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 awelcoming, 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.

• 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.

• 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, petfood distribution, and other community service 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.

• 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, andevents.
• Maintain organized files and documentation in accordance with organizational procedures.

• 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.

• 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.

• Strong customer service and interpersonal skills.
• Ability to create a welcoming, affirming, and trauma-informed environment.
• Strong…