Coordinator - Guest Services, Melrose Plaza

Schedule: Tuesday - Friday, 11:30am - 8:00pm and Saturdays, 10am-6:30pm

Mission Contribution: The Coordinator of Guest Services is customer-focused and plays a key role in shaping a positive experience for all who visit Melrose Plaza. This position supports the mission of Melrose Plaza by delivering exceptional service, creating a welcoming environment, and serving as a knowledgeable and professional point of contact for guests and community members.

Summary: The Coordinator of Guest Services is results-driven and is responsible for providing outstanding customer service and guest relations at Melrose Plaza. This role greets and assists visitors, offers accurate information and directions, supports the coordination of event spaces, and ensures a professional and seamless experience for all guests. The Coordinator of Guest Services represents Melrose Plaza with warmth, professionalism, and attention to detail.

Essential Functions:

1. Greet and welcome all Melrose Plaza visitors in a friendly and professional manner to create a positive first impression and provide general information about the facility and its services.
2. Conduct basic tours of Melrose Plaza, highlighting key amenities, meeting spaces, and available resources.
3. Respond to visitor inquiries via phone, email, or in-person regarding Melrose Plaza events, services, and facility usage.
4. Provide general administrative support as needed to assist with day-to-day operations of Melrose Plaza.
5. Support event planning and logistics, including scheduling, setup, guest registration, nametag distribution, and coordination for meetings, presentations, and special events.
6. Attend community events as assigned by Melrose Plaza leadership to represent the Plaza and support outreach efforts.
7. Maintain cleanliness and readiness of hospitality areas such as reception spaces, lounges, and waiting areas.
8. Submit facilities and IT help desk requests as needed and follow up on completion of tasks.
9. Coordinate visitor appointments, provide accurate directions, and ensure guests are guided to appropriate meeting rooms or areas.
10. Collect and record visitor feedback to support continuous improvement of the guest experience.
11. Assist visitors in connecting with available support services within Melrose Plaza or through designated referral platforms.
12. Track Melrose Plaza events attendance and accurately record in Salesforce database
13. Perform other duties as assigned by management to ensure the smooth operation of Melrose Plaza and delivery of exceptional guest service.
14. Participate in training sessions, meetings, and company-related events as required.
15. Adhere to all Goodwill policies and procedures.
    

Minimum Qualifications:

• Strong verbal and interpersonal communication skills, with a friendly and professional demeanor.
• Demonstrated customer service experience with the ability to prioritize and respond to guest needs effectively.
• Proficient in Microsoft Office applications and basic office technology.
• Familiarity with Melrose Plaza's layout, programs, and services, or ability to quickly acquire knowledge.
• Capable of working independently or collaboratively in a team-oriented environment.
• Reliable and punctual with a strong sense of responsibility.
• Flexible availability, including the ability to work some evenings and weekends as required.
• Maintains a professional appearance and represents Melrose Plaza with a high standard of hospitality.

Required Certificates, Licenses, Registrations, Experience:

• High school diploma or equivalent required
• Must be able to successfully complete any assigned Goodwill training within the required period of time upon employment.

Special Requirements:

• Reliable transportation is required to commute to and from Melrose Plaza for scheduled shifts.
• Personal vehicle usage is required for this position, including a reliable vehicle, a valid driver's license, and the ability to provide proof of insurance for driving on company business.
• An acceptable motor vehicle record, based on Goodwill guidelines, is required for driving a personal or company vehicle.
• Must provide a cell phone for specified work responsibilities, including the use of a phone-based application for authentication.
• Must successfully complete a state background investigation and drug screen.

Physical Requirements:

The physical and work environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Occasionally required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop; kneel; crouch, or crawl; talk or hear.
• Able to lift, push, pull, carry, or otherwise move up to forty (40) pounds regularly without support. For weight over forty (40) pounds, request additional team member assistance as needed.

Work Environment:

• Office and public-facing environment.
• While performing the duties of this job, the employee may be exposed to heat, cold, and adverse weather conditions during events.
• The noise level in the work environment is typically low to moderate, though it may vary based on the events or peak visitor times.

EMPOWERING INDIVIDUALS * STRENGTHENING FAMILIES * INSPIRING COMMUNITIES