Archived listing. The details below describe a past opening.
JOB TITLE: Visitor Experience Associate
JOB TYPE: Regular Part-Time Non-Exempt Employee
SUPERVISOR/MANAGER: Associate Director of Administration
POSITION OVERVIEW
The 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.
RESPONSIBILITIES
Reporting to the Associate Director of Administration, responsibilities include (but are not limited to):
Front-of-House & Visitor Experience
- Serve as the primary point of contact, creating a welcoming, inclusive, and professional environment for all visitors
- Manage visitor check-in and sign-in processes, ensuring adherence to safety and security protocols
- Guide visitors through program and event registration processes, including assisting with form completion, processing transactions, and ensuring accurate payment collection and documentation
- Provide clear, accurate information about EPACENTER programs, services, and facility use
- Proactively support a positive visitor experience by anticipating needs, answering questions, and resolving issues in real time
- Maintain a clean, organized, and professional front desk and lobby environment
Safety & Security
- Ensure all visitors and adults on-site are authorized in accordance with organizational policies
- Monitor front-of-house activity and escalate concerns as needed
- Support adherence to fire safety, emergency procedures, and general facility protocols
Operations & Coordination
- Answer, screen, and route phone calls; respond to basic email inquiries in a timely and professional manner
- Coordinate communication between visitors, staff, and programs to ensure smooth daily operations
- Support basic administrative tasks and documentation related to front desk operations
- Assist with coordination of facility and maintenance requests as needed
Program & Event Support
- Provide operational support to programs, including distribution of snacks and materials
- Assist with event setup, check-in, and guest flow as needed
- Represent EPACENTER at events and community gatherings as a front-facing team member
Visitor Services Development
- Identify opportunities to improve front desk processes, visitor flow, and overall experience
- Contribute to the development and implementation of visitor services practices and procedures
- Provide feedback and insights based on day-to-day interactions with visitors and staff
General Responsibilities
- Attend team meetings and contribute to planning discussions related to operations and visitor experience
- Maintain punctual, reliable attendance and consistent schedule coverage
- Perform other duties as assigned
EDUCATIONAL REQUIREMENTS
- High school diploma or GED required
- Associate’s or Bachelor’s degree preferred
QUALIFICATIONS
- Minimum 2 years of experience in customer service, front desk, hospitality, or similar roles
- Strong communication and interpersonal skills, particularly when engaging with youth and families
- Ability to manage multiple priorities in a fast-paced, dynamic environment
- Experience supporting or improving processes, systems, or customer-facing operations
- Comfort working in an evolving or startup environment
- Proficiency in Mac environments, Google Workspace, and MS Office
Preferred
- Experience in nonprofit, arts, arts education, or youth development settings
- Bilingual in English and Spanish (conversational Spanish strongly valued)
- Familiarity with East Palo Alto and Belle Haven communities
CORE COMPETENCIES
- Strong customer service and hospitality mindset
- High level of organization and attention to detail
- Ability to multitask and adapt in a dynamic environment
- Sound judgment and problem-solving skills
- Clear and professional verbal and written communication
- Ability to work independently while contributing to a team
PHYSICAL DEMANDS
- Ability 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.