Guest Services Associate

Job description

As a Guest Services Associate, you'll be responsible for creating a Radically Welcoming and Guest-Centered experience for every guest who visits Community Action House. You'll often serve as the first point of contact for guests, visitors, volunteers, and community members while supporting daily operations at our Food Club & Opportunity Hub. You'll help guests register for Food Club memberships, provide internal and external referrals, answer phones, distribute diapers and infant formula, and ensure our front desk and guest spaces remain welcoming and organized. This position plays an essential role in supporting our programs by providing outstanding customer service while helping guests access resources with dignity and compassion. We are looking for kind, organized team members who thrive in a fast-paced environment, enjoy helping others, and have the ability to make thoughtful decisions while delivering exceptional guest service and living Our Values. **As a part-time position, this position offers a consistent schedule of at least 23 hours, and no more than 29 hours in the event that there is a need for additional coverage.** **We are targeting candidates available for this schedule:** - Saturdays: 9:30-2:00 pm with one Saturday off a month - Monday: 12:00 pm - 5:00 pm - Wednesday: 12:00 pm - 5:00 pm - Friday: 8:30 am - 5:00 pm ### Responsibilities & Essential Duties - Create and maintain a Radically Welcoming and Guest-Centered environment for Food Club and Opportunity Hub members, guests, and visitors. - Welcome guests with kindness, professionalism, and respect while providing outstanding customer service. - Complete day-to-day membership tasks, including guest intakes, membership registrations, renewals, and updates. - Answer incoming phone calls promptly, manage the voicemail system, and direct inquiries to the appropriate staff or program. - Connect guests to Community Action House programs and provide appropriate internal and external referrals when needed. - Manage the Guest Services area, including the front desk, Opportunity Hub, coffee station, and reception spaces to ensure they remain organized, clean, and welcoming. - Balance the cash drawer and accurately complete daily cash handling procedures. - Monitor and manage diaper, wipes, and formula inventory and assist with distribution to guests. - Complete daily opening and closing procedures according to established processes. - Provide administrative support to ensure smooth day-to-day operations. - Work collaboratively across departments to ensure guests receive exceptional service and support. - Other duties as assigned. ### Qualifications - Excellent customer service skills with the ability to build positive relationships with guests from diverse backgrounds. - Integrity, a positive attitude, and a commitment to continuous improvement. - A flexible, collaborative team player who enjoys working in a fast-paced environment. - Ability to manage multiple priorities while maintaining attention to detail. - Strong organizational and time management skills. - Comfortable using Google Workspace and general office technology. - Ability to learn client management databases and other organizational systems. - Knowledge of the greater Holland community and an understanding of the culture of poverty is preferred. - Excellent written and verbal communication skills. - Ability to develop trusting and professional relationships with guests, volunteers, and coworkers. - Willingness to learn, adapt, and grow professionally. - A high standard of integrity, accountability, and professionalism. - Demonstrate a genuine passion for our mission and a commitment to upholding our team's values: Radically Welcoming, Guest-Centered, Lead with Kindness, Curiosity-Driven, Always Improving, Collaborative by Design, Contagious Commitment, and One Team. ### Education & Experience - High School Diploma required; or equivalent years of experience in place of a diploma. - No prior experience required; customer service experience is preferred. - No supervisory experience required. - Valid driver's license (or ability to obtain). - Bilingual Spanish is required. ### Position Details **Position Type:** Part-time Regular **Overtime Status:** Non-Exempt **Reports To:** Assistant Manager, Guest Services **Direct Reports:** None **Department:** Guest Services & Resource Navigation **Primary Location:** Food Club & Opportunity Hub ### **Supervision Received** **Specific Direction:** Receives detailed work instructions and guidance for performing day-to-day responsibilities. Supervisor monitors progress and provides coaching and feedback to ensure tasks are completed according to expectations. ### **Supervisory Responsibilities** **None:** Does not have formal people leadership or supervisory responsibilities. ### Physical Requirements - Frequently work in a stationary position. - Frequently move about the work area. - Occasionally use hands and fingers to handle or feel objects. - Frequently reach with hands and arms. - Frequently bend, stoop, kneel, crouch, or crawl. - Continuously use visual acuity and attention to detail. - Continuously read and understand written information. - Continuously operate a computer and standard office equipment. - Continuously push, pull, and lift up to 20 pounds. ### Other Factors - Access to consistent and reliable transportation. - Evening hours on a regular, pre-scheduled basis. - Weekend hours on a rotating schedule.