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.

Qualifications

Required Qualifications

• High school diploma or equivalent.

• Previous customer service or hospitality experience, preferably in a hotel, resort, retreat center, or other guest-facing environment.

• Strong verbal communication and active listening skills, with the ability to assist guests in person and by phone for extended periods.

• Basic math skills and the ability to accurately process payments and handle cash.

• Proficiency with Microsoft Office applications, particularly Outlook, Excel, and Word, and the ability to learn reservation and guest management systems.

• Ability to follow established procedures, maintain accurate records, and manage multiple tasks in a busy service environment.

• Ability to lift up to 50 pounds, with or without reasonable accommodation.

• Availability to work opening or closing shifts, weekends, and some holidays.

Preferred Qualifications

• Previous front desk, hotel, resort, reservations, or guest services experience.

• Experience using property management systems, reservation platforms, or point-of-sale systems.

• Experience resolving guest concerns and coordinating service recovery in a hospitality setting.

PERSONAL ATTRIBUTES

• Guest-Centered and Compassionate: Demonstrates warmth, patience, and genuine care when interacting with guests, seeking to understand their needs and create positive experiences.

• Clear and Collaborative Communicator: Communicates information accurately and respectfully, listens actively, and builds effective working relationships with guests and colleagues across departments.

• Calm and Solutions-Oriented: Maintains composure in a fast-paced environment, prioritizes competing requests, and exercises sound judgment when responding to guest concerns or unexpected situations.

• Accurate and Trustworthy: Demonstrates integrity, attention to detail, and accountability when handling payments, maintaining guest records, and following established policies and procedures.

• Adaptable and Team-Oriented: Responds effectively to changing priorities, supports the needs of the Guest Services team and broader organization, and approaches new tasks as opportunities to learn.

• Committed to Inclusion and Kripalu’s Values: Contributes to an environment of belonging and demonstrates respect for equity, diversity, and individual differences while modeling Kripalu’s values of service, presence, inquiry, compassion, practice, and integrity.

BENEFITS

Benefits begin on the first day of employment and include:

• Health insurance

• Dental insurance

• Vision insurance

• Vacation, sick, and personal time

• Paid holidays

• 403(b) retirement plan

• Flexible spending and dependent care accounts

• Company-paid short-term and long-term disability insurance

• Company-paid $50,000 life insurance policy

• Free meals in the Kripalu Dining Hall

• Discounts on purchases in the Kripalu Shop and Healing Arts services

• Yoga classes and opportunities to participate in Kripalu programs

Kripalu is deeply committed to diversity in all forms; we are an equal opportunity employer and do not discriminate in employment and personnel practices on the basis of race, color, religion, sex, sexual orientation, military status, national origin, age, disability or genetic information, or any other basis prohibited by applicable law.

This position is not eligible for sponsorship, and Kripalu is unable to support an Optional Practical Training (OPT) or Curricular Practical Training (CPT) program. Kripalu is interested in every qualified candidate who is eligible to work in the United States.