Guest Service Guide

ABOUT US

Kripalu Center is the largest yoga and wellness retreat center in the US. Kripalu is a nonprofit educational organization dedicated to serving people and communities in realizing their full potential through the transformative wisdom and practice of Yoga. Rooted in yoga, mindfulness and holistic wellness, Kripalu creates pathways for personal and collective transformation through experiential learning. Kripalu's campus is in the Berkshires of Western Massachusetts

Kripalu offers a wide range of experiences for guests, ranging from day passes to multi day programs and including signature programming and training developed by Kripalu, online programs, multi-day group events, and programming delivered by visiting talent (thought leaders, presenters, and luminaries).

Kripalu is committed to being an employer and community that prioritizes creating a sense of belonging for all employees, presenters, and guests. We seek employees eager to join us as we evolve as a team that embodies timeless yogic principles and present day practices of leadership and accountability.

POSITION SUMMARY

The Front Desk serves as a member of the Guest Service Department team which supports the call center for reservations, and front desk for guest arrivals.

This role coordinates all aspects of the guests/students stay from program enrollment and overnight accommodations to healing art services (spa treatments) and other activities, while answering guest/students' inquiries about online and onsite programming and various amenities.

The ideal candidate should be a positive, compassionate, and informative person who communicates effectively with others and strives to create positive experiences for guests during their stay at Kripalu. The candidate should have previous customer services skills with strong active listening skills on phones and in person for long periods of time. Problem solving while having the ability to stay calm in a fast-paced environment.

SCHEDULE

Must be available to work either an opening or closing shift, weekends, and some holidays.

ACCOUNTABILITIES/RESPONSIBILITIES

• Greets arriving, departing and current guests in a warm, welcoming, and service oriented manner.
• Completes guest check in process and update system to reflect guest arrival. Provide guests with resources and literature regarding the Kripalu facilities, grounds, program schedules and services, facilitating a smooth and friendly acclimation to Kripalu Center.
• Responds to guest inquiries and/or concerns during their stay. Research and facilitate a response to or resolution of inquiries and concerns. Bringing guest concerns to appropriate individuals who are best able to respond to guest's needs.
• Receives and processes guest payments and records payments in system in an accurate and timely manner.
• Adheres to all Kripalu and Guest Services Policies and Procedures to ensure a uniform approach to guest service standards.
• Assists in emergencies according to Kripalu and Guest Services policies.
• Ensures that all Guest Services procedures, tasks, check-in, guest finance, and remuneration are maintained in accordance with the established policy and procedure standards and budgetary constraints.
• Processes all cash transactions according to policy and financial guidelines with 100% compliance.
• Accurately books, changes, and cancels reservations including Healing Arts appointments. Properly opens and closes according to standard operating procedures.
• Provides detailed descriptions of programs, Healing Arts treatments, Kripalu services, facility features, and hours of operation, maintain a clean, safe, fully stocked, and well-organized work area.
• Other tasks as assigned by Guest Services Management.

CORE COMPETENCIES

• Demonstrates commitment to valuing equity, diversity and contributing to an inclusive environment.
• Possesses strong core ethics, integrity, and values consistent with Kripalu's organizational principles.
• Builds effective relationships, identifies internal and external customer expectations, sees issues from their point of view; offers practical, mutually beneficial recommendations, solutions, and ideas.
• Willingness and ability to be agile in work, supporting across own department as well as across the organization as needed.
• Demonstrates the knowledge and abilities necessary to perform required job elements to established standards, remaining current regarding development and trends in areas of expertise.
• Embraces experiences as learning opportunities.
• Accepts responsibility for personal and professional learning and growth.
• Models the values of Kripalu including service, presence, inquiry, compassion, practice, and integrity.

BENEFITS (Start Day One of Employment)

• Health Insurance
• Dental Insurance
• Vacation, Sick, & Personal Time, Paid Holidays
• Vision
• 403b Retirement Plan
• Flexible Spending and Dependent Care Accounts
• Company Paid Short- and Long-Term Disability
• Company Paid $50,000 Life Insurance Policy
• Free Meals in the Kripalu Dining Hall
• Discounted Purchases in the Kripalu Shop and for Healing Arts Services
• Yoga Classes, and the opportunity to participate in Kripalu Programs