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Assistant Manager, Guest Services

Assistant Manager, Guest Services

Position Summary

The Guest Services Assistant Manager leads the Guest Services team in day-to-day business operations. While in this role, you will be leading, managing and coaching Guest Services team members and will be responsible for setting the tone of being Radically Welcoming and Guest-Centered. Day-to-day responsibilities will include scheduling, problem solving and managing the team, as well as front desk coverage. The ideal candidate must provide excellent customer service, welcome all clients and visitors with respect and compassion, make quick decisions, and effectively manage administrative tasks all in an often fast-paced environment. This position supports our programming by registering guests for memberships, providing internal and external referrals, distributing diapers and formula, answering phones, and maintaining a clean and Radically Welcoming environment. Bilingual proficiency in spoken Spanish is strongly preferred.


Responsibilities & Essential Duties:

-  Works closely with the Senior Manager of Resource Navigation to set, implement and measure department goals. 

-  Ensures the team lives into the organization’s values, especially Radically Welcoming, Leading with Kindness, and Guest-Centered to enhance the guest experience at Food Club.

-  Sets daily, weekly and weekend desk schedules to ensure adequate staffing levels at the front desk.

-  Collaborates with supervisor, direct reports, and other teams to ensure flow of information and success of key project outcomes.

-  Leads, manages, develops, and retains Guest Services team members by charting an annual course of direction and monitoring quarterly progress toward annual goals. This includes leading various 1:1 and departmental meetings.

-  Works with the guest services team on day-to-day food club membership operations.

-  Work with partner agencies to coordinate on-site Food Club membership events and serve as the point person for Food Club vouchers with external partners. 

-  Support onsite partner relationships, including scheduling onsite tabling, onsite partner events or offerings, and coordinating the monthly onsite calendar.

-  Primary problem solver and troubleshooter for day-to-day operations.

-  Work collaboratively with the Volunteer Experience Champion to expand volunteer opportunities, creating training documentation and pathways for easy onboarding and training of new volunteers to work in our ‘One Team’ approach to service.

-  Collaborate with supervisor, direct reports, and other teams to ensure flow of information and success of key project outcomes.

-  Leads, manages, develops, and retains Guest Services team members by charting an annual course of direction and monitoring quarterly progress toward annual goals. This includes leading various meetings.

-  Other duties as assigned by the Senior Manager of Resource Navigation.


Education & Experience

-  6+ years of relevant experience required 

-  1+ years of supervisory experience required

-  Bachelor's Degree required; or in place of a degree, equivalent years of experience

-  Bilingual Spanish proficiency preferred

-  Previous experience with case management or casework and client management databases strongly preferred.

-  Strong customer service skills with the proven ability to work with diverse populations.

-  Interest in social services/human services, previous experience preferred.

-  Strong, active listening skills and ability to offer empathy.

-  Familiarity with MIBridges, Suicide Prevention, and De-escalation preferred.

-  Integrity, positive attitude, strong work ethic, and self-directed, with a strong commitment to continuous improvement.

-  Skilled in conflict resolution (CPI) and crisis management.


For more information about the position and to submit an application, please visit our website here --> Assistant Manager, Guest Services

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