Guest Services Director
Company: YMCA
Location: Black Mountain
Posted on: July 10, 2025
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Job Description:
YMCA Blue Ridge Assembly is hiring for a full-time, year-round
Guest Services Director Job Description Reporting to the Vice
President of Finance, the Guest Services Director serves as a key
member of the staff team. The Guest Services Director is
responsible for the first impression of guests onsite and for
creating a welcoming environment. This role focuses on maximizing
guest satisfaction, building loyalty, and driving repeat business
through effective leadership, strategic planning, and operational
excellence. The Guest Services Director is responsible for managing
front desk operations, coordinating with other departments,
handling guest inquiries and complaints, and leading and developing
a team of guest service professionals. This position will also
oversee the Mountaintop Café which is a small merchandise and
coffee shop. By working closely with Event Coordinators and other
departments, the GS Director will ensure all guest check-ins are
smooth and efficient and provide feedback on the overall guest
experience. About Us YMCA Blue Ridge Assembly is an IRS-approved
501(c)3 nonprofit organization. Located in Black Mountain, North
Carolina, on 1,200 acres of forested woodland, YMCA Blue Ridge
serves as a leadership and training center for schools, nonprofits,
churches, families and YMCAs throughout North Carolina, the
southeast and beyond. YMCA Blue Ridge is committed to delivering
exceptional experiences and brings almost 30,000 visitors to
Western North Carolina every year. Staff and leadership of YMCA
Blue Ridge utilize the power of place, people and programs to
develop tomorrow’s leaders, strengthen families, provide
transformational hospitality, and create mission-aligned
partnerships. Qualifications Bachelor’s degree in hospitality
management or related field. Minimum of five years of practical
experience in hospitality, communication, customer service,
implementation of processes and procedures, and strong management
abilities. Thorough knowledge of housing and registration
procedures, group contracts, property management systems, word
processing and spreadsheets leading to increased service and
efficiency. Demonstrated ability to manage simultaneous deadlines
while maintaining a steadfast attention to detail. Strong human
relations skills to facilitate positive relationships with group
leaders, guests, peers, and staff. Essential Functions Train and
schedule the Guest Services team. Staff training to include but not
limited to KX Hospitality system, check- in/check- out, KX data
entry, end of day cash up, opening/closing procedures, answering
phone, selling drinks/snacks, recording statistical data,
registrations, billing/invoicing. Oversee housing, deposit
tracking, statistics, retail store, and registration. Ensure
accuracy. Accurately complete and send out group invoices within 5
days of a group’s departure. All invoices for a given month must be
completed by the 5th day of the following month. Ensure accurate
statistical data. Statistics to be completed by the 5th of each
month. Ensure all check-ins are smooth and efficient. Manage and
participate, as needed, in check-in/check-out process. Assist
guests with requests, issues, and complaints with a focus on
positive guest experience. Ensure all items related to groups and
group invoicing are entered into KX Hospitality System. Serve as
liaison between guests and staff for services needed once onsite.
Be available to meet with group leaders. Train and schedule the
retail store staff. Staff training to include but not limited to
operation of the square register, preparing coffee drinks,
preparing ice cream treats, opening/closing procedures, and end of
shift/day cash up. Oversee orders for store merchandise, coffee,
drinks and food items. Ordering process to include receipt of all
orders, entry of store merchandise into Square system, preparing
and attaching price tags. Review and approve all store orders and
set price point for items. Oversee monthly store inventory.
Position will include evenings, weekends, and holidays.
Compensation and Benefits Salary dependent upon qualifications and
experience. Eligible for YMCA Retirement Fund after two years: YMCA
Blue Ridge contributes an amount equal to 12% of gross pay to the
fund at no cost and without any matching requirement. Free meals in
our dining facilities whenever conference groups are being served.
Free family membership to the Y of WNC, after a 90-day review
period. Health insurance, dental, vision, LTD/STD, and life
insurance. Offered after a 90-day review period. Eligible for Paid
Time Off (23 days).
Keywords: YMCA, Rock Hill , Guest Services Director, Hospitality & Tourism , Black Mountain, South Carolina