Operation Support Associate - Front Desk

1440 Multiversity; Scotts Valley (CA); On-site; USD 42,000 - 56,000; Full time

Job summary

1440 Multiversity is a charitable organization in Scotts Valley, CA, seeking an Operations Support Associate to support multiple campus departments with a focus on guest satisfaction and efficient operations.

Responsibilities include guest check-in/out, food and beverage support, event setup, and cross-department collaboration to uphold high service standards and immersive experiences. Strong hospitality, communication, and basic accounting are valued.

Qualifications

• Education and experience requirements for hospitality, POS, service industry, non-profit, health and wellness, accounting, and AV.
• Strong communication and guest-service orientation.
• Basic math and budgeting skills.
• Ability to work across departments and with a high-energy team.
• Bilingual in Spanish and English (preferred).

Responsibilities

• Delight guests before and during their stay through courteous communication and registrations.
• Maintain guest experience procedures, sales, pre-arrival tasks, check-in, guest finance, and remunerations per policy.
• Recommend items to guests and act as SME on menu, retail, and product features.
• Gather feedback and insights from faculty, guests, and programs.
• Resolve guest concerns and escalate to supervisors as needed.
• Prepare and serve hot and cold food and beverages.
• Build relationships with other departments to ensure a safe, clean, relaxing environment.
• Manage guest arrivals and departures with a welcoming presence.
• Monitor guest communications via email, live chat, and other channels.
• Run night audits and prepare end-of-day reports; reconcile accounts at high detail.
• Perform general bookkeeping and maintain guest-account accuracy.
• Assist guests with reservations changes; respond to emails with information and confirmations.
• Answer questions regarding rooms, facilities, rates, and events.
• Knowledge of farm-to-table, natural foods and trends in food service.

Skills

Hospitality

Front desk

Customer service

POS systems

Non-profit experience

Health & Wellness

Accounting basics

Event support

Education

GED or High School Diploma

Certificate from college/technical school (preferred)

Job description

About the Role

1440 Multiversity is a 501(c)(3) charitable organization committed to creating hope for living well. We are continually active in our programming and work hard to fulfill our mission of creating hope for living well. This role is best served by a person with a passion for deep hospitality - a term defined as an authentic and genuine love for others. You will work among a driven team of unique and diverse thinkers that share a similar like-hearted approach to the dedicated service and well-being of others. We expect our team members to uphold our standards and with belief that they are the most valuable resource to accomplishing our work. If you thrive in a high-energy organization, developed an interest in your own personal well-being, are committed to seeing others flourish and thrive, have an appreciation for the outdoors, believe in upholding high service standards, an empowered thinker and problem-solver, and are willing to co-create a positive work culture of belonging and unity you will likely be a great fit to thrive within our organization.

All 1440 team members are required to passionately model the organization's charitable purposes and immersive learning experiences. The expectation is that you will make a positive difference within our organization by stimulating sensory-experiences for your fellow 1440 team members, our guests, and in our community by demonstrating the highest level of hospitality, story-telling ability, and professionalism that advances our mission and vision.

Summary: The Operations Support Associate is responsible for working in various departments throughout the campus, providing support as needed for all areas of the organization, focusing on guest satisfaction and efficient operations.

Essential Responsibilities will include the following, and other duties may be assigned.

Mission Vision and Values Duties:

• Mission: A learning destination where energy, discovery, and creativity flourish.
• Vision: Creating hope for living well.
• Learning Pillars:
  • Live Well; Lead Well; Love Well; Work Well; Wonder Well

Guest Experience and Front Desk Duties:

• Guest Experience Duties:

  • Creates a delightful experience for guests before and during their stay through different areas of communication by taking registrations and responding courteously, and welcoming on the phone, online, and in person at all times.
  • Ensures that all Guest Experience procedures, sales, pre-arrival back-office tasks, check-in, guest finance, and remunerations are maintained in accordance with established policy, procedure, and budgetary constraints.
  • Recommends items that might appeal to guests while acting as a subject matter expert on menu items, retail items, and product features. Provides insights into solutions that will improve shop offerings and maximize sales.
  • Gathers feedback, concerns, and helpful insights observed or reported while supporting faculty, guests, and programs.
  • Efficiently and effectively resolves customer concerns while referring major guest concerns, questions, or unusual requests to the appropriate supervisor.
  • Prepares and serves hot and cold food and beverages.
  • Establishes excellent working relationships with other departments to deliver a safe, clean, and relaxing environment and guest experience.
  • Establishes close connections and maintains deep hospitality with guests starting with greeting and directing on the drive during guests' arrival and departure.
  • Monitors and proactively communicates with past, present, and future guests through email, live chat, Medallia concierge, etc.
  • Runs night audits verifying that all revenue and expenses were claimed and prepares end-of-day reports for the next day's work, including reconciling accounts at a high level of detail.
  • Produces general bookkeeping; ensures all hotel guest account information is accurate and up-to-date.
  • Assists guests in making, altering, or canceling reservations; responds to emails with reservation information, confirmations, and additional details.
  • Answers questions regarding rooms, facilities, rates, and events.

Food and Beverage Support Duties:

• Demonstrates a high level of knowledge in farm-to-table, natural foods and remaining current regarding food service and cuisine trends

Program Experiences Support Duties:

• Reviews production assignment schedules and provides prompt set up and tear down support for equipment or supplies for assigned events, breaks, and bars for all areas of 1440's operations.

Qualifications: Successful individuals who perform the responsibilities of this position must perform their essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and abilities required. Reasonable accommodations may be made to assist individuals with disabilities to perform the functions required of the position.

• Education:
  • Required: High school diploma or general education degree (GED).
  • Preferred: One-year certificate from college or technical school.
• Experience:
  • Required: Experience in a position that focuses on the Hospitality, Point of Sales, Service Industry, Non Profit, Health and Wellness, Accounting, Audio Video industry.
• Language Requirements:
  • Preferred: Bilingual in Spanish and English.
• Language Skills: Must possess the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Writes routine reports and correspondence and speaks effectively before groups of guests or employees of the organization.
• Mathematical Skills: Must have the ability to add, subtract, multiply and divide into all units of measure, using whole numbers, common fractions, and decimals.
• Reasoning Ability: Must possess the ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions while dealing with problems involving a few concrete variables in standardized situations.
• Business Acumen: Must understand the business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals; demonstrates understanding of current role and job responsibilities. Acts with accountability while committing to achieve 1440's financial goals and mission objectives.
• Computer Skills: Must have knowledge of Internet software, and Microsoft Suite of Products, Adobe Creative Cloud and type 50 WPM.

AAP/EEO Statement:

1440 Multiversity provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, 1440 Multiversity complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

1440 Multiversity expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of 1440 Multiversity's employees to perform their job duties may result in discipline up to and including discharge. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.