JOB SUMMARY:

To develop, maintain, and deepen relationships with guest group leaders, ministry partners and other organizations to both increase retention while always providing superior customer service by facilitating outstanding guest experiences through all stages of the event planning process.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Orchestrates all pre-retreat services, which includes communication with group leaders, and acting as the conduit between the guest and all internal departments at Forest Home.
Works closely with the sales team/ministry liaisons to maintain a consistent flow of communication for the group leader, ministry partner or other organization at the beginning of the event planning process.
Walks guests through the entire event planning process with detailing that can include, but is not limited to: meal times, arrival/departure times, check-in/check-out locations, recreational/retail options and schedules, housing details, meeting space locations/layouts, updated guest attendance numbers, deposits/payments, and the coordination and collection of necessary forms (i.e. Liability Insurance, Registration/Medical Consent Forms, Voluntary Disclosure Forms, and Roster Forms).
Actively follows-up with assigned guest group leaders as part of the post-retreat protocol, which includes obtaining feedback on their retreat experience, the collection of any outstanding check-out forms, as well as streamlining their rebooking process for future retreats.
Maintains repeat business and grows customer base by efficiently and effectively communicating with guest group leaders to instill a desire to rebook for future retreats in a prompt, yet professional manner.
Collaborative meetings with operations departments to ensure alignment and the highest quality of services provided to contracted groups as the advocate and active voice of the guest and their perspective.
Coordinates necessary specifics daily with operations departments via phone calls, emails, or other communications methods to effectively prepare for our guest groups.
Creates, revises, and distributes “info sheets” to appropriate departments and facilitates weekly meetings to ensure clear communication about group’s wants and desires.
Ability to anticipate challenges, resolve guest concerns professionally, and collaborate cross-departmentally during high pressure situations.
May assist with on-site retreat support or operational coordination during guest events as needed.
Shares group impact stories and other important information about guest groups with staff meetings in conjunction with the mission, vision, and core values at Forest Home.
Supports department goals related to guest satisfaction scores, retreat retention, and planning accuracy.
Seeks opportunities and proposes new systems/processes to ensure the highest level of efficiency in the event planning process.
Creates and revises reports on an as-need basis.
Actively promote the 4 Trees of Quality Standards
Actively supports and participates in spiritual life activities.
Performs other duties as assigned.

EDUCATION and/or EXPERIENCE REQUIRED:

College degree is a plus
Career experience in ministry, sales, marketing, business, guest relations, or related area
Experience working or serving at Forest Home or other camp
Proven self-starter with successful experience working from a home office with minimal supervision
Strong MSFT office experience (Word, Excel, PowerPoint) with excellent computer and CRM skills
Excellent people skills and ability to develop relationships easily and quickly

QUALIFICATIONS: The requirements listed below are representative of the knowledge, skill, and/or ability required. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Uphold and support the Mission, Vision and Core Values of Forest Home.
Assume responsibility for initiating a pleasant atmosphere by displaying a professional attitude through performance, appearance, and demeanor.
Ability to hear from God and pray for people, both in person and on the phone
Actively supports and participates in the staff spiritual life activities.
Flexibility and willingness to perform a variety of tasks.
Signed statement of faith.
Maintain regular, timely attendance.
Ability to relate to all types of individuals in a gracious manner.
Able to work a flexible schedule that includes weekends.
Be a self-starter.
Excellent people service skills.
Ability to provide service with integrity.
Ability to streamline processes through necessary skill sets.
Ability to manage multiple events, timelines, and competing priorities simultaneously while maintaining exceptional attention to detail.
Good verbal and written communication skills.
Ability to perform high quality work and accomplish assigned projects.
Strong ability to work well in a variety of team environments.
Servant heart and Christ-like attitude.

SUPERVISORY RESPONSIBILITIES: Position DOES NOT have supervisory responsibilities.

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

While performing the duties of this job the employee is regularly required to stand, walk, and sit. Requires mild physical work; some lifting, pushing, or pulling of objects over 20 pounds. Requires visual acuity to read words and numbers and speaking and hearing ability sufficient to communicate in person.

Reasonable efforts are made to accommodate disabilities. This job description will be reviewed periodically as duties and responsibilities change with business necessity.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Work involves moderate exposure to unusual elements such as extreme temperatures, dirt, dust, fumes, smoke, unpleasant odors. The noise level in the work environment is usually moderate but can be loud at times.

FOREST HOME EMPLOYMENT STATEMENT: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. All terms and conditions of employment, duties, and responsibilities are subject to the Forest Home Employee Handbook.

FOREST HOME CORE VALUES

Surrender to Christ (Romans 12:1-2)

Abide with the Lord daily through study of His Word and prayer
Surrender to the Lord daily through obedience to His Word
Worship the Lord with the Forest Home Community
Commit to grow in your faith through regular attendance at a local church
Prioritize God, Family, and Work appropriately
Be prepared to share your testimony with staff or guests
Walk in Biblical purity (1 Timothy 4:12) by rejecting one’s sinful nature

Love (I Corinthians 13)

Display the fruit of the Spirit: love, joy, peace, patience, kindness, goodness, faithfulness, gentleness, self-control (Galatians 5:22)
Be respectful to others
Demonstrate compassion

Serve (Philippians 2:3-11)

Give generously to God and others through time, talent and treasure
Seek to put others’ needs above your own
Demonstrate humility in both spirit and deed
Actively look for ways to serve

Walk in Integrity (Titus 2:11-12, Proverbs 4:23-27)

Show loyalty to others, even when they are not present
Do the right thing, even when others are not present
Extend trust and seek to believe the best in others
Ask for forgiveness quickly when necessary
Be truthful and transparent with others

Strive for Excellence (Colossians 3:23-24)

Demonstrate accountability with time and resources
Request and receive training
Desire to improve, and challenge others to do the same
Commit to exceeding guest expectations
Refuse mediocrity

Engage in Community (I Thessalonians 5:11-13)

Seek first to understand before being understood
Communicate clearly, empathetically and respectfully
Work through conflict Biblically (Matthew 18-15-17)
Participate in intentional and purposeful community activities
Partner with teammates for the goal of unity and team effectiveness
Play and appreciate “campy” fun
Faithfully pray for one another

Innovate (Ephesians 3:20-21)

Dream Big
Proactively seek solutions
Think outside the box
Dream, plan and execute new ideas
Acknowledge and trust that all things are possible through Jesus Christ our Lord (Matthew 19:26)

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