Guest Experience Associate & Content Creator

POSITION: Guest Experience Associate, & Content Creator

REPORTS TO: Guest and Events Services Manager

STATUS: Full-Time

JOB CLASSIFICATION: Associate II

UNION ELIGIBLE: Yes

WORK ARRANGEMENT: 100% onsite (Napa) (overnights as needed)

LOCATION: EHN

SALARY RANGE: $23.33/hr - $30.55/hr 

APPLICATION DEADLINE: Open Until Filled

About the LightHouse 

Founded in San Francisco in 1902, the LightHouse’s vision is a world where blind and low vision people flourish, and its mission is to promote independence, community, and equity created by and with blind and low vision people. 

LightHouse Values 

• Blindness Positivity: We take pride in our ability to navigate our lives as blind and low vision people. 
• Disability Justice: We recognize the inherent worth of every person and commit to advancing equity and interdependency. 
• Inclusion: We believe that everyone deserves the opportunity to belong and live to their full potential, encompassing their identities, backgrounds, and abilities. 
• Excellence: We provide the highest-quality services and products, and we continuously learn, improve, and innovate. 
• Empowerment: We encourage self-determination, independence, and autonomy. 
• Compassion: We make efforts to understand one another, and we treat every person with dignity and respect.

OVERVIEW 

LightHouse for the Blind and Visually Impaired, headquartered in downtown San Francisco, is looking for a full-time Guest and Event Services Associate to support our SF, East Bay, Napa, and North Bay offices and to fill a valued role in our growing organization.

QUALIFICATIONS: 

• 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, 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 (i.e., Zoom).
• Proficiency in using Microsoft Outlook, Excel, Word, Team 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.
• Attention to detail
• Must have or being willing to get Responsible Beverage Service training/certification
• Must have or being willing to get Serve Safe Food Handler training/certification

JOB RESPONSIBILITIES:

• Greeting and assisting 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.
• Assist with event paperwork and interdepartmental documentation.
• Be knowledgeable about emergency procedures.
• Respond quickly to medical, security, or disaster situations, contacting the necessary authorities.
• 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. Must partner with Communications to adhere to guidelines. Content Creation should not exceed 1 hour a day in total.
• Initiate and support content creation and distribution for social media, website and promotional items
• Personal device or company computer may be used, as needed.

• Drive company vehicles onsite to assist with transporting guests and assist with transporting other event related items.
• Ability to do overnight shifts as needed for coverage.

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 our guests reason 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.

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.

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