Guest Services Representative

Salary Range: 18.5 to 21 (Currency: USD) (Pay period: per-hour-wage)

OVERVIEW

• This full-time guest services representative position reports to the Guest Services Director and Supervisor(s). We are interested in someone that loves to work with people, to serve others, has a passion for understanding the details and a drive to make it better. Our team is responsible for the experience of our guests, from the initial reservation, to check-in, orientation, answering questions, booking massages, processing payments, Covid-19 screenings, maintaining our retail space, and supporting our guest and staff needs. 
• Prior work experience at Esalen is essential, thus for consideration, the candidate must be a  graduate of Esalen’s 3 month REEP program or a current staff member who has been employed for at least three months. 

KEY RESPONSIBILITIES

• Shifts will be split between the Front Desk and the Gate. May include overnight shifts.
• Providing exceptional customer service, welcoming and supporting our guests, faculty and staff with kindness and respect, review incoming requests, answer phones, manage guest complaints using trauma-informed language
• Assist with onboarding and training new team members 
• Working with other departments to ensure all guests and faculty communications are documented
• Organize all check-in materials for visiting guests, faculty, scholarship recipients, and staff enrolled in workshops.
• Completing Daily checklist; includes call and email queue management system, massages booking, online retail purchases, stocking, and daily shift notes. 
• Strong knowledge of the reservation PMS (property management system), massage booking software, and retail management software
• Troubleshoot and problem solve guest and faculty concerns, communicate the problem/solution results in shift notes and in the PMS
• Work closely with all team members to review our Guest Services processes to ensure effectiveness, efficiency and high quality guest service. Requires the ability to collaborate well with others, collect ideas, and formulate and recommend improvement plans.
• Gate shift duties will include but not limited to: checking in staff, guests and faculty, parking management, conduct property patrols and facilitate guest support.
• Monitor all campus entrances, radio traffic monitoring, emergency response management, provide First Aid support, CPR certified, emotional support for those in shock or crisis, conflict prevention and resolution

QUALIFICATIONS

• At least 2-3 years Customer Service experience, with a passion for exceptional service
• Customer Reservations experience and exceptional phone manner
• Strong communication skills and boundary setting ability
• Ability to make effective decisions and deal compassionately with difficult situations
• Proven team player, maintaining healthy relationships with co-workers, other departments and guests
• Ability & willingness to train new team members
• Self motivated, responsible, open to receive guidance, and be able to provide feedback with care and respect
• Detail & solution oriented, highly organized, and proficient in seeing a project through to completion.
• Experience with reviewing business procedures, finding and recommending improvements that provide a quality guest experience, and efficient and effective ways of operating.
• Strong computer skills - Able to work with Microsoft Office Suite, Google Suite, Adobe

FLEXIBILITY

• Esalen functions best when all staff work toward the common mission of encouraging everyone to reach our highest human potential. With this goal in mind, this job description is not intended to cover or contain an all-encompassing listing of activities, duties or responsibilities that may be required. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice based on Esalen’s and your team’s needs.

COMPENSATION

• 6 Month position
• Wage range $18.50-$21/hour
• Full Time - 40 Hours/week
• Housing available on-site (residential fee charged)
• All meals provided
• The pay for this position is commensurate with experience. Esalen gives teammates access to an extensive range of daily experiential classes (yoga, dance, tai chi, and meditation), and ongoing in-house education and training programs. In alignment with Esalen’s mission in advancing human potential, staff are encouraged to engage in a wide range of  personal and professional development programs designed by Esalen faculty and staff.

CERTIFICATION

• REEP Apprentices have the opportunity to earn an Esalen certification over their 6 month contract that highlights the departmental core competencies and transferable skills fulfilled, and acknowledges the hours spent engaging in professional and personal development. The certification process honors individual learning tracks, giving participants credit for their holistic engagement in Esalen’s educational community, and celebrates a graduation point with a capstone project.