Guest Services Host at NORTHBAY LLC – North East, Maryland

About Company:

“Challenge people through transformative educational and retreat experiences to realize their attitudes and actions have a lasting impact on their lives, communities, and the environment.”

Founded in 2005 on the shores of the Chesapeake Bay, NorthBay is a 501(c)(3) nonprofit organization that creates transformative experiences that help people grow and lead with purpose. Each year, we serve over 20,000 middle school students through overnight and in-school environmental education and character development programs and have reached more than 300,000 students across the Mid-Atlantic. Through our rentals program, we also welcome thousands of organizations annually, expanding our impact through retreats and community-building.

About the Role:

The Guest Services Host plays a pivotal role in creating a welcoming and positive experience for all guests visiting our establishment. This position is responsible for managing guest interactions with professionalism, warmth, and efficiency, ensuring that each visitor feels valued and attended to. The Guest Services Host will coordinate seating arrangements, manage waitlists, and provide accurate information about services and amenities. By anticipating guest needs and resolving any concerns promptly, the host helps maintain high customer satisfaction and supports the overall reputation of the business. This role requires excellent communication skills and a friendly demeanor to foster a hospitable environment that encourages repeat visits.

Position Summary:

To serve as weekend & summer host for rental groups on a rotating basis. Daily opening and closing procedures, attend to the guests' needs, meals, adventure activities and program events.This individual will also be largely responsible for guest-oriented duties of the department and general care of the property.

Essential Duties and Responsibilities:

• Act as a liaison between the property operation and the user groups of the facility. (Must be able to
• coordinate interdepartmentally with issues involving housing, snack bar, store, meals, adventure,
• waterfront, maintenance issues...etc.)
• Assist weekend/summer program directors with program needs and recreation equipment, (e.g., gym
• equipment, sound systems, program set-up.)
• Applicant must possess the ability to work with people and build trusting relationships even though those
• relationships may be transient in nature
• Assist in hospitality, recreation and program areas as needed, such as pools, game room, adventure
• activities and waterfront
• Must be trained to have a working knowledge of audio/visual equipment
• Conduct orientation trainings with kitchen work crews
• Respond, assist and coordinate camp response to emergencies
• Respond, assist and coordinate any facilities/grounds problems and/or emergencies
• Complete other tasks and projects as assigned by the Guest Services Coordinator
• Other duties as assigned

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in a customer service or hospitality role.
• Strong verbal communication skills.
• Ability to stand for extended periods and manage a fast-paced environment.
• Basic computer skills for managing reservations and guest information.
• Demonstrated ability to work independently and as a team member
• Experience working with volunteers desired
• A high comfort level in working closely with youth

Preferred Qualifications

• Experience working in a restaurant, hotel, or similar guest-facing environment.
• Familiarity with reservation and point-of-sale software systems.
• Multilingual abilities to assist a diverse guest population.
• Conflict resolution and problem-solving skills.
• Certification in hospitality or customer service training programs.

Education:

High school diploma or GED equivalent minimum required.

Supervisory Responsibilities: None

Language Skills

Strong communication skills required, both verbal and written.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision: abilities required by this job include close vision, distance vision and ability to adjust focus.

The job functions of this position requires that you will be in the outdoors in all-weather including but not limited to rain, snow sleet, high wind, cold, heat, and may be exposed to biting and/or stinging insects to include but not limited to ticks, chiggers, mosquitoes, flies and bees. Extensive walking and standing is required of this position.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Skills:

The Guest Services Host utilizes strong communication skills daily to engage with guests, ensuring their questions and needs are addressed clearly and courteously. Organizational skills are essential for managing reservations, seating charts, and coordinating with team members to maintain smooth operations. Problem-solving abilities help the host to quickly and effectively resolve any guest concerns or conflicts that arise. Familiarity with technology, such as reservation software, supports efficient handling of bookings and guest data. Additionally, interpersonal skills foster a warm and inviting atmosphere, encouraging positive guest interactions and repeat business.