GUEST EXPERIENCE SUPERVISOR-TERRAMOR

This position is for May-October 2025. Seasonal employee housing on site is available.

ABOUT TERRAMOR OUTDOOR RESORTS
 
Terramor Outdoor Resorts is the newest business venture of Kampgrounds of America, Inc. (KOA). KOA is the world’s largest network of privately owned campgrounds and the leader in outdoor hospitality. KOA has 525+ locations across the United States and Canada, including franchised and company-owned properties. Founded in 1962, the mission of KOA is “connecting people to the outdoors and each other,” and those who represent the brand share the values of being family-oriented, passionate, entrepreneurial, customer-focused, and progressive.
 
Terramor Outdoor Resorts (Terramor) is a brand offering luxury outdoor hospitality. The resort has high-end accommodations of canvas and hard-sided tents, a lodge with food and beverage, onsite nature trails and a pool and hot tub. Currently, there is one open and operating Terramor located in Bar Harbor, Maine, however KOA is building multiple new resorts across North America.

REPORTS TO

General Manager and Assistant General Manager

POSITION SUMMARY

The Guest Experience Manager will work closely with the Assistant General Manager (AGM) in overseeing daily operations of the campground, ensuring employee productivity and providing all guests with quality service prior to and throughout their stay. Tasks may include assistance with staffing, inventory management, safety, guest services, front desk, store and recreation. The Guest Experience Manager needs to be people oriented, have excellent communication and conflict resolution skills, and strong time management. This leadership role is responsible for delivering KOA’s Culture, Mission, Vision, and Values.

SPECIFIC DUTIES

• Efficient operation of the campground by supervising and supporting Guest Services to include Front Desk, Store, Recreation and Night hosts teams. 
• Communicate and correct deficiencies in these departments by collaborating with departmental supervisors and AGM.
• Provide great customer service while improving guest satisfaction and raising the net promoter score through training of staff and maintaining of the property.

• Ensure all accounting functions at the campground are following OAK procedures including correct and accurate cash handling.
• Prepare reports as required, relating to procedures, efficiency, scheduling, attendance, etc.
• Coordinate with AGM and department heads to stay up to date with changes, issues, and improvements.
• Develop effective conflict resolution and critical thinking skills.
• Prioritize tasks based upon importance and urgency with conscious planning and thoughtful decision making.

• Comfortable in high-pressure and fast paced situations while maintaining composure and objectivity.
• Maintain property by following the quality assurance manual.
• Function as Manager on Duty in the absence of GM and AGM.

• Foster a work environment that maximizes employee involvement, morale and is dedicated to delivering KOAs Culture, Mission, Values and Goals.
• Monitor and implement the department safety program which ensures that all OAK employees work in a safe and hazard free environment that complies with various local, state, and federal safety requirements.

Note that this job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

EXPECTED RESULTS

• Demonstrates strong leadership skills.
• Meet property’s target for guest satisfaction through Guest Satisfaction Surveys and Net Promoter Scores.
• Meet property’s target for employee engagement & experience metrics through organizational Employee Experience & Engagement Survey scores and employee feedback.
• Precise control and adherence to KOA policies of all generated cash.
• Contributes to organization success by building competent and diverse teams with a focus on development.
• Model accountability to KOA’s Culture.
• Meet Quality Assurance standards and goals.

JOB QUALIFICATIONS

• High School diploma or equivalent
• Proven experience in a Customer Service supervisory role
• Hear and speak the English language fluently
• Strong decision-making ability
• Proficient Computer Skills
• Ability to work nights, weekends and holidays
• Excellent communication, collaboration, and delegation skills with ability to manage confrontation
• Ability to motivate, lead and develop a diverse team
• Strong working knowledge of operational procedures
• Valid driver’s license

PHYSICAL REQUIREMENTS

• Ability to stand for long periods of time.
• Must be able to lift to 50 pounds, lift and carry 25 pounds occasionally and 10 pounds regularly.

• Ability to bend, stoop, kneel, crouch, climb and move safely over uneven terrain.
• Able to work inside and outdoors and in various climates.

Kampgrounds Of America, INC. is an Equal Opportunity Employer and strives to provide an environment where all employees and applicants are treated with respect. The company is committed to fair treatment of all persons. This value ensures employees and candidates are treated equally and are protected from discrimination or harassment of any kind. All employment decisions shall be made without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors, or any other protected status.