Guest Experience Associate & Content Creator

About the role

The Guest and Event Services Associate will support our SF, East Bay, Napa, and North Bay offices and play a valued role in our growing organization.

Responsibilities

• Greet and assist visitors, ensuring a welcoming environment.
• Handle phone calls professionally, providing accurate information.
• Support event execution, including room reservations, setups, and logistics.
• Manage event-related items (food, rentals, linen, and cabin assignments).
• Coordinate with vendors and staff for smooth operations.
• Oversee guest check-in/check-out and room inspections.
• Manage reservations for rooms and overnight stays.
• Maintain an updated booking calendar and prevent conflicts.
• Coordinate room availability for student programs and events.
• Keep the Welcome area clean, organized, and stocked with brochures.
• Provide guests with local recommendations and information.
• Build positive relationships with guests and staff, collecting feedback.
• Support reception and event paperwork.
• Be knowledgeable about emergency procedures and respond quickly to medical, security, or disaster situations.
• Support creation and distribution of marketing artwork and plans for EHN sponsored events.
• Maintain accurate guest contact list in MailChimp (or the chosen platform being utilized).
• Use the MailChimp platform (or the chosen platform being utilized) to create and distribute monthly newsletter and marketing email blasts as needed.
• Create approved content and manage social media platforms, including but not limited to Instagram and Eventbrite.
• Initiate and support content creation and distribution for social media, website, and promotional items (content creation should not exceed 1 hour a day in total).
• Drive company vehicles onsite to assist with transporting guests and event-related items.

Requirements

• Possess class C driver’s license; class B is a plus.
• Minimum 1 year experience in a guest-facing role in a hospitality, winery, or retail environment.
• Excellent written and verbal communication skills.
• Experience working in a customer service role in a hotel or retreat environment is a plus.
• Proven ability to stay organized, handle multiple tasks and competing priorities, and provide excellent follow-up to meet deadlines.
• Versatility, adaptability, and an enthusiastic willingness to work with changing priorities.
• Comfortable calendaring and setting up in-person and virtual meetings (e.g., Zoom).
• Proficiency in using Microsoft Outlook, Excel, Word, Teams, and the ability to learn new technology platforms.
• Strong interpersonal skills and ability to anticipate the needs of a diverse group of visitors.
• Professional appearance, work ethic, and demeanor.
• Event planning experience is a plus.
• Nonprofit experience is a plus.
• Ability to work on weekends, as needed.
• High level of professionalism and attention to detail.
• Must have or be willing to obtain Responsible Beverage Service training/certification.
• Must have or be willing to obtain Serve Safe Food Handler training/certification.

Expectations for Success in this Role

• Manage multiple calendars for events and LightHouse programs.
• Manage flow of event information to Facilities, F&B, and housekeeping departments.
• Support in the planning, creation, and execution of a variety of guest experiences.
• Create a welcoming environment in the Welcome Pavilion and Gathering House for all visitors.
• Conduct pre-arrival inspection of all cabins and event spaces.
• Create unique VIP welcome amenities.
• Maintain and update local, seasonal events and activities in Napa to give guests reasons to stay with us.

Physical Requirements

• Ability to sit at a desk and perform computer-intensive work for long periods.
• Operate standard office equipment and lift up to 25 lbs.
• Manage physical activities such as standing, bending, stooping, stretching, exposure to sun, heat, cold, rain, and varying environmental conditions.
• Walking and being on your feet for long periods of time.
• Ability to travel and work at offsite location(s) in the Greater Bay Area, as needed.