Guest Services Associate

Position Summary

The Guest Services Associate is the relational and logistical heart of the participant experience at BBRC. This is a fully on-site role that requires genuine warmth, sharp attention to detail, and the ability to hold many moving pieces at once across the arc of a retreat.

You will manage room assignments and lodging logistics, oversee dietary and accessibility needs, support guests from registration through arrival, and anchor the day-to-day guest experience across Open Registration retreats, rental programs, and community events. This role works closely with the Registrar, the Program Production Manager, Operations, and Dining Services.
 

About BBRC

Big Bear Retreat Center is a residential retreat center that provides space for mindfulness, compassion, respite, and healing with the purpose of fostering individual and collective transformation and illuminating our interconnectedness with nature, one another, and society. We do this by offering a mix of silent Insight Meditation retreats, and by partnering with organizations supporting various communities including BIPOC, LGBTQIA+, first responders, veterans, and mindfulness communities. 

Big Bear Retreat Center is located a 2.5-hour drive from Los Angeles, nestled in the ancient Juniper forests of the San Bernardino Mountains at a 7,000-foot elevation (four mountain seasons) near the town of Big Bear Lake in Southern California. BBRC is immersed in nature located amidst about 100 acres of forested land with direct access to several hiking trails connected to the property. With an emphasis on inclusion and accessibility, our Center provides a refuge for people of all faiths and walks of life.

BBRC Mission

Big Bear Retreat Center is a residential retreat center that provides space for mindfulness, respite, and healing with the purpose of fostering individual and collective transformation and illuminating our interconnectedness with nature, one another, and society.

Role and Responsibilities

• Manage room assignments and lodging charts, including manual placements based on accessibility needs, preferences, and room-share requests.
• Oversee dietary and accessibility information across all registrations, coordinating with Dining Services and Operations to ensure every guest's needs are met.
• Respond to guest questions and requests via email, phone, and text throughout the retreat cycle.
• Coordinate room-share requests, including communication with teachers and program staff for approvals.
• Conduct pre-retreat registration reviews to catch overlooked information, verify room chart accuracy, and prepare arrival materials.
• Anchor arrival day operations, including fielding last-minute guest questions, managing no-shows, and supporting a smooth check-in experience.

Role Requirements

• Working knowledge of Retreat Guru or comparable retreat management software; Retreat Guru experience strongly preferred.
• Warm, clear, and professional communication with guests and colleagues.
• Strong organizational skills and comfort managing multiple data streams simultaneously.
• Experience in guest services, hospitality, retreat coordination, or a related field.
• Familiarity with accessibility accommodation or dietary coordination in a residential setting preferred.
• Calm and solutions-oriented under pressure, particularly during pre-retreat and arrival windows.
• Committed to a fully on-site presence in Big Bear, California.

Employee may experience the following physical demands for extended periods of time: 

• Sitting, standing, walking
• Working at a computer or on calls
• Bending, reaching, kneeling
• Driving golf cart

Flexibility:

• BBRC functions best when all staff work toward the common mission. With this in mind, this job description is not intended to cover or contain an all-encompassing listing of activities, duties or responsibilities that may be required. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice based on BBRC’s and your team’s needs.

Big Bear Retreat Center is an equal opportunity employer. At BBRC we celebrate diversity and are committed to creating an inclusive environment for all.