Jug Handle Creek Farm & Nature Center
GUEST SERVICES COORDINATOR (GSC)
Job Description
Location: 15505 N. Hwy. 1, Box 17, Caspar, CA 95420 (Must reside within a 20-minute drive)
Our Vision
We envision a future where the diversity of the natural world and humanity flourish – together.
About Jug Handle Creek Farm and Nature Center
Jug Handle Creek Farm and Nature Center (JHNC) is a nonprofit retreat and nature education center located on 33 acres along the Mendocino Coast. We offer affordable lodging and camping for nature lovers, environmental education programs, and event spaces for retreats, school groups, and special gatherings. Booking revenue funds our mission of environmental stewardship, education, and community engagement.
Among meadows and forests, we have the capacity for up to 142 guests. Our facilities include a large Victorian farmhouse with seven bedrooms; the adjacent Top of Hill Meeting Room and auxiliary spaces; three rustic cabins; two new cottages; a Bunkhouse with four guestrooms, a shared kitchen and large meeting room; eleven campsites with two adjacent bathroom buildings for up to 100 campers; a Native Plant Nursery and other miscellaneous outbuildings.
The Guest Services Coordinator (GSC), who reports to the Executive Director (ED), plays a critical role in ensuring the smooth operation of our lodging, event spaces, and guest experience. This position requires a highly organized, proactive, and guest-focused individual who can juggle multiple responsibilities in hospitality management, operations, customer service, housekeeping coordination, and facility oversight, including daily management of the Guest Host (GH) and Housekeepers (HK). All work is to be performed as outlined Jug Handle Creek Farm and Nature Center policies and protocols.
Key Responsibilities
Guest Services & Hospitality Coordinator
Serve as the primary point of contact for all guests to ensure a welcoming and seamless experience from booking to checkout.
Respond promptly and professionally to inquiries via email, phone, text, and online booking platforms (Airbnb, Book-It-Now, Hipcamp, direct reservations).
Provide detailed information about accommodations, amenities, house rules, guest/camper safety policy, check-in/check-out procedures, and local attractions.
Troubleshoot and resolve guest issues (including late check-ins, lost keys, maintenance concerns, or complaints) with diplomacy and efficiency.
Monitor guest reviews and feedback, address concerns and using insights to enhance services.
Serve as an onsite point person along with Guest Host for urgent matters both during and after hours to coordinate response (medical incidents, power outages, extreme weather, etc.)
Reservations & Booking Platform Coordinator
Maintain an accurate and up-to-date booking calendar across multiple platforms, including group rentals, special event bookings, community engagements across multiple calendars.
Process cancellations, modifications, and refunds per JHNC policies.
Generate reports on occupancy, revenue, and booking trends for ED and Board review.
Provide site tours and personalized assistance to group event planners (weddings, retreats, reunions, school trips, community events) to ensure smooth logistics.
Support the ED, the Environmental Education Coordinator (EEC) and the Naturalist/Nursery Staff (NNS) in scheduling, planning, and executing JHNC-hosted educational programs and community events, including handling payments.
Serve as the point person along with Guest Host (GH) after bookings and during large events on the property, including sharing knowledge of facility guidelines with guests and ensuring their cleanup post-event.
Guest Host & Housekeeper Scheduling/Coordination
Schedule, assign, and oversee work for the Guest Host and Housekeepers to ensure they fulfill their responsibilities in cleaning, guest communication, property oversight, and issue resolution.
Review and approve the Guest Host’s timesheets at the end of each pay period to ensure accuracy before submission for payroll processing.
Schedule, coordinate and check-in with Guest Host and Housekeepers to ensure timely turnover of cabins, bunkhouses, and campground facilities.
Communicate daily updates on bookings and cleaning schedules.
Conduct routine inspections to ensure all guest areas (including bathrooms, kitchens, and common spaces) are stocked, clean, and operational.
Maintain inventory and order supplies for linens, cleaning supplies, guest amenities.
Assist with cleaning duties in emergency situations (such as last-minute staff absences).
Management of the Tip Share system and associated Venmo account, maintain a record of the amount and allocate to staff at the end of each pay period based on housekeepers’ hours worked.
On-Call Expectations & Emergency Response
The GSC and GH share the responsibility for being on call for guest issues during business hours from 8am to 8pm 7 days a week, with occasional, urgent calls later into the evening, including answering calls, troubleshooting issues remotely, and responding to urgent onsite situations.
Emergencies outside these hours should be addressed only when critical, such as major facility damage, safety concerns, or urgent guest incidents like a lost key or an injury.
When unavailable, coordinate with Facilities/Safety Coordinator (FSC), Guest Host (GH) or other designated staff to ensure coverage.
GSC to remain within cell service range and be reachable for urgent matters during all scheduled on-call hours.
Notify FSC if there are maintenance or life/safety issues that need to be corrected or addressed (e.g., smoke alarms, security lighting, fire extinguishers inspections, wood stove and repairs.)
Be a responsible team member to ensure that JHNC is a safe place for visitors’ day and night.
Be alert to unauthorized use of the facilities and contact the Executive Director and local law enforcement authorities as needed to maintain security.
