Guest Services/Hospitality Associate

Eden Enterprises•Tracy, CA

12d•Onsite

About The Position

The Guest Services / Hospitality Associate serves as the first and most visible point of contact for guests, vendors, and partners—both in person and through phone and digital communication. This role plays a critical part in shaping the guest experience by delivering polished, high-touch, white-glove service with composure, discretion, and professionalism. The ideal candidate is organized, proactive, and confident operating in a fast-paced, regulated retail environment. This position supports customer intake workflows, responds to general inquiries, and facilitates clear internal communication to ensure a seamless and elevated experience from arrival to departure. This role requires the ability to manage competing priorities with professionalism, exercise sound judgment within established procedures, and escalate non-routine issues to management as appropriate. As a front-of-house role, the Guest Services / Hospitality Associate serves as a visible representative of the Garden of Eden brand and is expected to uphold the company’s service standards, professionalism, and guest-care principles at all times while exercising sound judgment within established procedures. This is a fully onsite, customer-service–driven role requiring sound judgment, attention to detail, and the ability to handle sensitive or confidential information with care. The Guest Services / Hospitality Associate reports directly to the Manager(s) on Duty and the General Manager and is expected to uphold Garden of Eden’s service standards at all times.

Requirements

High school diploma or GED, 21+ years old
Comfortable using technology and business productivity tools, including Google Workspace applications
Ability to perform accurate and efficient data entry and written communication in a fast-paced environment
Comfortable verifying personal identification consistently and in accordance with established company protocols and applicable state and local requirements
Strong interpersonal, verbal, and written communication skills
Demonstrated attention to detail and organizational ability
Ability to remain composed under pressure while managing multiple priorities
High level of professionalism, discretion, and sound judgment
Availability to work weekends, holidays, and varying shifts based on business needs
Strong problem-solving skills and a service-oriented mindset
Customer Service: 1 year (Required)

Nice To Haves

Prior experience in customer service, call center, or dispatch environments preferred but not required
Dispatch: 1 year (Preferred)
Cannabis Industry: 1 year (Preferred)

Responsibilities

Serve as a primary point of contact for guest support, responding to inquiries via phone, live chat, and email with professionalism, discretion, and adherence to service standards
Office/Retail environment, situated at the front desk in the lobby of our retail stores
Monitor customer management systems and dashboards to ensure continuity, accuracy, and timely resolution of guest-facing workflows
Assist guests with account creation, customer database enrollment, and loyalty program registration in accordance with established procedures
Identify, document, and escalate service issues, operational gaps, or guest feedback to the Manager on Duty to support continuous improvement
De-escalate guest concerns calmly and effectively while escalating non-routine, sensitive, or policy-related matters to management as appropriate
Accurately document and report customer service incidents in accordance with company policy
Utilize internal support resources and tools as needed to resolve guest inquiries efficiently and consistently
Complete assigned opening and closing procedures in alignment with operational standards
Participate in required training sessions to remain current on product knowledge, service standards, and company policies
Uphold Garden of Eden’s service standards, professionalism, and guest-care expectations in all interactions
Adhere to all applicable company policies and procedures when engaging with guests and handling customer or company information
Perform additional guest service–related duties as assigned, consistent with the scope of the role