The Front Desk Shift Leader provides top quality guest service and a positive first impression in fulfilling the needs of guests at this busy outdoor program center. This includes the check-in of guests, ability to make or modify reservations for multiple AMC facilities and programs, providing accurate information and education, fulfilling concierge requests, selling souvenirs and basic backcountry equipment. The position ensures that daily operations during their shift are professional, guest-oriented, and well-coordinated with the other staff on-site. This will necessarily require providing guidance for seasonal front desk staff and liaising information to management staff.

What you’ll be doing:

Represent AMC at the Highland Center front desk 5 days a week.

• Welcome, check-in, and assist day and overnight visitors and guests.
• Accurately manage, create, or modify guest reservations for any AMC facilities as required.
• Accurately and reliably oversee the cash handling and credit card transactions on both A.M & P.M and shifts.
• Work hand in hand with management staff to monitor inventory and maintain general upkeep and increase sales in the retail stores.
• Answer all incoming phone calls and respond or transfer appropriately and professionally.
• Provide accurate and knowledgeable information and advice on a variety of topics such as seasonal backcountry conditions, White Mountain National Forest opportunities and policies, backcountry supplies and equipment, and area points of interest.

Support seasonal staff during shifts

• Provide supervision and guidance for seasonal employees and volunteers during shifts to ensure high standards of service and productivity.
• Assist management staff with the development and implementation of training for seasonal employees.
• Respond to any problems or special requests with a professional and friendly demeanor.
• Communicate changes in policies, accounting errors, or other problems through appropriate means.
• Lead or assist in the delivery of guided site tours, “Dinner Talks”, and evening programs including greeting and orientation to visitor center opportunities and AMC programs and mission.
• Safely respond to emergencies (fire alarm, medical, illegal activities) at the center while providing security for our guests, visitors, and employees.

Support the front desk with other initiatives

• Ensure weather observations are consistently entered with NWS.
• Track and ship items lost or found on the Highland Center grounds.
• Ensure the prompt and professional handling of information requests through a variety of means from public (phone, e-mail, in person, etc.).
• Actively promote and provide up to date information on the services and programs of the AMC and encourage membership to support the club’s public service efforts.
• Assist the custodial staff in cleaning windows, vacuuming, snow removal, restroom and parking lot maintenance as needed or requested.
• Work with Rescue Services staff on rescue incidents using established procedures and protocols Accurately complete required post incident paperwork.
• Perform any other duties reasonably requested by management.

What we’re looking for:

• Exceptional customer service skills and ability to be a team player within a detail-oriented, fast-paced environment.
• Must be a person who is enthusiastic and enjoys working with the public.
• Computer competency coupled with effective typing and strong written communication skills is required. Prior knowledge of Maestro, Salesforce, Office 365 is helpful.
• Prior hospitality experience is desirable. Familiarity with the White Mountain National Forest and proactive attitude regarding AMC programs and mission is strongly preferred.
• Must be willing to work weekends, holidays, mornings and evenings.
• Physical requirements of this position include ability to work in an office setting, operate computers, stand for 8+ hours a day

Compensation and benefits:

• Salary Range: $15.00-$16.00/hour
• Group Health Plan: 75% employer paid
• Optional Vision Insurance
• Optional Dental Insurance
• Group Life Insurance: 100% employer paid
• Long Term Disability Insurance: 100% employer paid
• Matching 403(b): 4% with vesting schedule
• Vacation: 3 weeks accrued each year to start
• Holidays: Up to 11 paid holidays per year
• Free use of AMC Destinations
• Free annual AMC membership
• Pro-deals discounts on equipment and gear

To Apply:

Please include a resume and cover letter. No phone calls please.

AMC welcomes all qualified candidates to apply and we invite the full participation of all individuals currently underrepresented in the outdoor community. This includes, but is not limited to, individuals from racially and/or ethnically diverse communities, individuals with disabilities, individuals from LGBTQ+ communities, and individuals who experience intersectionality with one or more of these identities.

The Appalachian Mountain Club has zero tolerance for child abuse or placing children in danger. The AMC requires all employees who work in a program or facility which serves children, disabled persons, or the elderly to have a criminal background record check performed on their name annually with employment contingent upon satisfactory results.