leads from our marketing team and resourcing appropriately to reach out and convert into sales. The Guest Service Supervisor will work well with a team and independently, be able to multi-task and meet deadlines, be detail oriented, be flexible and have excellent communication. This role is critical to achieving an unparalleled experience for staff and guests alike. 

Ultimately, the Guest Services Supervisor should be knowledgeable of guest services, office procedures and be willing to evolve and adapt with the needs of the business. Establish a culture of consistency and excellence to ensure a positive Guest Experience within the Guest Services department. 

What’s in it for you?  

Proposed hourly rate 19.00 actual pay will be adjusted based on experience. 

Daily meals available.

A work culture based on fun and progression 

Full access to our world-class facilities.  

Work and play in the same innovative environments as professional and Olympic athletes. 

Enough free time to enjoy the Woodward lifestyle. 

Retail Discounts on Apparel and Equipment 

Complimentary access to most POWDR owned resorts! 

Essential Duties and Responsibilities  

Staffing Supervision 

The Guest Services Supervisor will excel at giving support and communicating to office staff the importance of utilizing tools that allow them to be efficient and ensure procedures and tasks are executed with attention to detail.   

Maintain a positive office environment for guest service staff, camp staff, and guests   

Assist with ongoing training, support and troubleshooting in a timely manner to allow staff to progress in their task.  

Service Excellence 

Guide and support all established guest service standards, SOPs and SLAs. 

Support various areas of the customer relationship to drive positive NPS movement and loyalty. Work with other departments to improve the guest experience. 

Gather and communicate trends on customer sentiments and feedback to support operational improvements and innovation.  

Ensure the team maintains a professional and clean appearance of the guest service areas creating a calm and welcoming environment.   

Effectively lead a team of office staff to accomplish all assigned duties. Drive empowerment, accountability and learning so the team continues to grow and work towards excellence.    

Establish clear deadlines and targets. Set, manage and reinforce expectations around performance and behaviors.   

Provide support for escalated guest service inquiries. 

Manage the operational efficiency and use of camp registration software system in collaboration with the Director of Business Administration.   

Will support event season in retail and guest check in. 

Sales & Outreach 

Support all sales program and channel efforts through proactive and ongoing follow up with all generated leads. Ensure follow-up efforts are conducted in a timely fashion with appropriate tactics to drive towards conversion goals. 

Support sales channels by logging calls, status and applicable details in software programs. 

Attends and engages in all sales and leadership training, workshops and coaching provided. 

Other duties as assigned based on business needs. 

Woodward believes that diverse backgrounds and perspectives can have a positive impact in this role. Here are some of the attributes that can help this position be successful: 

Personal Attributes  

Be punctual and prepared to greet and serve guests in a cordial, professional manner with a smile and positive attitude.    

Staff should dress neatly, modestly in a professional manner, appropriate for the daily duties and in compliance with health and safety standards.    

Well-spoken and articulate over the phone, through written contact and in person.    

Ability to remain calm under pressure and meet deadlines.    

Ability to work in a fast-paced environment with moderate supervision, agile and able to pivot  

Exhibits initiative, responsibility and accountability.    

Strong attention to detail.    

Comfortable handling confidential information.    

Successful working in an independent and team environment.    

Ability to develop strong relationships with diverse groups of people.    

Be committed to efficient and responsible use of resources for the long-term viability of the business and planet. 

Must be comfortable working in an indoor and outdoor all-season environment.     

Preferred Experience/Special Skills  

2+ years Customer service experience    

Strong interpersonal skills. Able to interact effectively with individuals at all levels of the organization.    

Ability to implement ideas.    

Working knowledge of Microsoft Suite, comfortable presenting and deploying new technologies     

Ability to project manage and prioritize multiple tasks at the same time   

Strong interpersonal skills. Able to interact effectively with individuals at all levels of the organization.    

Is creative. Can conceptualize ideas. Can think "outside the box". Has the ability to implement ideas.    

Proven ability to collaborate well across functions and departments, to work as part of a team.   

Dedicated to being prompt and timely    

Physical Capabilities: bend, twist, push, pull, stand, lift 25lbs.    

Supervisory Responsibilities  

+/- 5 Employees  

Employment Requirements

California Mandated Reporter Certification    

Must be comfortable working in an indoor and outdoor all-season environment.     

As a requirement of this position, pre-hire criminal history clearances are collected, FBI/DOJ fingerprint and background screening.  

Work related references upon request 

You make us Woodward. We are a welcoming community that celebrates individual stories, backgrounds, experiences, and identities where we all have "different" in common.  We believe in the strength of representing all voices and having space for everyone. We believe in pushing boundaries and bringing our authentic selves to work while embracing uniqueness, creativity, and different points of view.  Even if you don't think you meet all the qualifications listed for a job, we'd love to hear from you.

If you need assistance with your application, please reach out to hr@woodwardcamp.com