Guest Services Coordinator

Our Chalet, Switzerland

Recruitment Pack

June 2015

│ +44 (0) 20 7794 1181

World Bureau, Olave Centre, 12c Lyndhurst Road, London NW3 5PQ

100 years of experience behind us, 100 year of ambition ahead

Things you might want to know

About WAGGGS

The World Association of Girl Guides and Girl Scouts (WAGGGS) is the largest voluntary movement dedicated to girls and young women in the world. It has Member Organizations in 147 countries, with 10 million Girl Guides and Girl Scouts around the world.

The World Association supports girls and young women to develop confidence and life skills through self- development, challenge and adventure. Girl Guides and Girl Scouts are leaders who speak out on issues important to them, making a difference in their communities both locally and globally.

The World Association and our Member Organizations deliver innovative global education programmes, community action projects and advocacy campaigns. We deliver a well-established and unique values based approach to non-formal learning, which is international and intergenerational.

There are five WAGGGS regions – Africa, Arab, Asia Pacific, Europe and Western Hemisphere and five World Centres: Our Chalet in Switzerland, Sangam in India, Pax Lodge in the UK, Kusafiri in Africa and Our Cabana in Mexico. The World Centres are residential training centres where girls and young women develop skills through international programmes and friendships.

International Girl Guiding and Girl Scouting has been making a difference to the lives of girls and young women for 100 years and in 2012 we celebrated our centenary with a campaign asking people to “imagine more” for girls around the world. .

Vision

All girls and young women are valued and take action to change the world.

Mission

To enable girls and young women to develop their fullest potential, as responsible citizens of the world.

What we are looking for

Our Chalet is situated in a traditional Swiss Alpine Village at 1350 meters altitude. As the oldest of the World Centres, Our Chalet is an international gathering place for members and families, providing opportunities to meet and share experiences. Our Chalet offers accommodation, international volunteering programmes and a wide range of indoor and outdoor programmes.

The main purpose of the Guest Services Coordinator is to assist the Deputy World Centre Manager - Operations to ensure the smooth running of office administration, financial recording and accommodation, seminar, event and tour bookings. In addition they will establish and maintain a friendly and welcoming atmosphere for all guests and visitors.

Our Chalet is looking for a Guest Services Coordinator who is enthusiastic and dedicated to providing high quality guest experience in an international setting. The successful applicantwill have excellent communication skills with the ability to engage with a wide range of people from different backgrounds and cultures. They will have written and spoken fluency in English and a working knowledge of German or a willingness to learn.

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Guest Services Coordinator

Our Chalet, Adelboden, Switzerland

Job Description

Reporting toDeputy World Centre Manager – Operations

Responsible forAny assigned volunteers

Working withProgramme Team, Kitchen Manager, Senior staff and volunteer team

Main Purpose of Job

  • To assist the Deputy World Centre Manager - Operations to ensure the smooth running of office administration, financial recording and accommodation, seminar, event and tour bookings.
  • To assist the Deputy World Centre Manager - Operations to ensure the Our Chalet reception office and shop is managed in line with good practice.
  • To establish and maintain a friendly and welcoming atmosphere for all guests and visitors.
  • To support the WAGGGS Mission and Goals and strategic priorities.

Key Responsibilities

Management

  • Be an active and participative member of the Long Term Staff Team, meeting regularly and ensuring that Our Chalet meets its operational goals.
  • Undertake the ‘Manager on Duty’ role as rostered ensuring the smooth running of Our Chalet on a day to day basis. Serve as First Aider on-site as scheduled.
  • Ensure the Reception Office is adequately staffed during opening hours.

Administration

Bookings and Reservations

  • Prepare, maintain, respond and issue information on staying at Our Chalet to guests and potential guests.
  • Take bookings, prepare and issue the necessary booking contracts and documentation and allocate appropriate rooms.
  • Liaise regularly with the Programme Team, regarding event bookings and enquiries, ensuring accommodation and other needs are met.
  • Respond to enquiries, make bookings and maintain databases regarding day visitors.
  • Respond to and track general correspondence and enquiries from guests and visitors.
  • Ensure bookings, orders and requests are processed to an agreed timescale and in accordance with the guidelines
  • Cover Receptionand provide the highest standards of customer care to all visitors.
  • Provide monthly reporting to the World Centre Manager including administrative areas of work and updating the status on current and future bookings
  • Assist World Centre Manager in liaising with the Friends of Our Chalet groups and keeping information updated as required

