Guest Service Guide

Kripalu Center for Yoga and Health•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, service-oriented guest experience throughout each guest’s stay. The role assists with guest arrivals and departures, reservations, program enrollment, Healing Arts appointments, payment processing, and general 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. The role includes greeting guests and completing check-in and check-out procedures; creating, modifying, and canceling reservations, enrollments, and appointments; responding to questions and concerns; processing payments; and providing information about programs, treatments, amenities, facilities, and operating hours. The associate follows Guest Services procedures, maintains an organized work area, and responds to safety concerns and emergencies according to Kripalu policies. Responsibilities may evolve based on organizational needs, and other duties may be assigned by Guest Services management.

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.

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 warmly; 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 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, facility features, and operating hours; direct inquiries to appropriate 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; 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.
Perform other duties assigned by Guest Services management as organizational needs evolve.