Guest Liaison

Position Summary

The Guest Liaison is the public-facing, communication arm of the Guest Services department at JAARS, Inc. This individual is responsible for standing in the gap to provide a positive experience for all who visit JAARS Base in Waxhaw, NC.

Position Responsibilities

• Works with the Director of Guest Services to manage the experiences of visitors, guests, and tenants at the JAARS base.
• Serves as the primary point of contact for guests with detailed inquiries about a visit to JAARS, answering questions and routing requests to the appropriate staff.
• Creates bridges of communication between the guest services department and other departments at JAARS.
• Manages a team of volunteer greeters who serve as receptionists.
• Organizes departmental files and dashboards, ensuring internal staff have access to media assets, updated policies, and other key information.
• Ensures adherence to communication and branding guidelines established by the marketing department.
• Trains users/volunteers in various software system functionalities and provides ongoing training as new system customization is implemented.
• Researches system issues and heads problem-solving initiatives with Guest Service processes.
• Handles the onboarding/offboarding/managing of tenant relationships.
• Other responsibilities may include; planning meetings, creating project plans, assigning tasks and tracking progress, deadlines, budget, and success metrics, making travel arrangements, tracking inventory, ordering equipment and office supplies, submitting purchase requests and expense reports, etc.

Position Requirements

• A deep and growing walk with the Lord Jesus that includes your personal spiritual growth and the ability to support others in their spiritual growth.
• Embrace the vision, mission, and core values of JAARS.
• Experience in customer service and/or hospitality management.
• Proficient in written and oral communication.
• Able to develop and maintain a culture of positive guest relations.
• Excellent interpersonal skills.
• Interacts positively and collaborates as a member or leader of a team.
• Well-organized and detail-oriented with the ability to independently develop approaches to complex systems, process redesign and analyze problems.
• Must be a self-starter, able to work independently, and capable of managing multiple responsibilities.

Preferred

• Bachelor’s degree in hospitality management or a related field.
• Previous experience with property management software.
• Experience using Lightspeed or an equivalent point-of-sale software.
• Experience using SalesForce and NetSuite.
• Software experience in Google Workspace (including Docs, Forms, Calendar, Chat, Meet, Sheets, and Drive).