Guest Services Specialist

Position Overview
The Guest Services Specialist serves as a primary point of contact for community members, guests, volunteers, and community partners entering The Center. This position is responsible for creating a welcoming, affirming, professional, and trauma-informed environment while supporting the efficient daily operation of the front desk and reception area.

 

The Guest Services Specialist coordinates front desk volunteer coverage, provides information and referrals to visitors, assists community members with accessing available services, and provides administrative and logistical support for volunteer and community support programs.

 

This position also supports food distribution programs, Project Dash, emergency food assistance, hygiene and wellness initiatives, the pet food program, Rainbow Rack, community outreach, special events, donation drives, and other programs designed to meet the needs of LGBTQ+ individuals, families, and community members.

 

Key Responsibilities
Guest Services & Front Desk Operations
• Serve as a primary front desk staff member during operating hours.
• Greet visitors, participants, volunteers, and community partners in a welcoming, professional, and affirming manner.
• Provide accurate information regarding The Center’s programs, services, events, and community resources.
• Answer and appropriately direct incoming phone calls, emails, and general inquiries.
• Maintain a clean, organized, safe, and welcoming reception area.
• Assist guests with program registrations, appointments, sign-ins, and general navigation.
• Provide basic resource navigation and referrals to community members.
• Maintain confidentiality and exercise appropriate judgment when handling sensitive information.

Volunteer Coordination Support
• Coordinate scheduling and coverage for front desk volunteers.
• Assist with volunteer onboarding, orientation, and training for guest services volunteers.
• Maintain volunteer schedules, records, attendance logs, and related documentation.
• Provide day-to-day guidance, support, and recognition to front desk volunteers.
• Communicate volunteer needs, concerns, and operational issues to the Volunteer & Victim Services Support Manager.
• Assist with coordinating volunteers for food distribution, Project Dash, Rainbow Rack, pet food distribution, and other community service programs.

Food Distribution & Community Support Programs
• Assist with weekly food pantry operations and distribution events.
• Assist with monthly Project Dash food distribution, including participant support, volunteer coordination, and distribution activities.
• Assist with emergency food distribution and community resource initiatives.
• Support the preparation and distribution of hygiene kits, wellness kits, and other essential needs resources.
• Assist with the organization's pet food program, including inventory management, distribution, and participant support.
• Assist with Rainbow Rack clothing inventory, organization, and maintenance to ensure clothing resources remain accessible to clients.
• Support inventory management, supply organization, and recordkeeping for food and community support programs.
• Ensure accurate participant tracking and data collection for assigned community support services.
• Follow applicable food safety, distribution, and organizational procedures.

Administrative Support
• Maintain accurate records, databases, schedules, and program documentation.
• Assist with data entry, reporting, and program statistics.
• Support preparation of program materials, forms, signage, and informational resources.
• Monitor front desk and program supplies and communicate replenishment needs.
• Assist with scheduling and logistical coordination for meetings, volunteer activities, and events.
• Maintain organized files and documentation in accordance with organizational procedures.

Community Engagement & Events
• Support community events, outreach activities, donation drives, and volunteer engagement initiatives.
• Assist with holiday programs, food distributions, special events, and community resource activities.
• Assist with event setup, participant support, volunteer coordination, and breakdown as assigned.
• Represent The Center professionally at community activities and partner events.
• Promote The Center's mission, programs, and services through positive and respectful interactions with community members and partners.
• Develop and maintain positive relationships with volunteers, donors, community partners, and program participants.

General Responsibilities
• Demonstrate commitment to The Center's mission, values, and LGBTQ+ affirming practices.
• Maintain professional boundaries and confidentiality.
• Follow all organizational policies, procedures, safety requirements, and applicable laws and regulations.
• Participate in required staff meetings, trainings, and professional development.
• Work collaboratively with staff, volunteers, community partners, and other stakeholders.
• Perform other duties as assigned.

 

Knowledge & Skills
• Strong customer service and interpersonal skills.
• Ability to create a welcoming, affirming, and trauma-informed environment.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced community service environment.
• Excellent verbal and written communication skills.
• Ability to interact professionally with individuals from diverse backgrounds and circumstances.
• Ability to maintain confidentiality and exercise sound judgment.
• Working knowledge of Microsoft Office Suite and database systems.
• Proficiency with Volgistics.
• Ability to coordinate and support volunteers effectively.
• Ability to maintain accurate records and complete required documentation.
• Ability to work independently while also functioning effectively as part of a team.
• Knowledge of LGBTQ+ community resources and affirming practices preferred.
• Knowledge of trauma-informed and victim-centered practices preferred.

 

Qualifications
Minimum Qualifications
• Minimum of two years of experience in customer service, nonprofit operations, community services, volunteer coordination, social services, or a related field.
• Experience working with diverse populations.
• Experience providing direct customer or community service.
• Demonstrated ability to manage multiple responsibilities and priorities.
• Current Food Handler Safety Training Card or ability to obtain one within 30 days of hire.
• Proficiency with Volgistics.
• Commitment to diversity, equity, inclusion, and LGBTQ+ affirming practices.
Preferred Qualifications
• Experience working in LGBTQ+ community services.
• Experience coordinating or supervising volunteers.
• Experience working with food distribution, community resource programs, or social service programs.
• Knowledge of trauma-informed practices.
• Knowledge of victim-centered practices.
• Experience working with community partnerships or nonprofit programs.

 

Educational/Licensure Requirements
Educational Requirements
• High school diploma or equivalent required.
• An associate degree or higher in nonprofit management, social services, human services, communications, business administration, or a related field is preferred.
Licensure Requirements
• Active, non-restricted Food Handler Safety Training Card required or must be obtained within 30 days of hire

 

Physical Requirements
The ability to:
• Remain seated and work at a computer for extended periods.
• Use a computer, keyboard, mouse, and telephone regularly.
• Communicate effectively in person, by telephone, and via video conferencing.
• Frequently stand, walk, bend, reach, and move throughout the facility.
• Occasionally lift and carry items weighing up to 30 pounds, exceeding the standard 10–25 pound requirement due to food distribution, donation management, event setup, and 
community support responsibilities.
• Assist with food distribution, event setup and breakdown, donation management, inventory, and movement of supplies.
• Travel locally, if required by the position.
• Perform the essential functions of the job with or without reasonable accommodation