Receptionist/Visitor Experience Associate

Visitor Experience Associate

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 (2029 hours per week).

This role goes beyond traditional reception dutiesserving 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):

• 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
• 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
• 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
• 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
• 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
• 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
• 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.