Senior Guest Relations Coordinator

Self-Help•Durham, NC

8d•$26 - $33•Onsite

About The Position

The Avila Center for Community Leadership, part of Self-Help, is a movement home and retreat center in North Durham that hosts retreats, convenings, and gatherings for social-justice organizations. Avila is grounded in Radical Hospitality: caring for guests with dignity and intention, so they feel welcomed when they arrive, supported during their stay, and remembered after they leave. Radical Hospitality is also how Avila builds community connections and deepens relationships. We are seeking a Sr. Guest Relations Coordinator to join our Durham, NC team! The Senior Guest Relations Coordinator owns and runs Avila's guest operation end to end, from a group's first inquiry through their stay to close-out and final billing. The person is responsible for keeping the whole operation running and accurate, makes the daily calls it takes to do that within a framework built with the Operations Manager, and presents bigger decisions to the Operations Manager for business improvements. They are the first relationship that our partners have with Avila, the one who balances care for guests with operations that run smoothly, and the one who manages quality control of Radical Hospitality to spot what is not working and find solutions. The Senior Coordinator reports to the Operations Manager and works closely with the Director of Avila and the Property Supervisor.

Requirements

High school diploma or equivalent, and five or more years of experience in operations, hospitality, event or retreat coordination or program management.
3yrs owning a complex operation or program end to end. An equivalent combination of lived, movement, and professional experience that demonstrates this capacity will be considered.
At least four of those years in a coordination, operations, hospitality, or program role with ownership of multi-step processes from start to finish. Examples include retreat or conference coordination, event coordination at a venue or community space, hospitality operations, or program coordination in a nonprofit setting.
Strong commitment to Self-Help's mission of creating economic opportunities for traditionally underserved communities.
Commitment to radical hospitality and relational stewardship, and experience with meaningful customer service.
Ability and willingness to work outside normal work hours, as needed, including occasional nights and weekends.
The schedule flexes around the booking calendar, with work weeks shaped by who is on campus and when.
Strong, independent judgment: able to assess a situation, act within established parameters.
Highly organized, able to juggle many moving parts at once.
Excel skills
Social media presence
Ability to demonstrate Self-Help's Core Values: Mission Before Self, Service With Excellence, Embracing & Promoting Change, Results Not Credit, Diversity as a Strength, Financial Sustainability for Mission Impact

Nice To Haves

Direct experience hosting groups (retreats, conferences, meetings, gatherings) in a setting where care, dignity, and shared responsibility shape every interaction is preferred.
Preference for working in organizations that place priority on teamwork and collaboration
Spanish/English a plus

Responsibilities

Run the program end to end: own systems for how the spaces and lodging are scheduled, set up, and matched to each group, and manage the complex calendar across competing requests as Avila grows.
Own the relationships, contracts and insurance requirements for the vendors that service the spaces. Direct their work to standard within budget, and bring on new vendors through Avila’s normal approval process.
Provide event planning for Avila led programming and collaborations. Ensure that all event logistics and operations are executed successfully, on time and on budget.
Own the reservation process end to end, from inquiry through closeout
Own and maintain the booking system ensuring bookings, payments, agreements, COIs, and partner credits are updated within 24 hours.
Conduct monthly audits and coordinate payment processing, invoicing, and reconciliation with Self-Help accounting colleagues.
Host onsite groups and be the point of contact for all campus readiness, program setup, meals, lodging and connectivity.