Guest Services Associate

Job Description

Job Description

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 planning ahead and taking registrations 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 can be remote and requires about 25% of year to be on-site at BBRC with complimentary room and board.

This is a full-time, non-exempt position with the wage range $24-26

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 and registration processes, systems and retreat software (Retreat Guru) for all retreats (approx. 50-70 a year). This includes but is not limited to : running retreat rosters, coordinating dietary reports, special accommodations, pre-arrival waivers, supporting registration inquiries and process, scholarships, and cancellations.
• Ensures retreat registration runs smoothly and optimally to support in filling retreats and matching guests needs to join retreats.
• Helps sell retreats, recommend options, and ensure retreat capacity goals are met.
• Responds to guest questions about programs and registrations, in person or by phone / email.
• Sets up all registrations and comms for each retreat in the planning process for the website, supports and gives feedback to landing pages and copy.
• Contributes to feedback for website and improvements based on guest comms.
• Runs regular reporting (per retreat and monthly) to ensure teams are well informed on key performance indicators of registration, how the year is going in general and specifically (e.g. cancellations, scholarships, and donations).

Communications :

Guest Experience :

Admin :

Role Requirements :

Preferred Skills and Experience :

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

Flexibility :

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

Qualified candidates who self-identify as a Black Indigenous Person of Color (BIPOC) and / or are part of the LGBTQI community are especially encouraged to apply.

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