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 Associate is a member of the Guest Services team responsible for supporting a welcoming, seamless, and service-oriented guest experience throughout each guest’s stay at Kripalu. This role supports guest arrivals and departures, reservations, program enrollment, Healing Arts appointments, payment processing, and general guest inquiries. Working closely with colleagues across Guest Services and other departments, the Front Desk Associate provides accurate information, addresses guest needs, and coordinates appropriate follow-up to support a positive and well-organized experience. The position requires strong customer service, attention to detail, sound judgment, and the ability to remain calm and responsive in a dynamic hospitality environment.

KEY RESPONSIBILITIES

• Guest Welcome and Check-In/Check-Out (25%): Greets arriving, departing, and current guests in a warm, welcoming, and service-oriented manner; completes check-in and check-out procedures accurately; updates guest records; and provides information and materials to help guests navigate Kripalu’s facilities, grounds, programs, and services.

• Reservations and Appointment Management (20%): Creates, modifies, and cancels guest reservations, program enrollments, and Healing Arts appointments; verifies relevant details; maintains accurate system records; and communicates reservation information clearly to support an organized guest experience.

• Guest Inquiries and Service Recovery (20%): Responds to guest questions, requests, and concerns in person and by phone; researches issues, identifies appropriate solutions, and coordinates with relevant colleagues or departments to resolve concerns promptly and professionally.

• Payments and Financial Transactions (15%): Receives and processes guest payments, records transactions accurately, and handles cash and other payment methods in accordance with established financial policies and procedures, maintaining 100% compliance with applicable cash-handling requirements.

• Program, Service, and Facility Information (10%): Provides accurate information about Kripalu programs, Healing Arts treatments, amenities, facility features, and hours of operation; assists guests in identifying appropriate resources and services; and directs inquiries to the appropriate team members when additional support is needed.

• Operational Procedures and Work Area Maintenance (5%): Follows established Guest Services policies, procedures, and standard operating practices, including opening and closing procedures; maintains a clean, safe, organized, and adequately stocked work area; and supports accurate and consistent completion of daily operational tasks.

• Safety and Emergency Response (5%): Responds to emergencies and safety concerns in accordance with Kripalu policies and Guest Services procedures; communicates relevant information to appropriate personnel; and supports the safety and well-being of guests, employees, and visitors.

Responsibilities may evolve based on organizational needs. Other duties may be assigned by Guest Services management.