Finance

  • Prepare and issue guest bills, track and process deposits and payments
  • Undertake preparation of cash for banking
  • Reconcile monthly income and expenditure through the till and report to bookkeeper
  • Responsible for ensuring adequate levels of petty cash at all times and for ensuring cash and receipt balance
  • Work alongside bookkeeper and World Centre Manager in finance areas of the Centre as appropriate
  • Undertake daily reconciliation of shop income and to assist with inventory count as needed.
  • Ensure adequate levels of stationery at all times and maintain office stock control systems, ordering supplies as necessary and checking incoming deliveries against invoices
  • Assist with maintaining the Archives of Our Chalet and meeting all record storage requirements

Other:

  • Assist with training staff and volunteers in all office and shop procedures, safe use of office equipment and machinery
  • Create monthly and quarterly reports based on data collected from bookings and evaluations
  • Ensure Health and Safety procedures are observed and participate in annual risk assessments
  • Take a full role in the staff rotas providing early morning, evening and weekend cover and to deputise for the Deputy World Centre Manager-Operations as necessary
  • Provide support to staff with issues arising from IT failure and coordinate response with relevant support staff
  • In order to meet the needs of Our Chalet the specific requirements of this position may develop and the post holder is expected to undertake any other training and duties, which may be required

Guest Services Coordinator

Our Chalet, Adelboden, Switzerland

Person Specification

Essential
Qualifications and Experience /
  • A good general education in administration, finance or hospitality fields
  • Experience of working in a front office environment
  • Experience of working in administration
  • Experience of working in a residential setting

Skills and Attitudes /
  • Administrative skills
  • Experience of working with money and finance
  • Ability to communicate effectively at all levels internally and externally (within Our Chalet teams and externally within WAGGGS)
  • Interpersonal skills
  • Communication and customer service skills
  • Integrity and confidentiality
  • Self-initiative and strong motivation
  • Ability to work cooperatively in an international team
  • Flexibility and ability to work under pressure and react quickly and calmly during difficult situations
  • Organization and prioritisation skills
  • Staff supervision and leadership
  • Time management skills
  • Sensitive to the needs of young adults

Knowledge /
  • Intercultural awareness
  • Computer knowledge, experience of Word, Excel and Outlook
  • Understanding of the principles of health and safety in the work environment
  • Understanding of Guiding and Scouting movement

Languages /
  • Fluent in English – written and verbal
  • Knowledge of other languages, especially German

Others /
  • Understanding or willingness to learn operation of a gift shop
  • First Aid qualifications
  • Clean driver’s license
  • Experience driving a manual transmission vehicle

Eligibility
  • This is a post at a residential centre
  • Applicants must already have the right to live and work in Switzerland

Guest Services Coordinator

Terms and Conditions

Hours of Work

The World Centre staff team work on a rota schedule, which covers day, evenings and weekends. Normal working weekis 42 hours and includes up to 55 working hours per week. Flexibility is required of all World Centre staff in order to meet the operational demands of the Centre. WAGGGS does not pay for overtime. Compensatory leave arrangements can be found in the Staff Handbook.

Type of Contract

This is a fixed term contract for two years subject to having/obtaining the permission to work in Switzerland.

Salary

From CHF 21,000 per annum with additional contributions/deductions towards health insurance, pension, some meals and board (where applicable).

Accommodation and Subsistence

The post is residential and residence is a condition of employment. Meals are provided while on duty.

Annual Leave

20 days leave per annum plus 8 public holidays.

Health Insurance

Insurance is provided by Our Chalet and the cost of the insurance will be included in your salary and then deducted each month.

Uniform

A uniform shirt must be worn when on duty which will be provided.

Relocation

Travel to take up post and assistance with the transportation of personal effects/or purchase of personal effects is provided.

January 2017

How to Apply

Please ensure your application fully addresses the criteria in the Job Description and Person Specification.

You should give the names, positions, organisations and telephone numbers of two referees, one of whom should be your current/most recent employer. References will only be taken up once your express permission has been given.

You should also complete the Equal Opportunities Monitoring form. The information in this form will be treated as confidential, and used for statistical purposes only. The form will not be treated as part of your application. We would also be grateful if you could let us know if you will require any special provision as a result of any disability should you be called for interview.

Finally, please ensure you have included mobile, work and home telephone numbers, Skype address, as well as any dates when you will not be available.

If you would like to apply for this post please send your completed application form as well as the equal opportunities form to .

If you would like to know more about Our Chalet please visit

Timetable

Closing date9th February 2017

Interview To be confirmed, first interview via Skype, second in person

The successful appointment is subject to the receipt of satisfactory references.

Applicants must already have the right to live and work in Switzerland