Guest Services Coordinator

(A "Guest" is defined as any person coming to Center of Hope for help or assistance.)

The Guest Services Coordinator focuses entirely on how guests experience Center of Hope, ensuring clarity, dignity, and continuous improvement across services, classes, and events.

Purpose

The Guest Services Coordinator ensures that guests experience Center of Hope as clear, welcoming, dignified, and purposeful. This role focuses exclusively on the guest side of services, classes, and events and how people are treated, received, informed, guided, and supported while engaging with Center of Hope.

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.

Core Responsibilities

Guest Experience & Service Quality

• 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.

Classes & Events (Guest-Facing)

• Coordinate 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.

Service Evaluation & Enhancement

• Observe services as they are experienced by guests, not just how they are designed.
• Recommend improvements to signage, scheduling, communication, layout, or process.
• Assist in piloting and refining new guest-facing service approaches.

Guest Communication & Feedback

• 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.

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