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Job description
Visitor Experience AssociateThe Visitor Experience Associate is a key front-of-house role responsible for shaping a welcoming, safe, and engaging experience for all visitors to EPACENTER. This position is hourly (non-exempt), with a varying schedule primarily during weekday afternoons/evenings and weekends (20–29 hours per week).This role goes beyond traditional reception duties—serving as the first point of contact for visitors while actively contributing to the development, improvement, and day-to-day operations of visitor services. The Visitor Experience Associate balances hospitality, security awareness, and operational support to ensure a seamless experience for youth, families, partners, and guests.ResponsibilitiesReporting to the Associate Director of Administration, responsibilities include (but are not limited to):Serve as the primary point of contact, creating a welcoming, inclusive, and professional environment for all visitorsManage visitor check-in and sign-in processes, ensuring adherence to safety and security protocolsGuide visitors through program and event registration processes, including assisting with form completion, processing transactions, and ensuring accurate payment collection and documentationProvide clear, accurate information about EPACENTER programs, services, and facility useProactively support a positive visitor experience by anticipating needs, answering questions, and resolving issues in real timeMaintain a clean, organized, and professional front desk and lobby environmentEnsure all visitors and adults on-site are authorized in accordance with organizational policiesMonitor front-of-house activity and escalate concerns as neededSupport adherence to fire safety, emergency procedures, and general facility protocolsAnswer, screen, and route phone calls; respond to basic email inquiries in a timely and professional mannerCoordinate communication between visitors, staff, and programs to ensure smooth daily operationsSupport basic administrative tasks and documentation related to front desk operationsAssist with coordination of facility and maintenance requests as neededProvide operational support to programs, including distribution of snacks and materialsAssist with event setup, check-in, and guest flow as neededRepresent EPACENTER at events and community gatherings as a front-facing team memberIdentify opportunities to improve front desk processes, visitor flow, and overall experienceContribute to the development and implementation of visitor services practices and proceduresProvide feedback and insights based on day-to-day interactions with visitors and staffAttend team meetings and contribute to planning discussions related to operations and visitor experienceMaintain punctual, reliable attendance and consistent schedule coveragePerform other duties as assignedEducational RequirementsHigh school diploma or GED requiredAssociate's or Bachelor's degree preferredQualificationsMinimum 2 years of experience in customer service, front desk, hospitality, or similar rolesStrong communication and interpersonal skills, particularly when engaging with youth and familiesAbility to manage multiple priorities in a fast-paced, dynamic environmentExperience supporting or improving processes, systems, or customer-facing operationsComfort working in an evolving or startup environmentProficiency in Mac environments, Google Workspace, and MS OfficeExperience in nonprofit, arts, arts education, or youth development settingsBilingual in English and Spanish (conversational Spanish strongly valued)Familiarity with East Palo Alto and Belle Haven communitiesCore CompetenciesStrong customer service and hospitality mindsetHigh level of organization and attention to detailAbility to multitask and adapt in a dynamic environmentSound judgment and problem-solving skillsClear and professional verbal and written communicationAbility to work independently while contributing to a teamPhysical DemandsAbility to alternate between sitting and standing throughout the workday.Ability to lift and carry up to 10 pounds frequently and up to 50 pounds occasionally.Frequent use of hands for typing, writing, and handling materials.Ability to communicate effectively in person and by telephone.Ability to read printed materials and computer screens for extended periods.
Worksite address
palo alto, CA, 94303, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.