Guest Services Coordinator

CENTER OF HOPE; Fenton (MI); On-site; USD 32,000 - 42,000; Full time

Job summary

A nonprofit organization in Fenton, Michigan is seeking a Guest Services Coordinator to enhance the experience of individuals seeking assistance. You will be responsible for welcoming guests, coordinating classes and events, and evaluating service quality to ensure a dignified and friendly environment. The ideal candidate must have strong communication skills and a commitment to improving guest interactions and service delivery. This role is essential in upholding guest dignity and clarity while engaging with organizational offerings.

Qualifications

• Focus on enhancing guest experiences in services and events.
• Strong communication skills to support guest interactions.
• Ability to identify and recommend service improvements.

Responsibilities

• Welcome and orient guests to services and events.
• Coordinate and manage guest classes and events.
• Evaluate guest service experiences and provide feedback.
• 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.
• 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.
• 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.
• 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

Job description

Center of Hope is a nonprofit dedicated to transforming lives by providing critical resources and support to those in crisis situations. Through services like food assistance, counseling, and life‑skills training, we help rebuild lives with dignity.

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

Guest Services Coordinator

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