Operations & Guest Services Assistant

Sisters of the Holy Names•Santa Cruz, CA

2d•Onsite

About The Position

The Operations and Guest Services Assistant oversees Villa operations and guest services during evening hours and serves as the primary point of contact in the absence of other staff. This position ensures the safety and security of Villa Maria del Mar and the retreatants, while performing assigned household and administrative duties. The role requires evening shift coverage from 4-9pm Monday-Friday with occasional weekend coverage.

Requirements

A high school diploma or its equivalent.
Must speak and read English well
Background in roles requiring knowledge of security, housekeeping, guest services, and basic maintenance.
Supportive of the mission of the Sisters of the Holy Names of Jesus and Mary.
Model SNJM Guiding Values in carrying out work activities and responsibilities.
Strong interpersonal skills, with the ability to use tact, discretion, and sound judgment when working with diverse individuals and situations.
Demonstrated ability to maintain confidentiality of sensitive information.
Knowledge of emergency procedures and building systems, including fire safety equipment and utility shut-offs.
Knowledge of and ability to apply building security protocols.
Ability to work independently, prioritize tasks, and complete responsibilities with minimal supervision.
Ability to respond promptly, calmly, and effectively to emergencies and urgent situations during shift, including fire alarms, earthquakes, and facility-related issues.
Strong written and verbal communication skills.
Working knowledge of MS Office Suite programs.
Ability to learn and maintain office procedures and systems.
Basic maintenance skills, including the ability to perform minor tasks such as changing lightbulbs and smoke detector batteries.
Demonstrated ability to remain calm under pressure and effectively manage high-stress and emergency situations.

Nice To Haves

Spanish language is a plus.

Responsibilities

Provide after-hours front office support. Serve as the primary contact for guests and volunteer hostesses during shift.
Assist retreatants and visitors with check-in procedures, including late arrivals; issue and program key fobs; address registration or guestroom concerns; and respond promptly to amenity requests and basic guest needs.
Support guest technology needs, including Wi-Fi access, and basic AV assistance as necessary.
Maintain the gift shop, ensuring cleanliness, organization, restocking, and accurate transaction processing; assist with inventory tracking.
Conduct routine inspections of public areas to ensure a clean, safe, and welcoming environment.
Complete daily operational tasks, including key audits and evening checklists.
Provide evening housekeeping support, including room preparation, light cleaning, trash removal, and assisting with laundry operations as needed.
Respond to private retreat inquiries professionally and assist with tracking statistics.
Provide administrative and clerical support, including correspondence, data entry, documentation of maintenance issues, preparations for incoming groups and maintaining guestroom records.
Assist the Villa Director on special projects, including SOP development, marketing support, preventative maintenance checks, and sponsored retreat coordination.
Participate in regular staff and management meetings.
Perform routine security checks of buildings and grounds, including verifying locks, fire safety access points, and evening lighting.
Serve as the first point of contact for onsite emergencies during shift; respond in accordance with Villa procedures, prioritizing safety and coordinating with emergency services as needed.
Independently carry out emergency shut-off procedures when required.
Report incidents, injuries, and unsafe conditions promptly, following established documentation protocols.