Receptionist/Visitor Experience Associate

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.