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Guest Experience & Gear Program Associate

Long Beach, Washington, United States

The Snow Peak Person is both an outdoor enthusiast and a passionate creative. They believe in their talents and capabilities, are thoughtful in their approach and have a deep appreciation for their work and the world around them. Snow Peak People don’t shy away from growth or new challenges; they’re team players who prioritize connection and communication – and they’re serious about play. 

This position might be a good fit for you if you...

  • Share a passion for the outdoors and the beneficial role it plays in people’s lives
  • Express curiosity and creativity by taking initiative and be resourceful
  • Understand your effect on business targets
  • Make a memorable impact by being approachable, respectful, responsible, and joyful
  • Value all people for their skills, experience, and unique perspectives

The Guest Experience & Rental Gear Associate is a brand ambassador, creating excellent experiences for Campfield guests. This position supports day-to-day operations of guest check-in, Campstore retail, rentals, and café. Reporting to the Campfield Assistant General Manager, this position maintains daily operational procedures, resolves escalated customer issues, and serves as an in-house expert on our Tent Suite and Rental Program.  

They will ensure that all staff are familiar with the Tent Suite Program and Rental Service, equipping them to confidently explain these offerings to Campfield guests. The person in this position should have the ability to anticipate the conditions and challenges associated with camping using Snow Peak equipment, such as the impact of weather on Tent Suite setups or rental camping gear, as well as the behaviors and needs of guests with limited camping experience. 

They should also possess a strong understanding of potential risks and be proactive in implementing effective measures to prevent issues before they arise. 

 

Classification 

  • FLSA: Non-Exempt   
  • Status: Full Time, Benefit Eligible   
  • Compensation: $18.00-$22.00 Hourly 
  • Reports To: Assistant General Manager 
  • Schedule: Required availability on evenings, weekends, and holidays 

 

Essential Duties 

Rental Program 

  • Tent Suite setup and breakdown in the field, ensuring high standards of quality and guest experience. 
  • Understand Snow Peak equipment operation and the Rental Program to equip them with the knowledge to support guests effectively. 
  • Monitor camping conditions and anticipate guest needs, including addressing weather impacts on Tent Suite setups and rental gear. 
  • Proactively identify and recommend improvements to the Rental Program, implementing necessary measures to enhance guest experiences. 
  • View reports in the POS system for Tent Suite and rental arrivals and departures, ensuring accurate and efficient planning. 
  • Create daily pickup lists and coordinate plans for gear delivery to sites or reception based on conditions. 
  • Transport equipment to guest sites when feasible, ensuring safe and timely delivery. 
  • Maintain and clean rental equipment, ensuring proper storage and inventory management. 
  • Educate customers on Snow Peak’s brand history, products, promotions, and events to build deeper brand connections. 
  • Drive rental and retail sales by engaging with guests, asking open-ended questions, and making tailored recommendations. 
  • Support the achievement of established sales and operational goals.  
  •  

Guest Experience Operations 

  • Support guest check-in and check-out functions, ensuring an elevated, upbeat, and welcoming atmosphere as needed. 
  • Provide orientation information and directions to guests, demonstrating knowledge of Snow Peak gear, Campfield operations, food, outdoor recreation, and the local environment. 
  • Respond to guest inquiries, feedback, and complaints; address escalated issues with a focus on ensuring guest satisfaction. 
  • Assist guests with transporting gear to and from campsites and provide site set-up support when necessary. 
  • Process customer transactions efficiently and accurately in alignment with point-of-sale (POS) procedures. 
  • Help maintain cleanliness and organization across key areas, including the Campstore, Wash House, Gatehouse, and Ofuro Spa. 
  • Execute operational processes effectively and efficiently while adhering to all health, safety, and security protocols. 
  • Foster a positive working environment by being approachable, respectful, responsible, and team oriented. 

Performs other related duties and projects as assigned 

 

Requirements 

Education/Certifications 

  • High school diploma or equivalent 
  • CPR certification preferred 

 
Experience 

  • 1 year working in a hospitality environment preferred  
  • 1 year working with camping gear 
  • We are willing to train the right employee with any experience level  
     

Skills 

  • Extraordinary customer service  
  • Excellent problem-solving skills 
  • Basic mathematics and financial knowledge 
  • Basic knowledge of operating computers, POS systems, and various software packages including Microsoft Office suite 
  • Clear Communication 
  • Excellent organizational skills 
     

Abilities 

  • Friendly and clear communication skills to work with guests and team members. 
  • Ability to work well in a team and handle tasks on your own when needed. 
  • Quick thinking and problem-solving skills to help guests handle challenges. 
  • Attention to detail to keep things organized and accurate. 
  • Ability to spot and address potential risks to keep guests and staff safe. 
  • Comfortable using a computer and learning new systems, like the register or reporting tools. 
  • Basic knowledge of camping and camping gear or willingness to learn quickly. 

 

Physical Effort 

  • Ability to stand, walk, and move continuously throughout shifts, including navigating uneven outdoor terrain. 
  • Frequent lifting and carrying of equipment, gear, and supplies weighing up to 50 pounds. 
  • Occasional bending, stooping, kneeling, and crouching to assist guests with site setup or perform maintenance tasks. 
  • Ability to work outdoors in various weather conditions, including rain, heat, and cold, while maintaining a professional demeanor. 
  • Physical stamina to perform setup and breakdown of Tent Suites and rental equipment, which may involve repetitive movements and prolonged exertion. 
  • Capability to safely operate carts or small vehicles for gear transport as needed. 

 

All of our employees enjoy paid time off for qualifying sick leave and are also eligible for wilderness first aid certification, annual company retreat and/or camping trip, public transportation assistance, bike commuting allowance, Employee Assistance Program (EAP), Snow Peak gear package, access to third-party outdoor gear discounts, and generous discounts on Snow Peak gear and apparel.

In addition, our regular full-time employees are eligible for medical coverage with vision and alternative care, comprehensive dental, employer match to retirement contributions, short and long-term disability insurance, life and AD&D insurance, paid vacation and holidays, and paid family and medical leave.

All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, national origin, sex, gender identity, sexual orientation, marital status or age. With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. Snow Peak USA is committed to leveling the playing field, and we encourage women, people of color, and those in the LGBTQ+ communities to apply for positions even if they don’t necessarily check every box outlined in the job description. Please still get in touch – we’d love to connect and see if you could be good for the role.

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