In an emergency, follow JHNC policies and provide quick solutions to ensure guests comfort and safety is met.
Participate in all trainings and meetings, and demonstrate an ability to work with Facilities/Safety Coordinator (FSC) and the Executive Director (ED) to understand and follow JHNC Safety Policies, including, but not limited to:
o Illness and Injury Prevention Program.
o Procedures and policies outlined in the Emergency Action Plan, including working with staff and guests in an emergency situation (medical, fire, severe weather, power outage, etc.)
o Procedures and policies outlined in the Hazard Communications Plan regarding hazardous materials.
o Workplace Violence Prevention Plan.
Work with the Facilities/Safety Coordinator to keep supplied all First Aid kits and equipment, room evacuation signs, fire extinguishers and other needs to keep guests safe.
Become certified in First Aid, CPR, Narcan training and others as outlined in JHNC policies.
Be the designated First Aid responder as scheduled.
Operations & Maintenance Coordination
Identify and report minor and major maintenance and repair issues (e.g., plumbing, locks, heating, lighting) as they arise to FSC and ED.
Keep signage and guest information up to date around the property, and coordinate with FSC on larger signs or notifications.
Maintain key inventory and security protocols for all lodging spaces.
Administration & Software Management
Attend Staff Meetings and trainings as scheduled by the ED.
Meet as scheduled with the ED to report on guest services, staffing, and operational needs.
Provide a monthly occupancy tax (TOT) financial report of all bookings for Treasurer as documentation for JHNC’s quarterly TOT payment.
Responsible for collecting and depositing cash and check payments for JHNC into the proper accounts. Includes checking the mailbox and routing as required.
Maintain updates of the Ooma Virtual Receptionist phone system.
Maintain current rates and update information on all booking platforms (Air Bnb, Book it now, Hipcamp, Jughandle Website)
Provide updates to the website, social media, and online listings per ED.
Document work tasks and hours complete and provide to ED each pay period with timesheets for yourself and GH, including taking required breaks and clocking in and out for each lunch break.
Accept and follow all JHCF Policies as outlined in the JHNC Handbook/Safety Policies, including ongoing updates as notified.
Software & Platforms the GSC Should Be Experienced With (or Willing and Able to Learn):
Reservations & Booking: Airbnb, Book-It-Now, Hipcamp, Ooma, TOT Financial Report
Internal Communication: Microsoft 365, Google Calendar,
Office & Reporting: Google Sheets, Google Docs, Microsoft Word and Excel
Website & Marketing: Square.com (for website updates), Canva (for promotional materials), social media platforms (Facebook, Instagram)
Qualifications & Skills
Required
Must reside within 20 minutes of Jug Handle Creek Farm and Nature Center.
High School Diploma and 5+ years of experience in hospitality management, guest services, or lodging operations.
Strong organizational and time management skills.
A good service ethos and a can-do, proactive, energetic attitude towards your work and people.
Experience scheduling and supervising staff.
Excellent customer service, communication skills, and ability to handle high stress.
Ability to work independently while effectively coordinating with staff and management.
Health and safety awareness and knowledge.
Strong communications and problem-solving skills, who can resolve issues of all kinds for guests to their satisfaction.
Courtesy and professionalism with guests and staff.
Attention to detail with the ability to prioritize.
Honesty and integrity.
Must possess a valid driver’s license, reliable vehicle, good driving record, current vehicle registration and up-to-date vehicle insurance.
Must possess a cell phone for calls, email, and text messages, and be willing to install Apps as required to work at JHNC.
Comfortable using technology: booking platforms, Google Suite, and Microsoft Office.
Preferred
Experience in housekeeping management and staff coordination.
Knowledge of basic maintenance and repair tasks.
Familiarity with Mendocino Coast tourism and outdoor recreation opportunities.
Bilingual with ability to read and write in English/Spanish a plus.
Physical Demands & Working Environment
The physical demands to successfully perform the essential functions of this job.
Be willing to work both inside and outside in varying weather conditions and situations.
Ability to lift and carry 25 lbs., climb stairs and hills on the property, and walk on uneven terrain.
Compensation & Benefits
Pay : $30/hour for active work (on-site and administrative duties). $22/hour for on-call hours. If responding to a call, pay is $30/hour. Varies seasonally.
Hours: Half-time to three-quarter time (approx. 24-30 hours per week for active work and 10-12 hours on call), including some overtime, weekends and holidays. Flexibility required for seasonal fluctuations, guest needs and event bookings.
Benefits: Vacation, and sick leave per JHNC employment policies. Individual may participate in California’s CalSavers retirement savings program. This position does not provide medical or dental benefits.
Work Perks & Additional Benefits:
o Flexible scheduling with the ability to work remotely when handling administrative tasks.
o Immersion in nature! Work in a 33-acre coastal retreat surrounded by hiking trails, meadows, and forests.
o Engaging & Mission-Driven Work: Be part of a team that values sustainability, education, and community building.
o Opportunities for growth: Future potential for expanded responsibilities and leadership role.
How To Apply: Send your resume with a cover letter.
