Guest Services Associate in Healdsburg, California

Job Details

  • Date Posted: July 22, 2022
  • Location: Healdsburg, California
  • Company: Wildhaven
  • Job Type: Full Time
  • Salary: $20 - $20 / hour
  • Housing Offered: No
  • Experience: Some experience required

Company Contact

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Our Company

Wildhaven Sonoma (WildhavenSonoma.com) in Healdsburg, CA is a new entry into the fast-growing outdoor hospitality market segment often known as ‘glamping’. We opened in June 2020 and have quickly become the top-rated glamping destination in the Bay Area due to our unique riverside/vineyard location and focus on customer service, cleanliness, and comfort.

We provide our guests with a unique and memorable way to spend the night on the river and under the stars, with friends, their family, or other loved ones.

Your work location is a beautiful 10-acre outdoor property on the Russian River, surrounded by the vineyards of Alexander Valley. You will be just 5 minutes to 101 and 10 minutes to Healdsburg.

The Role

We view your role as an essential part of our guests’ glamping experience and the key to getting 5-star reviews and repeat visits. Your presence and attitude are as important as your ability to manage reservations and create memorable guest experiences.

Responsibilities

We’re looking for a friendly, warm, self-proclaimed “people-person” who loves being outdoors. Your love for relaxing in nature is both genuine and contagious. Your feathers aren’t easily ruffled, and you thrive on making people feel comfortable and at ease.

Reporting to our General/Operations Manager, you will be responsible for:

1) Guest Communications

  • Make sure guests have everything they need and their expectations are being exceeded
  • Engage often with our guests, both in-person and via email and phone
  • Interact professionally, and resolve issues quickly. Escalate any unresolved issues to Management with proposed solutions.

2) Reservations

  • Review bookings for each day in our booking management software and resolve any guest or operational issues interfering with a successful check-in, stay, check-out, or tent turn-over
  • Check-in/out: Be available during peak arrival/departure hours to help guests arrive and depart
  • Bookings: Serve as point of contact for email and phone inquiries, focusing on conversions to bookings

3) Concierge

  • Help educate guests on on-site amenities incl. river access, trails, river floats, wine tastings & yoga
  • Help educate guests on nearby activities

4) Operations

  • Process any in-store transactions from guests through our POS system
  • Assist GM with monitoring and replenishing inventory of furnishings, linens, store items, supplies, etc.
  • Monitor property for general cleanliness and alert housekeepers when service is needed.
  • Generate reports on key guest metrics for management

Qualifications

  • Experience: 2+ years experience in a customer service role, preferably in a hotel setting
  • Education: High school degree, Bachelor’s preferred
  • Schedule: You can work shifts on weekends and holidays, that can start at 8am or end at 8pm
  • Tech savvy: You will be handling multiple software systems in a typical day (e.g., our booking engine, credit card processor, Excel, Google Sheets)
  • Math skills: You will be frequently calculating and checking numbers related to guest bookings, discounts, on-site purchases, and other hotel performance indicators
  • Communication skills: You truly enjoy talking with and learning from others, and constantly have a friendly, enthusiastic, positive attitude. You can write a professional email to guests.
  • Collaboration skills: You will be working with others more than you will be alone, so you must be able to work with multiple personality types, ages, and job types
  • Organizational skills: You will be comfortable with multiple pressing issues happening simultaneously
  • Outdoors: You have a true love for the outdoors that our guests will see the minute they talk to you
  • Entrepreneur mindset: You will figure it out, whatever it is, even if you haven’t done it before. You are a creative problem solver, can prioritize your time without supervision, and know when to ask for help. You are comfortable working in a fast-paced, occasionally stressful environment, and are able to take on a wide range of responsibilities
  • Environment: While the job is inside our check-in kiosk or store building at a desk, you will often be outdoors (occasionally for extended time periods in hot weather), standing on your feet, and will need to be able to carry/lift up to 50 lbs.
  • Drama-free: Guests can show stress, frustration, or jealousy, but you cannot show these in your role. You are cool, calm, and collected in the face of difficult guests, situations, or even co-workers
  • Hospitality mentality: You are committed to providing kindness and understanding to strangers, and pleasing your guests through your positive attitude

Job Benefits

  • Location: Your office is on a river, surrounded by vineyards, in beautiful sunny Sonoma County
  • Competitive Compensation: We will provide a competitive rate based on your experience, as well as performance-based bonuses and vacation days.
  • Career Growth: We are a fast-growing outdoor hospitality company backed by a strong management team. We will provide what you need to perform at your best. Successful team members can be quickly promoted into higher-paying positions. We have already secured our second property in California and prefer to hire from within
  • Flexible schedules: We will work with you to find the best days and times for you to work. Part-time available.
  • Low-stress environment with 2 very supportive managers, a professional team of other housekeepers, experienced maintenance workers, and helpful co-workers. The work environment feels like a family more than a corporation.
  • Perks: It’s important you love and understand the lodging experience that you will be providing as a team member at Wildhaven. You will receive complimentary access to all of our guest perks (when space is available), such as tent nights for you/friends, boat/bike rentals, yoga classes, etc.
  • Being part of a new adventure promoting quality of life, relaxing, family time, and outdoor fun