Guest Service Guide

KRIPALU CENTER FOR YOGA & HEALTH INC•West Stockbridge, MA

3d•$18 - $18•Onsite

About The Position

The Front Desk Associate is a member of Kripalu’s Guest Services team and supports a welcoming, seamless, and service-oriented guest experience throughout each guest’s stay. The role supports guest arrivals and departures, reservations, program enrollment, Healing Arts appointments, payment processing, and general guest inquiries. Working with colleagues across Guest Services and other departments, the associate provides accurate information, addresses guest needs, and coordinates follow-up. The position calls for strong customer service, attention to detail, sound judgment, and the ability to remain calm and responsive in a dynamic hospitality environment. Responsibilities may evolve based on organizational needs, and Guest Services management may assign other duties.

Requirements

High school diploma or equivalent.
Previous customer service or hospitality experience, preferably in a hotel, resort, retreat center, or other guest-facing environment.
Strong verbal communication and active listening skills, including the ability to assist guests in person and by phone for extended periods.
Basic math skills and the ability to accurately process payments and handle cash.
Proficiency with Microsoft Office applications, particularly Outlook, Excel, and Word, and the ability to learn reservation and guest management systems.
Ability to follow established procedures, maintain accurate records, and manage multiple tasks in a busy service environment.
Ability to lift up to 50 pounds, with or without reasonable accommodation.
Availability to work opening or closing shifts, weekends, and some holidays.
Warmth, patience, genuine care, clear and respectful communication, composure in a fast-paced environment, sound judgment, integrity, attention to detail, adaptability, teamwork, and respect for equity, diversity, and individual differences.

Nice To Haves

Previous front desk, hotel, resort, reservations, or guest services experience.
Experience using property management systems, reservation platforms, or point-of-sale systems.
Experience resolving guest concerns and coordinating service recovery in a hospitality setting.

Responsibilities

Greet arriving, departing, and current guests; complete check-in and check-out procedures; update guest records; and provide information and materials about Kripalu’s facilities, grounds, programs, and services.
Create, modify, and cancel guest reservations, program enrollments, and Healing Arts appointments; verify details, maintain accurate system records, and communicate reservation information clearly.
Respond to guest questions, requests, and concerns in person and by phone; research issues, identify solutions, and coordinate with relevant colleagues or departments to resolve concerns promptly and professionally.
Receive and process guest payments, accurately record transactions, and handle cash and other payment methods in accordance with financial policies and cash-handling requirements.
Provide accurate information about programs, Healing Arts treatments, amenities, facilities, and operating hours; identify appropriate resources and services and direct inquiries to relevant team members when needed.
Follow Guest Services policies, procedures, standard operating practices, and opening and closing procedures; maintain a clean, safe, organized, and stocked work area; and complete daily operational tasks accurately and consistently.
Respond to emergencies and safety concerns in accordance with Kripalu policies and Guest Services procedures, communicate relevant information to appropriate personnel, and support the safety and well-being of guests, employees, and visitors.
Support a welcoming and inclusive environment and demonstrate Kripalu’s values of service, presence, inquiry, compassion, practice, and integrity.
Perform other duties as assigned by Guest Services management.