Guest Services Coordinator

Core Responsibilities

• Welcome and orient guests engaging in Center of Hope services, classes, and events.
• Ensure guests understand what to expect, where to go, and how to participate.
• Identify breakdowns in communication, flow, or environment that affect guest dignity or clarity.
• Cook up guest classes, groups, and events and the guest experience.
• Ensure sign-in, space readiness, materials, and transitions are guest-friendly.
• Serve as the on-site point person for guest questions related to participation.
• Observe services as they are experienced by guests, not just how they are designed.
• Recommend improvements to signage, scheduling, communication, layout, or process.
• Aid in piloting and refining new guest-facing service approaches.
• Listen to guest questions, concerns, and feedback.
• Identify recurring themes and communicate insights to staff leadership.
• Help create clear, guest-friendly explanations of Center of Hope offerings.

Scope

This role observes, coordinates, and improves guest-facing experiences. It does not manage volunteers, staff, or programs, and does not provide counseling or case management.

Role Boundaries (Non-Negotiable)

• Does not coordinate volunteers
• Does not supervise staff
• Does not provide counseling or case management
• Does not make program policy decisions
• Observes and reports
• Coordinates guest flow and clarity
• Improves how services are experienced