Guest Experience Associate

About Inn on the Russian River

Recently under new ownership, Inn on the Russian River is an 11 room boutique inn providing a charming, relaxing, and joyful experience for our guests. On the banks of the Russian River, our property boasts a large outdoor terrace with a fireplace, a river dock, apartment style rooms with private balconies, and of course our famous cotton candy machine!

The majority of our guests have been visiting this property for years, sometimes decades, and we strive to continue to build upon their experience and offer them an amazing stay every time.

As a family-run business, we treat our guests like family! We offer our repeat customers special perks like customized tote bags with their names and other fun gifts. Plus, all of our guests can enjoy baskets of treats in their room when they are celebrating an event with us, as well as free popcorn, cotton candy, and s’mores kits.

Inn on the Russian River isn’t just a place to stay, it’s a place to have fun, connect with family and friends, and enjoy the beauty of the Russian River.

About the Guest Experience Associate

At Inn on the Russian River, elevated guest services is key to driving our business forward. This role is the first point of contact for our guests, and we are seeking an enthusiastic individual who has a passion for creating stellar guest experiences.

Daily Responsibilities:

• Inspect the property for trash, debris, animal droppings, guest’s left items, etc. and clean up accordingly
• Ensure reception is an inviting place free of clutter, trash, cobwebs
• Prep the property and rooms for guest arrival, including but not limited to: ensuring all rooms are in fantastic condition, making popcorn in the popcorn machine, updating our event calendar, making celebration baskets, writing welcome notes, setting up the fireplace for ease, putting together s’mores kits, placing flowers the rooms, and more.
• Promptly answer emails with correct information
• Accurately handle reservation requests via email, phone, and in-person while keeping a cheery and professional demeanor
• Give tours of the property when guests are checking in, ensuring they know about our amenities and facilities
• Handle guest requests and complaints (either in person or using our guest texting software) with efficiency
• Hang parting gifts on room doors before the end of every shift
• Check the mail, open packages
• Provide information about the inn, local attractions, and sightseeing recommendations
• Post at least one social media post during your shift, with the approval of the Manager
• Maintain digital file organization using Google Drive
• Collaborate with the Manager and Owner to create stellar guest experiences

Special Event Responsibilities:

Inn on the Russian River is a popular location for weddings and events, and at times we host special events on our property for our guests to partake in. The Guest Services Associate’s role will:

• Provide information about hosting weddings and events at the inn to those that inquire
• Give property tours to prospective wedding couples, sharing accurate information and encouraging them to book with us
• Communicate with wedding coordinators and couples, ensuring inn policies are understood and abided by
• Keep all event contracts and documentation organized in Google Drive
• Assist with weddings the day-of, help directing guests and vendors, and making yourself available for any requests, questions, or issues
• On wedding nights, staying at the inn until all vendors have left (sometimes as late at 12am/midnight) and ensure nothing is left on the property
• Collaborate with the Manager and Owner on fun special events that the inn can host to drive bookings, assisting the Manager on the creation and management of these events

Requirements:

• Excited to be more than just a receptionist with a desire to make our guests’s experience truly unique and fun
• High school diploma or equivalent experience required. Strong written communication, basic math, and computer literacy are essential for success in this role.
• At least 2 years in a customer service role
• Must be able to read, write and speak English to communicate effectively with guests and vendors
• Must maintain a neat, clean, odor-free, and professional appearance
• Ability to work a flexible schedule that will include evenings, weekends and holidays
• Time management skills as well as reliable transportation
• Proficiency in Google Drive, Microsoft Outlook, Mac Computers
• Excellent communication skills via phone, written, and in person
• Ability to multitask, stay organized, and keep a cheerful demeanor in times of stress
• Strong attention to detail and problem solving skills
• Ability to learn quickly and work independently as well as with a team
• Ability to stand, sit, and walk for an extended period of time
• Occasionally lift items up to 30 pounds (reasonable accommodations will be made for individuals with disabilities to perform essential job functions)

Preferred Skills and Assets:

• Experience with hotel property management systems and extranets (we currently use Cloudbeds PMS and are listed on Expedia, Booking.com, Airbnb, and HotelTonight)
• Conversational or basic Spanish
• Associate’s or Bachelor’s degree

Schedule and Shifts:

We are seeking to hire someone promptly, in a part-time capacity of 20 hours per week. Preferably Monday and Tuesdays 9am-6pm (with an hour lunch), Friday 3pm-7pm. This role has the opportunity to grow into a full-time position, with a pay raise, by May 2025.

To apply, fill out the application on really.com and provide a resume, 3 professional references, and answer the question “Inn on the Russian River is known for its fun and welcoming atmosphere. What excites you most about this role and working at our inn? How do you see yourself contributing to the guest experience?”

Applications will be reviewed as submitted.

Inn on the Russian River is an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. All hiring decisions are based on merit and job-related qualifications.

Job Type: Part-time

Pay: From $18.00 per hour

Expected hours: 20 per week

Schedule:

• Day shift
• Evenings as needed
• Evening shift
• Holidays
• Morning shift
• Weekends as needed

Work Location: In person

Salary : $18