Camp Office Lead

Woodward PA, located in the rolling hills of central Pennsylvania, is a world-class action sports destination and camp. Our employee experience and culture are derived from our main product: FUN. We work, progress, and play in a world of innovative environments. If this sounds like what you are looking for, we'd love to hear from you! JOB SUMMARY   The Camp Office Lead i s a full-time, year-round position that serves as the day-to-day leader of the Camp Office and is responsible for ensuring exceptional service delivery to campers, parents, visitors, and staff. This role provides operational oversight of front office functions, supports and develops Camp Office team members, and ensures a consistent, efficient, and welcoming guest experience.   The Camp Office Lead acts as the primary resource for frontline office staff, handling routine escalations, operational challenges, and guest concerns while partnering closely with the Senior Manager, Guest Experience to achieve departmental goals. This position plays a critical role in maintaining service standards, improving operational processes, supporting registration and guest communications, and fostering a culture of hospitality, accountability, and continuous improvement. Reports to the Senior Manager, Guest Experience   WHAT'S IN IT FOR YOU?   $14.00 per hour  Access to our world-class facilities. You will work and play in the same innovative environments as professional and Olympic athletes.  Discounts on food, retail and gear.   Career Development and growth opportunities here and at our facilities across the globe.  A connection with people who share the same passions and embrace each other’s unique and individual styles.   ESSENTIAL DUTIES AND RESPONSIBILITIES   Leadership Responsibilities   Lead the daily operations of the Camp Office and Guest Services team.   Provide coaching, guidance, and support to Camp Office Support staff and seasonal team members.   Train and onboard new team members on systems, procedures, and guest service standards.   Ensure consistent execution of office operations and guest service expectations.   Monitor team performance and identify opportunities for development and improvement.   Promote accountability, professionalism, and a guest-first culture.   Exercise sound judgment in recognizing when guest service concerns, team needs, or operational matters should be escalated to the Senior Manager, Guest Experience.   Communicate staffing needs, process improvements, and guest feedback to the Senior Manager, Guest Experience.   Support departmental initiatives focused on guest satisfaction, operational excellence, and team development.   Foster a positive, energetic, and solutions-oriented team culture.   Act as the department lead for routine operational matters when the Senior Manager, Guest Experience is unavailable.   Guest Experience & Escalation Management   Deliver exceptional customer service in person, over the phone, and through email communications.   Act as the first escalation point for guest concerns, registration issues, and operational challenges.   Resolve routine guest concerns independently while maintaining a positive guest experience.   Escalate complex guest concerns, safety matters, policy exceptions, refund requests, and reputational risks to the Senior Manager, Guest Experience.   Build and maintain strong relationships with campers, parents, and guests to drive satisfaction and retention.   Support camper arrivals, departures, temporary leaves, and transportation logistics.   Facilitate camper communication with families when necessary.   Welcome guests by ensuring completion of required documentation, issuing credentials, and providing orientation information.   Registration & Administrative Operations   Review and maintain accurate guest registration records.   Monitor balances due, required forms, transportation reservations, roommate requests, and store account information.   Assist families with registration processes and online account support.   Maintain detailed records of guest interactions and follow-up activities.   Coordinate camper and staff mail and package distribution.   Support reporting, audits, and departmental projects.   Maintain accurate information within CircuiTree and other business systems.   Cross-Department Collaboration   Partner with Operations, Security, Housing, Transportation, Programs, and Food Service teams to support the overall guest experience.   Coordinate communication regarding guest needs and operational challenges.   Support arrival days, departure days, special events, and parent programs.   Assist with implementing guest experience initiatives established by departmental leadership.   Represent Woodward professionally in all interactions with guests, families, and staff.   Operational Excellence   Ensure office procedures and service standards are consistently followed.   Identify opportunities to improve efficiency and guest satisfaction.   Assist with documenting and maintaining departmental standard operating procedures.   Maintain confidentiality and professionalism in all interactions.   Ensure the Camp Office remains organized, welcoming, and guest-ready.   Support a culture of consistency, accountability, and operational excellence throughout the department.   Other duties as assigned  KEY SKILLS AND COMPETENCIES   Excellent verbal and written communication skills   Strong leadership and team development skills   Exceptional customer service and conflict resolution abilities   Excellent verbal and written communication skills   Strong organizational and problem-solving abilities   Ability to prioritize and manage multiple responsibilities simultaneously   High attention to detail   Ability to remain calm under pressure   Positive attitude with a solutions-oriented mindset   Ability to work independently and collaboratively   Strong proficie