GUEST SERVICES SUPERVISOR
Big Sur, California
GUEST OPERATIONS – Guest Services /
Full-time /
On-site
At Esalen, we believe in the power of our potential -- both in our staff and in our global community of students and faculty who turn to us for transformative learning experiences. More than 50 years ago, Esalen co-founders imagined a place inspired by Abraham Maslow’s psychology of peak experiences and Aldous Huxley’s belief in “human potentialities”, the unrealized capacities of our mind and body. Today we build on this legacy by creating deep connections in a world challenged by disconnection and isolation; reigniting awe and wonder to spark greater curiosity about ourselves and others; and asking the questions that can lead to transformative change both for an individual and society.
Esalen isn’t just a place to work, it’s an invitation to help change the world.
OVERVIEW
- This key role is to oversee the front office to ensure the guest experience from the first contact is friendly and efficient. The Office is the main point of contact for our Guests and Staff. You will be responsible for supervising and leading all office services, staff, and the process delivery - from initial reservation to check-in to include: orientation, answering questions, booking massages, payment and cash, daily activities, and supporting our Guest and Staff needs. This full-time position reports to the Guest Services Director and is located at the main campus.
KEY RESPONSIBILITIES
- Supervise and lead the Guest Services team and participate in Staff Meetings.
- Ensure the smooth operation and completion of daily, weekly and monthly tasks.
- Guarantee the delivery of quality service; working closely and cooperatively with other Guest Services Supervisors.
- Provide exceptional customer service, welcoming and supporting our guests and staff with kindness and respect, as well as navigating occasionally difficult guest needs. Oversee large-scale seminarian communication.
- Support staff development, training, and provide feedback. Guide and support the output, standardization and availability of all training and process documentation.
- Work closely with the revenue supervisor to monitor the Room Sheet to ensure maximum occupancy and best placement. Review reservation pages in the future, including waitlists, for possible changes, opportunities or potential issues.
- Ensure a strong working relationship with all departments, particularly with Programs, Lodging, Finance, Facilities and Maintenance.
- Strong knowledge of Property Management Systems (PMS) to troubleshoot and communicate issues.
- Work closely with all team members to review our Guest Service 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.
- Strong knowledge of spa booking software and an ability to solve issues.
QUALIFICATIONS
- The right candidate loves to work with people, serve others, has a passion for understanding the details of the Guest Services Department, a drive to improve existing processes, and think critically about the future of Guest Services at Esalen. You must have experience in business frameworks, leadership and the unique organizational culture that Esalen encapsulates. We find the most successful candidates understand and support Esalen’s vision, mission and values and recognize that the work we do is critical to the World.
- At least 5 years Customer Service experience, with a passion for exceptional service. At least 2 years experience in leading teams and project coordination.
- Customer Reservations experience, computer skills, and exceptional phone manner
- Proven team player, maintaining healthy, cooperative relationships with co-workers, other departments and Community members
- Strong communication skills, while seeking better, more effective ways to relate
- Experience with reviewing business process, finding and recommending improvements that provide a quality Guest Service, and efficient and effective ways of operating
- Detailed oriented and highly organized
- Documentation writing and experience with training others
- Ability to make effective decisions and deal compassionately with difficult situations, being able to set healthy and assertive boundaries in kindness and with respect
- Self-motivated and responsible, with a willingness to learn a wide variety of job skills
- Be able to receive guidance and feedback, and be able to provide feedback with care and respect
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.
PHYSICAL REQUIREMENTS
- While performing the duties of this job, the employee must be able to work in a physically demanding environment; ability to lift up to 30 pounds; maneuver on uneven ground, stand for long periods of time; sitting at a desk and working on computers and answering phones.
COMPENSATION
- The pay for this position is commensurate with experience. This role includes a comprehensive benefits package including medical, dental, and paid time off. Esalen provides staff with access to an extensive range of educational and community benefits. Including movement classes, ongoing in-house programs, and scholarship for workshops, bodywork, and other Esalen services.
$25.09 - $31.44 an hour
The Esalen Institute is an Equal Opportunity Employer.
