Community & Guest Services Manager

$66,560 - $66,560/Yr

Hidden Villa - Los Altos Hills, CA

Full-time - Mid Level

Los Altos Hills, CA

Educational Services

About the position

The Community and Guest Services Manager plays a pivotal role in providing exceptional customer service to guests and parties interested in booking rental spaces at Hidden Villa. This position is dedicated to coordinating with a diverse range of groups and individuals to create meaningful and enjoyable experiences, with a particular focus on youth-serving organizations and fellow non-profits. The manager will work collaboratively with staff, volunteers, and contractors to implement programmatic opportunities for children, youth, adults, and families throughout the school year. This is a residential, year-round, salaried position that operates on a Wednesday to Sunday schedule, including multiple evenings. In this role, the manager will contribute to Hidden Villa's success by utilizing its rental spaces to generate direct income while supporting the delivery of various programs. Responsibilities include overseeing all services provided to the general public and property visitors, managing budgets to ensure financial goals are met, and considering opportunities for fiscal growth. The manager will also ensure the maintenance and cleanliness of rental spaces, engaging volunteer labor and collaborating with the Property department for future improvement projects. The Community and Guest Services Manager will manage inquiries and the booking process for guests, ensuring that Hidden Villa facilities and staff are prepared to provide a positive guest experience. This includes engaging in hospitality and cleaning duties as necessary. Additionally, the manager will plan and implement educational, cultural, and community-building programs, oversee the website Calendar of Events, and support staff and volunteers in leading classes and organizing events. Effective communication and coordination with internal teams are essential to anticipate potential conflicts and ensure smooth facility usage. Marketing efforts will also be a key responsibility, as the manager will conduct outreach to build the customer base for facility rentals and promote add-on services. Staff management is another critical aspect, as the manager will supervise a team, provide training, and coordinate volunteer projects. Administrative tasks such as budget management, processing registrations, and payroll entries will also fall under this role. Overall, the Community and Guest Services Manager is integral to enhancing the guest experience and supporting Hidden Villa's mission.

Responsibilities

• Contribute to Hidden Villa's success by using its rental spaces to generate direct income and support program delivery.
• 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.
• Ensure the maintenance and cleanliness of all rental spaces, engaging volunteer labor when possible.
• Collaborate with the Property and Volunteer departments to plan for future improvement projects.
• Coordinate with the Summer Camp department to support the seasonal transition of rental spaces.
• Participate in the rotation of on-call weekend managers.
• Manage inquiries and booking process for guests and Hidden Villa programs for all rental facilities.
• Prepare Hidden Villa facilities and staff to receive rental guests, ensuring a positive experience.
• Engage in hospitality and cleaning duties such as sweeping, dusting, laundry, and trash removal.
• Plan, coordinate, and implement educational, cultural, and community-building programs.
• 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 and organizing events.
• Organize and distribute a distillation of upcoming facility-related activities for internal communication.
• Anticipate potential conflicts for rental facility use and find solutions.
• Participate in regular organizational meetings and arrange additional meetings as necessary.
• Conduct outreach and utilize marketing vehicles to build the customer base for facility rentals.
• Market add-on services to rental groups and cross-market Hidden Villa's other services.
• Record biographical information of rental facility guests and share with the Development Department.
• Manage relationships with preferred vendors and promote the preferred vendor list to rental groups.
• 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 for additional responsibilities.
• Recruit and manage individual volunteers and coordinate group volunteer projects.
• Create, track, and manage the annual budget for the Community and Guest Services Department.
• Oversee regular administrative tasks like running credit card payments and preparing deposits.

Requirements

• 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.
• 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.
• Excellent communication and organizational skills.

Nice-to-haves

• Experience in non-profit organizations.
• Familiarity with event planning and coordination.
• Knowledge of community engagement strategies.

Benefits

• Private onsite housing.
• Paid time off.
• Health insurance.
• Retirement benefits.