Community and Guest Services Manager

The Community and Guest Services Manager provides excellent customer service to guests and parties interested in booking rental spaces.  We coordinate with a diversity of groups and individuals in creating meaningful, fun experiences and we prioritize youth serving organizations and institutions as well as fellow non-profits. Additionally, the Community and Guest Services Manager collaborates with fellow staff, volunteers and contractors to implement programmatic opportunities for children, youth, adults and families during the school year.   This is a residential, year-round, salaried position.  The position works a Wednesday - Sunday schedule, including multiple evenings. 

Key Responsibilities

General:

• Contribute to Hidden Villa’s success by using its rental spaces to generate direct income and to support Hidden Villa’s delivery of programs;
• Responsible for all services to the general public and property visitors including farm visits, rentals, and family programming;
• Manage budgets to ensure goals are met and opportunities for fiscal growth are considered and implemented where appropriate.

Facility Oversight:

• Ensure the maintenance and cleanliness of all rental spaces, engaging volunteer labor when possible and support from the Property department and contractors when appropriate;
• Collaborate with the Property and Volunteer departments to plan ahead for future improvement projects that maintain and enhance rental facilities;
• Coordinate with the Summer Camp department to support the transition of rental spaces seasonally;
• Participate in the rotation of on-call weekend managers.

Rental Guests & Hospitality:

• Manage inquiries and booking process for guests and Hidden Villa programs for all rental facilities and outdoor picnic areas;
• Prepare Hidden Villa facilities and staff to receive rental guests in a way that represents Hidden Villa’s
• commitment to a positive guest experience and that, to the best of our ability, meets their specific needs;
• Engage in hospitality and cleaning duties such as sweeping, dusting, laundry, trash removal, etc.

Programs:

• Plan, coordinate and implement educational, cultural, and community-building programs such as Farm Tours and Sheep Shearing
• Manage the collaborative coordination of the Annual Sheep Shearing Festival;
• Oversee website Calendar of Events and participant registration and communications;
• Support staff, contractors and volunteers leading classes, farm tours and organizing events.

Communication and Coordination:

• Organize and distribute a distillation of upcoming facility related activities for internal communication;
• Anticipate potential conflicts for rental facility use and find solutions that best serve Hidden Villa’s organizational health;
• Participate in regular organizational meetings including All Staff Meetings, Managers Meetings, occasional Board Meetings, annual Board Retreat, and other special meetings as the needs arise.
• Arrange additional meetings with program, property, and administration staff as necessary to allow for smooth coordination of facility usage and maintenance.

Marketing:

• Conduct outreach and utilize Hidden Villa’s marketing vehicles to build upon the current base of facility rentals customers;
• Market add-on services to rental groups like facilitated team-building and catering;
• Cross market Hidden Villa’s other services to rental customers;
• Record biographical information of rental facility guests and regularly share this information with the
• Development Department;
• Manage relationships with preferred vendors and promote our preferred vendor list to rental groups.

Staff Management:

• Manage an effective Community and Guest Services team including a Community and Guest Services
• Coordinator and volunteers;
• Supervise staff and provide ongoing training, coaching, and opportunities to take on additional responsibilities;
• Recruit and manage individual volunteers who serve as hostel hosts or maintenance support;
• Coordinate group volunteer projects with the Volunteer Engagement Director.

Administration:

• Create, track, and manage the annual budget for the Community and Guest Services Department;
• Oversee regular administrative tasks like running credit card payments, preparing deposits, reconciling deposits with the Finance Department, processing registrations, and keeping database friendly records of customers.
• Regularly approve timesheet and payroll entries for Community & Guest Services staff.

Candidate Qualifications

QUALIFICATIONS:

• 3-5 years of work experience in hospitality, residential programming, retreat or conference center.
• 2 years experience managing staff in customer service or related field.
• Strong communication, management, and budgeting skills are essential for this position.
• Ability to work with the public in a professional, kind and communicative manner.
• Computer proficiency including email correspondence, document formatting, web-based applications and Google suite.
• Personal commitment to the values of diversity and inclusion.
• A personal commitment to the value of sustainability and environmental stewardship.
• Current valid driver’s license and clean driving record preferred.
• Must possess excellent communication and organizational skills.

PHYSICAL REQUIREMENTS:

• Regular and consistent attendance and the ability to sit and work with hands and arms for at least eight (8) hours per day and five (5) days per week.
• Physical ability to stand, reach, bend, kneel, stoop, climb, walk, crawl, push, pull, and lift items weighing up to 40 pounds.

Terms of Employment

This position is a full-time, residential, exempt position. The compensation for this position is $70,000 per year and includes private onsite housing. This position is fully benefited, including paid time off, health insurance and retirement. All applicants will be required to complete a background check and Live Scan fingerprinting before hire. Due to the nature of Hidden Villa’s operations, work hours may vary.

Hidden Villa is committed to diversity in our workplace and our programs. It is an integral part of our culture. We do not discriminate on the basis of any protected category.

How to Apply

Email cover letter, resume and three professional references to: jobs@hiddenvilla.org.