Guest and Event Services Manager, EHC

POSITION: Guest and Event Services Manager, EHC

REPORTS TO: Senior Director of Hospitality

STATUS: Full-Time, Non-Exempt

JOB CLASSIFICATION: Manager II

UNION ELIGIBLE: No

WORK ARRANGEMENT: 100% Onsite, In-Office 5 Days/Week

REPORTING LOCATION: Napa, CA

SALARY RANGE: $35.90 - $48.72

APPLICATION DEADLINE: Open Until Filled

Founded in San Francisco in 1902, the LightHouse's purpose is to promote the independence, equality and self-reliance of people who are blind or visually impaired. The LightHouse is currently in a period of growth, increasing our capacity to serve more low-vision and blind clients.

*Blind/visually impaired strongly encouraged to apply.

OVERVIEW

The Guest and Event Services Manager will oversee and enhance the hospitality operations at LightHouse for the Blind and Visually Impaired. This role involves managing and expanding the rental business, coordinating events, and supervising Guest and Event Service Associates across multiple locations. The Manager will ensure seamless guest experiences and maintain high standards of customer service and operational efficiency. This role requires a high level of professionalism, attention to detail, and a commitment to fostering an inclusive and welcoming environment for all guests. The Manager will play a crucial role in enhancing the visibility and reputation of LightHouse's hospitality offerings, contributing to the overall mission and success of the organization.

QUALIFICATIONS:

• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
• 3+ years of experience in hospitality management, event planning, or a related field.
• Nonprofit experience is a plus.
• Exceptional organizational skills, including the ability to prioritize and manage multiple projects simultaneously.
• Excellent interpersonal and communication skills.
• Ability to work independently and collaboratively with peers.
• Familiarity with web-based event planning tools such as Eventbrite, Evite, or similar platforms.
• Strong computer technology skills in Microsoft Office Suite: including Outlook, Word, and Excel.

JOB RESPONSIBILITIES:

1. Guest and Event Services Management:

• Provide excellent customer service, demonstrating professionalism and impeccable interpersonal communication skills.
• Develop and implement comprehensive end-to-end event management procedures and related process documentation.
• Plan and execute multi-day guest experiences, corporate meetings, training events, and special events such as receptions, galas, and cultivation events.
• Identify, select, and procure event-related supplies and equipment both online and in-person, ensuring quality, cost-effectiveness, and timely delivery.
• Coordinate and facilitate all aspects of guest services for events, ensuring seamless setup, execution, and post-event follow-up.
• Serve as the primary point of contact with vendors and suppliers, ensuring timely delivery of services and supplies.
• Develop and maintain a list of preferred hospitality vendors and secure vendors for events.
• Ensure thorough inspections of guest rooms upon guest departure.
• Coordinate laundry and housekeeping vendors, ensuring rooms are properly prepared for future guest arrivals.
• Collaborate with building and facilities staff, ensuring emergency protocols and procedures are properly communicated to LH guests. In times of medical emergencies, natural disasters, or other crises, take swift and appropriate action, including alerting Facilities staff, Security, and the on-call staff list. Contact emergency services (911) as necessary.

2. Operational Strategy and Business Development:

• Prepare and execute operational strategies to enhance departmental efficiency and effectiveness.
• Assist the Sr. Director of Hospitality in maintaining budgets, monitoring costs against budget, and assessing costs and outcomes against budget.
• Assist in developing and executing marketing plans to promote the rental facilities. This includes coordinating the creation of promotional materials, managing social media campaigns, and participating in local business and community events to attract new clients.
• Build and maintain positive relationships with potential and existing clients by providing excellent customer service and timely follow-up. Conduct tours of the rental facilities, respond to inquiries, and work with clients to understand their needs and tailor rental solutions to meet their requirements.
• Track and analyze rental business performance, including occupancy rates and client feedback. Prepare regular reports for the Sr. Director of Hospitality on booking trends, revenue, and client satisfaction. Assist in implementing strategies to improve rental occupancy and revenue based on analysis.

3. Administrative Support:

• Provide comprehensive administrative support to the Sr. Director of Hospitality, managing correspondence, scheduling, and other tasks as required.
• Maintain accurate databases and records related to guest services and event coordination.
• Assist with invoice troubleshooting, vendor setup, and coordination with the Finance department.
• Complete all event-related paperwork, including contracts, forms, and permits. Ensure that all documents are accurately completed, properly filed, and comply with organizational policies and legal requirements. Coordinate with clients and vendors to gather necessary documentation and signatures and maintain organized records for easy access and review.

4. Collaboration and Communication:

• Collaborate closely with other departments, particularly Facilities and Communications, to facilitate smooth operations and efficient event execution.
• Support external communications and partnerships, including assisting the LightHouse Communications team with the creation of hospitality collateral.

5. Supervisory Responsibilities:

• Direct, guide, and evaluate the activities of the Guest and Event Associates located in San Francisco, Santa Rosa, and Napa.
• Manage employee timekeeping and conduct approvals for payroll processing.
• Manage team to be highly effective, delegating duties among staff members.
• Provide guidance and approve training opportunities for staff to ensure continuous improvement and professional development.
• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws
• Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

6. Ability to perform other related duties as assigned.

PHYSICAL REQUIREMENTS:

• Must be able to travel independently to all sites as needed
• Sit at a desk and perform computer-intensive work for long periods of time
• Operate standard office equipment
• Ability to carry or transport 30lbs

WORKING CONDITIONS:

LightHouse is an equal opportunity employer. LightHouse policy and the law prohibit discrimination and harassment based on an individual's race, ancestry, religion or religious creed (including religious dress and grooming practices), color, age (40 and over), sex, gender, sexual orientation, gender identity or expression, genetic information, national origin (including language use restrictions), marital status, medical condition (including cancer and genetic characteristics), physical or mental disability (including HIV and AIDS), military or veteran status, pregnancy, childbirth, breastfeeding and related medical conditions, denial of Family and Medical Care leave, height and weight, or any other classification protected by federal, state, or local laws, regulations, or ordinances. Our policy and the law prohibit co-workers, third parties, supervisors, and managers from engaging in such conduct.

LightHouse personnel are employed on an at-will basis. Employment at-will means that the employment relationship may be terminated, with or without cause and with or without advance notice at any time by the employee or the Agency.

We strive to maintain a scent-free environment and a drug-free workplace. Employees are expected to behave in accordance with these objectives.

All employees at LightHouse are hired for an indefinite and unspecified duration and consequently, no employee is guaranteed employment for a specified length of time. Employment is at the mutual consent of the employee and LightHouse. Accordingly, either the employee or LightHouse can terminate the employment relationship at any time, with or without cause ("employment at will").

HOW TO APPLY:

Please submit a cover letter and resume as Word attachments (no. PDFs please), along with the completed employment application (downloads in a Word document), to HR@lighthouse-sf.org, including the job title in the subject line.

To fill out the application, please enable editing in the document. We will not consider videos or hyperlinks to online profiles. Due to time constraints, we will only respond to complete submissions in which there is serious interest, thanks for your understanding.