Receptionist

POSITION SUMMARY

This role serves as the central communication and coordination hub for the Shepherd of the Hills main office. The ideal candidate is professional, calm under pressure, and passionate about delivering exceptional guest experiences. You will handle a wide variety of administrative, ticketing, and guest relations responsibilities while supporting multiple departments and supervisors throughout the day.

Office & Administrative Support

• Answer and direct all incoming phone calls to the main office promptly and professionally
• Receive, sort, and distribute all incoming mail and packages; coordinate inbound shipments and deliveries
• Maintain organized records and assist with general office administration as directed

Accounts & Financial Support

• Assist with accounts receivable functions, including tracking payments and supporting billing processes
• Process ticket refunds and maintain accurate documentation of transactions

Ticketing & Reservations

• Manage the company's information and ticketing email inbox, responding to inquiries about ticket packages, shows, and attractions in a timely manner
• Handle inbound ticketing calls to assist guests with reservations, group sales inquiries, and package questions
• Apply sound judgment when processing guests requests, balancing guest satisfaction with company policy

Guest Services & Complaint Resolution

• Serve as a primary point of contact for guest complaints and concerns, handling each interaction with empathy and professionalism
• De-escalate upset or dissatisfied guests with patience, clear communication, and effective problem-solving
• Issue resolutions within established authority levels; escalate as appropriate
• Follow up with guests as needed to ensure satisfactory resolution

REQUIRED

• Pass background check
• Prior office or administrative experience
• Strong verbal and written communication skills
• Must be self-directed and able to work without close supervision, staying on task and adapting quickly when priorities shift or interruptions occur.
• Ability to multitask and remain organized in a fast-paced, multi-department environment
• Ability to work effectively under the direction of multiple supervisors
• Sound judgment and decision-making skills, particularly in guest-facing situations
• Professional phone manner and customer service demeanor
• Proficiency with basic office technology (email, phone systems, computer)

PREFERRED

• Previous experience in guest services, hospitality, or tourism
• Experience in ticket sales or reservation management
• Background in accounts receivable or basic bookkeeping
• Familiarity with complaint resolution and de-escalation techniques
• Experience working in a multi-venue or seasonal operation

KEY COMPETENCIES

• Guest-first mindset with a calm, solutions-oriented approach
• Strong organizational and time management skills
• Adaptability and willingness to support varied tasks across departments
• Discretion and professionalism when handling sensitive information or escalated situations
• Collaborative team player who thrives in a dynamic, family-oriented culture