GUEST EXPERIENCE SPECIALIST (BILINGUAL)

Do you have a heart for service and a desire to make a meaningful impact on your community? Are you passionate about creating exceptional experiences for everyone you meet? Join our dynamic team at Metrocrest Services as our Guest Experience Specialist and play a pivotal role in making a difference while creating memorable experiences for others.

The Agency

Metrocrest Services is a team of volunteers, nonprofit partners, donors, and employees whose Mission is “Providing hope through programs that lead to self-sufficiency and foster independence.” Our Core Values are based on principles that guide our actions, behaviors, and decisions. Our Core Values are:

• Start with a “YES” Attitude: Working together to find solutions
• Celebrate Differences: Show others dignity, respect, and inclusion while honoring everyone’s experiences and unique contributions
• Be Kind: Make a choice to be kind to ALL through empathy and understanding
• Choose Joy: Joy is an attitude. Pursue it every day
• Embrace Change: A willingness to be open-minded and collaborate while accepting that change is an integral part of making our organization stronger

We are looking for team members whose values align with ours and who are compassionate, professional, and committed to serving their neighbors in need.

The Opportunity

The Guest Experience Specialist at Metrocrest Services plays a key role in ensuring that all clients, visitors, and community members have a positive and welcoming experience when interacting with the organization. They are the first encounter for guests entering the agency’s Welcome Center and are integral in providing outstanding customer service, assisting individuals with inquiries, and facilitating the smooth operation of services offered by Metrocrest Services. The Guest Experience Specialist works closely with staff and volunteers to create a compassionate, supportive environment that reflects the mission of Metrocrest Services in meeting the needs of the local community.

We are seeking someone who genuinely enjoys engaging with a diverse range of individuals, possesses excellent communication skills, and can make every guest feel at ease from the moment they arrive.

Minimum Qualifications

• High School Diploma or GED
• Bilingual (English/Spanish)
• 3 Years of Relevant Customer Service Experience

Preferred Qualifications

• Associate’s degree in business or related field of study (preferred)

Schedule Commitment

The Guest Experience Specialist works onsite, Monday through Friday, from 8:00 AM – 5:00 PM.

Pay Range

This opportunity is non-exempt with an hourly rate of $19.00 - $21.00, depending on qualifications.

Major Responsibilities

Guest Experience: Greet and interact with clients and all visitors in a warm, welcoming manner, creating a positive first impression and fostering a sense of trust and respect.

Customer Service: Assesses visitor and client needs and notifies appropriate Metrocrest Services staff of visitor arrivals.

Visitor Tracking & Feedback: Maintain accurate records of guest interactions, monitor feedback, and track visitor satisfaction. Use this data to continuously improve guest experiences.

Lobby Environment Management: Ensure that all areas where guests interact are clean, organized, and well-maintained to create a comfortable and welcoming environment. Ensure bathrooms are stocked and alerts Facilities Manager of cleaning needs. Ensure coffee bar is clean and stocked.

Collaborative Support: Work closely with other departments to ensure a seamless and consistent guest experience.

Problem Resolution: Address and resolve any complaints or concerns from clients and guests in a timely and professional manner, striving for satisfactory outcomes that align with the organization’s values.

Administrative Tasks: Perform administrative duties such as communication via phone, email, or in-person, as well as duties assigned by manager and/or director. Maintain up-to-date information on front desk/lobby processes and procedures

Team Player: Participates in all program meetings and staff development activities and fully engages as a member of the team. Follows all policies, procedures and protocols of the agency. Perform other related duties as assigned.

Special Knowledge/Skills

Gregarious and Outgoing Personality: Possess a naturally engaging and personable demeanor, with the ability to connect effortlessly with guests, creating a warm and welcoming environment. A friendly and approachable attitude is essential for building strong relationships with clients and visitors and making them feel comfortable and valued.

Culture Ambassador: Possess a compassionate nature and consistently exhibit Metrocrest Core Values.

Exceptional Customer Service: Demonstrated warm and friendly demeanor and ability to provide outstanding service, addressing inquiries and resolving issues promptly to ensure a positive experience for all guests.

Strong Communication Skills: Proficiency in both verbal and written communication (English and Spanish) to interact effectively with diverse individuals and convey information clearly.

Organizational Abilities: Capability to manage multiple tasks efficiently, prioritize responsibilities, and maintain accurate records of guest interactions.

Problem-Solving Aptitude: Skill in identifying challenges and implementing effective solutions to enhance guest satisfaction. Ability to work independently and take initiative requiring minimal supervision

Cultural Sensitivity: Awareness and respect for diverse backgrounds, ensuring inclusive and respectful interactions with all guests. Ability to relate to individuals from a variety of racial, ethnic, religious, and cultural/socioeconomic backgrounds, including various sexual orientations and gender identities.

Technological Proficiency: Strong technology skills, including Microsoft Office platforms (Outlook, Office 365, Word, Excel, PowerPoint) and calendar management software programs. Familiarity with office software and communication tools (VisitUs) to manage guest information and correspondence effectively.

Empathy and Compassion: Demonstrated ability to understand and share the feelings of others, fostering a supportive environment for guests.

Attention to Detail: Meticulousness in handling guest requests and maintaining accurate records to ensure quality service.

Team Collaboration: Experience working collaboratively with various departments to coordinate services and enhance the overall guest experience.

Learning/Growth Mindset: Open to continuous improvement, learning from feedback, and embracing new opportunities for personal and professional development.

Confidentiality: Capable of maintaining discretion and protecting sensitive information related to guests, donors, and the organization.

Working Environment

• This role works onsite in a climate-controlled facility
• Professional, fast-paced, non-profit environment
• Ability to move, transport, position, and lift up to 15 pounds as needed
• Ability to remain in a stationary position, such as standing or sitting, for up to 8 hours per day
• Ability to walk, move, and/or traverse as needed

Reporting Relationship

The Bilingual Guest Experience Specialist reports directly to the Intake & Referral Manager and indirectly to the Director of Client Services.

Equal Employment Opportunity

Metrocrest Services provides equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, or any other characteristic protected by federal, state or local law.