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Guest Engagement Associate

Position Mission

To support the Guest Services Manager in marketing and guest engagement for the purpose of empowering churches to transform lives through exceptional retreat experiences.

Core Competencies

Spiritual Foundation

  • Demonstrates a growing relationship with Jesus Christ, evidenced by love for God and love for others.
  • Called and committed to serving in a Christian hospitality ministry environment.

Interpersonal Skills

  • Warm and welcoming personality with genuine enthusiasm for greeting and interacting with new people.
  • Exceptional listening and communication abilities.
  • Enjoy interacting with guests and helping them get the most out of their retreat.
  • Skilled at understanding group leaders' needs and clearly communicating procedures and information.
  • Professional phone manner with ability to represent the organization with excellence.

Organizational and Technical Skills

  • Highly detail-oriented with ability to manage multiple group bookings simultaneously.
  • Proficient in marketing communications and digital platforms.
  • Experience working with diverse groups from various cultural backgrounds, language abilities, and traditions.
  • Ability to take and edit quality pictures and videos.

Primary Responsibilities

Guest Relations and Reservations (50%)

  • Answer phones for incoming calls and inquiries when Guest Services Manager is off.
  • Answer booking inquiries with accuracy, timeliness, and professionalism.
  • Help to maintain detailed records of all reservations and ensure timely compliance with documentation, payments, and deposits.
  • Follow up with groups to ensure satisfaction and address any concerns.
  • Compute and distribute guest evaluation feedback.

Marketing and Communications (50%)

  • Develop and execute the annual marketing and communications plan in collaboration with the Executive Director and Guest Services Manager.
  • Manage social media presence across all platforms (posting schedule, content creation, community engagement)
  • Create promotional materials and campaigns to reach target audiences.
  • Maintain and regularly update website content to reflect current offerings and seasonal programs.
  • Track and analyze marketing metrics and adjust strategies for improved results.
  • Engage with guests during events to get pictures and videos to be used for social media and marketing.

 

Qualifications

Required

  • Bachelor’s degree is marketing, communications, hospitality, or related field, or equivalent work experience.
  • 1-3 years of experience in marketing, guest services, or related field.
  • Proficiency in social media platforms and digital marketing tools.
  • Strong written and verbal communication skills.
  • Ability to work independently or collaboratively in a small team environment.

Preferred

  • Experience in Christian ministry or retreat center environment.
  • Experience with reservation management systems.
  • Graphic design skills (Canva, Adobe Creative Suite).
  • Photography and basic video editing capabilities.

 

Working Relationships

The Guest Engagement Associate reports to the Guest Services Manager, and works closely with Guest Services Staff, and occasionally with the Executive Director.

Success Metrics

  • Guest satisfaction scores and positive feedback.
  • Booking conversion rates and occupancy levels.
  • Effectiveness of marketing campaigns and audience reach.
  • Repeat bookings and referrals from satisfied groups.
  • Community engagement on social media.