Guest Services & Group Sales Coordinator

OVERVIEW
The Guest Services & Group Sales Coordinator plays a key role in delivering an exceptional guest experience while driving group reservations and business growth at Springmaid Mountain. This position manages front desk and reservation operations, develops group sales opportunities, coordinates group stays and events, and builds relationships with customers and community partners. The Coordinator also supports day-to-day property operations and collaborates with internal departments to ensure a welcoming, organized, and memorable experience for all guests.

KEY FUNCTIONS

Guest Services & Front Desk Operations

• Greeting guests warmly and providing exceptional customer service throughout their stay.
• Book, modify, and manage lodging, camping, activity, and event reservations.
• Answer telephone calls, emails, text messages, and guest inquiries professionally and promptly.
• Schedule guest activities, including horseback riding and other available recreational offerings.
• Provide knowledgeable recommendations regarding local attractions, restaurants, events, and outdoor activities.
• Process payments, handle cash and credit card transactions, and promote merchandise, rentals, and additional guest services.
• Assist with resolving guest concerns and communicating issues requiring management attention.
• Provide guidance and support to Guest Services Agents, including assistance with training and maintaining consistent service standards.

Group Sales & Business Development

• Actively identify, pursue, and develop new group business opportunities for lodging, camping, retreats, reunions, weddings, corporate gatherings, and other special events.
• Respond promptly to group and event inquiries, providing information regarding accommodation, facilities, activities, pricing, and availability.
• Prepare group proposals, pricing information, reservation agreements, and follow-up communications.
• Maintain relationships with prospective and existing group customers to encourage repeat bookings and referrals.
• Conduct property tours for prospective groups and event organizers as needed.
• Identify opportunities to increase revenue through lodging packages, recreational activities, facility rentals, and additional services.
• Maintain organized records of group inquiries, proposals, confirmed bookings, and follow-up activities.
• Work with management to develop and implement strategies to increase group reservations and event bookings.

Event Planning & Coordination

• Serve as a primary point of contact for assigned group reservations and events from initial inquiry through completion.
• Coordinate event details, including facility requirements, lodging arrangements, activity schedules, special requests, and guest needs.
• Communicate event requirements to housekeeping, maintenance, equestrian operations, and other appropriate departments.
• Assist with event setup coordination, scheduling, and logistical arrangements.
• Ensure group leaders and event organizers receive timely information before arrival.
• Follow up with group customers after their stay or event to gather feedback and encourage future reservations.

Community Partnerships & Guest Experience

• Identify and develop relationships with local businesses, organizations, attractions, and tourism partners.
• Explore opportunities for partnerships and guest packages involving golf, trout fishing, planetarium programs, restaurants, and other regional attractions.
• Promote Springmaid Mountain as a destination for group retreats, special events, and outdoor recreation.
• Assist with promotional activities and outreach efforts designed to generate additional business.

Reservation Systems & Online Booking Platforms

• Manage third-party booking platforms, including Booking.com, Expedia, VRBO, Airbnb, and other applicable platforms.
• Maintain accurate listings, availability, rates, reservations, and guest information.
• Monitor reservation activity and communicate booking issues or opportunities to management.
• Ensure guest and group reservation information is accurately maintained in the property management system.

Administrative & Operational Support

• Coordinate routine vendor services, including trash removal, janitorial services, telecommunications, security, and other property-related services as assigned.
• Assist with supply ordering and communicate maintenance, technology, and operational needs to the appropriate department or vendor.
• Assist with developing and maintaining standard operating procedures, checklists, forms, and property documentation.
• Perform administrative duties, including guest records, invoice entry, reporting, inventory, and data management.
• Maintain a clean, organized, and welcoming front desk and lobby area, including general office cleaning and occasional laundry assistance.
• Perform other duties as assigned.

THE LSC WAY
Our Culture is a top priority. As part of our commitment to culture, we have written several ‘Fundamentals’ called The LSC Way that are traits we value in our daily activities. The fundamentals that are critically important to this position are: 

KNOWLEDGE, SKILLS and ABILITIES

• Deliver Legendary Service
• Be a Fanatic about Response Time
• Pay Attention to the Details
• Do the Right Thing Always
• Take Pride in Our Appearance

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

• Strong customer service, communication, and relationship-building skills.
• Previous experience in hospitality, lodging, resort operations, group sales, event coordination, or a related field.
• Demonstrated ability to generate sales leads, respond to inquiries, and convert prospective customers into confirmed bookings.
• Experience coordinating group reservations, retreats, weddings, meetings, or special events.
• Strong customer service, communication, organizational, and problem-solving skills.
• Experience with reservation management systems and online booking platforms.
• Proficiency with Microsoft Office, email, and general office technology.
• Ability to manage multiple responsibilities while maintaining attention to detail.
• Comfortable communicating with customers, vendors, community partners, and internal departments.
• Ability to work independently and collaboratively in a hospitality environment.
• Willingness to work weekends, holidays, and occasional evenings as business needs require.
• Knowledge of Spruce Pine and surrounding communities, or ability to quickly develop knowledge of local attractions, activities, and services.

REPORTING TO THIS POSITION
No Supervisory Responsibilities 

PHYSICAL REQUIREMENTS
Must be able to exert up to twenty-five pounds of force occasionally and/or a negligible amount of force to lift, carry, push, pull or otherwise move objects when needed. Most work is sedentary; it may be necessary to remain on feet for extended periods of time.

ABOUT US 

Come work with us! At Leroy Springs & Company, we are more than a nonprofit organization. We are a family of brands rooted in nonprofit recreation, with a legacy lasting more than 80 years and a long-held belief that all people should benefit from affordable outdoor recreation, education and wellness opportunities. Today, our portfolio includes the Anne Springs Close Greenway, a 2,100-acre nature preserve; four historic golf courses; Springmaid Mountain Retreat in Spruce Pine, NC; and the FLYERS Afterschool program, which serves all Fort Mill elementary schools.

With a team of over 500 dedicated employees across four counties and two states, we are united by values of excellence, integrity and community. Our culture is built on trust, collaboration and a shared vision for a vibrant future.

Whether you are interested in outdoor seasonal jobs, non-traditional education positions, or a segue into the nonprofit, golf or parks and recreation industries, Leroy Springs & Company offers a place to grow, connect and make a lasting impact.