Reservations Specialist

JOB SUMMARY

The Reservations Specialist is responsible for managing the year-round registration and reservation process for Forest Home program guests. This position provides excellent customer service, maintains accurate reservation data, and supports church partners and ministry organizations throughout the event planning lifecycle. The Specialist collaborates closely with Operations, Program Directors, and the Partnerships Team to ensure a high-quality guest experience and the successful execution of Forest Home’s mission.

ESSENTIAL DUTIES & RESPONSIBILITIES Reservations Duties Assist church partners and families with reservations by answering inquiries, providing availability information, and gathering required forms and documentation. Maintain accurate reservation and guest information in the Reservations System (e.g., CircuiTree), CRM tools (e.g., HubSpot), and project tracking platforms (e.g., ClickUp). Create and update itineraries, reports, communication logs, forms, and financial documents with accuracy and confidentiality in accordance with Forest Home policies. Process required paperwork, including medical consent forms, voluntary disclosure forms, and campership applications.

Prepare weekly checklists to ensure event readiness and departmental alignment. Review and reconcile reservation records prior to event execution. Customer Support Serve as the primary point of contact for church/group leaders, families and guests, providing timely, professional, and courteous communication. Respond to all emails and calls by the next business day with accurate and helpful information. Train and guide group leaders through the reservation process to ensure organizational and guest needs are met. Maintain a gracious, service-oriented, and Christ-like attitude in all interactions.

Administrative Duties Prepare guest check-in materials, including printed packets, nametags, keys, and wristbands. Conduct on-site check-in for groups and individual registrants, including weekend events such as winter programs. Follow up with group leaders and guests to ensure all balances are paid promptly. Create church rosters, organize and maintain rooming lists for church partners and families, and coordinate key distribution. Ensure compliance with Forest Home cash-handling and financial procedures when collecting and processing payments (checks, ACH, credit card transactions). Depositing of all checks for Guest Retreats and Program Reservations.

Contracts & Financial Management Oversee the distribution and management of Youth, Children & Family Camp scholarship funds to ensure eligible guests and groups receive appropriate financial support. Send out and manage all group contracts to ensure timely execution and compliance with Forest Home policies. Proactively follow up with group leaders, families and guests to ensure all remaining balances are paid promptly. Follow Forest Home cash-handling and financial procedures when processing payments via checks, ACH, or…

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