Guest Services Associate - Big Bear Retreat Center : Job Details

Position Summary

The Guest Services Associate is responsible for ensuring the guest experience for each retreat is exceptional and aligned with our mission at Big Bear Retreat Center (BBRC). You are a nurturer by nature, eager to help and ensure guests have everything they need to feel safe, comfortable and present at our center. You are as comfortable taking registrations or staffing a check-in desk as you are handling complex guest inquiries or last-minute changes. Your interpersonal and digital communication skills exude warmth, friendliness and patience. You are service- and safety-minded to the core, and graceful under pressure.

This role coordinates directly with the Programs team to ensure a smooth retreat, from arrival to departure, and the Operations team to ensure the campus and accommodations are prepped and ready to go. This role requires you to be on-site at BBRC and includes housing as part of the compensation package.

About BBRC

Big Bear Retreat Center is a residential retreat center that provides space for mindfulness, compassion, respite, and healing with the purpose of fostering individual and collective transformation and illuminating our interconnectedness with nature, one another, and society. We do this by offering a mix of silent Insight Meditation retreats, and by partnering with organizations supporting various communities including BIPOC, LGBTQIA+, first responders, veterans, and mindfulness communities.

Big Bear Retreat Center is located a 2.5-hour drive from Los Angeles, nestled in the ancient Juniper forests of the San Bernardino Mountains at a 7,000-foot elevation (four mountain seasons) near the town of Big Bear Lake in Southern California. BBRC is immersed in nature located amidst about 100 acres of forested land with direct access to several hiking trails connected to the property. With an emphasis on inclusion and accessibility, our Center provides a refuge for people of all faiths and walks of life.

BBRC Mission

Big Bear Retreat Center is a residential retreat center that provides space for mindfulness, respite, and healing with the purpose of fostering individual and collective transformation and illuminating our interconnectedness with nature, one another, and society.

Role and Responsibilities

Registrar:

• Manages registration for all retreats (approx. 50-70 a year) on our retreat software (Retreat Guru), running retreat rosters, dietary reports, special accommodations, pre-arrival waivers, etc.
• Responds to guest questions about programs and registrations, in person or by phone/email.
• Conducts guest check-in/registration and check-out.

Communications:

• Manages communications to guests pre-arrival/post-departure over email, phone and text, as well as all necessary in person communications during retreats.
• Coordinates and communicates with the operations team for all preparatory guest needs, requests and special arrangements: kitchen, housekeeping, facilities.
• Coordinates closely with the Program Manager to understand group needs and shares guest reports as needed.

Guest Experience:

• Tracks all elements of the guest experience (from online registration, to guest parking support and room check-in/out) and ensures each step is inclusive and accessible.
• Participates in pre-arrival facilities inspections and resets in advance of group arrival.
• Considers continual improvements of the property and logistics of retreats.
• Evaluates guest experience via surveys post-retreat; presents responses to team and responsible for guest follow-up as required.
• Ensures every guest is welcomed, provides hiking maps and info on surrounding areas; on call for emergencies during schedule hours.

Admin:

• Tracks regular reports related to registration.
• Tracks guest satisfaction via surveys and reports to the team.
• Reports on past and forecasted out and shares with team regularly (weekly, monthly, quarterly) on forecasted retreats and guest expectations

Role Requirements

• 5+ years of experience in hospitality / guest services
• Strong skills in working with computers and software registration systems, including proficiency in Google / Microsoft Office Suite
• Professional communication skills—in person and online, verbal and written
• Calm response in busy situations, effective in conflict management and decision-making
• Proactive by nature, detail-oriented and good at anticipating needs in various situations
• Very strong organizational, administration and time management skills
• Ability to work in a collaborative team environment
• Positive approach to supervision of others and relationship building
• A sincere interest in supporting guests in an inclusive and equitable environment for all
• Service-oriented and a proactive problem solver
• Completes tasks thoroughly and with excellence
• Works primarily on campus from staff office, to establish on-land presence
• Flexible work schedule: typically 5 days a week, but will vary depending on retreats. Must be able to work weekends and holidays, some overtime, and some evenings.

Preferred Skills and Experience

• Retreat Guru or other registration software
• Ability to speak a second language is a plus
• Experience with health, safety, and emergency management issues
• Experience with working in remote environments and/or retreat center environments
• Experience managing events during COVID-19 and navigating safety protocols

Employee may experience the following physical demands for extended periods of time:

• Sitting, standing, walking
• Working at a computer or on calls
• Bending, reaching, kneeling
• Driving golf cart

Big Bear Retreat Center is an equal opportunity employer. At BBRC we celebrate diversity and are committed to creating an inclusive environment for all.