Manager of Guest Services

Company Description

Goodwill Industries of the Valleys serves 35 counties and 14 cities throughout Central, Southwest, and Southside Virginia. With a mission to empower individuals, strengthen families, and inspire communities, the organization is dedicated to eliminating poverty. Through donations and shopping, Goodwill funds skills training, job placement, and support services to help individuals achieve their full potential. Learn more about making a difference at www.goodwillvalleys.com.

Mission Contribution: The Manager of Guest Services at Melrose Plaza plays a critical leadership role in ensuring Melrose Plaza delivers a welcoming, professional, and mission-aligned experience for all guests, partners, and community members. This position directly supports Goodwill Industries of the Valleys’ mission by leading the Guest Services team, modeling Good to Great behaviors, and fostering a culture of hospitality, accountability, and continuous improvement across all guest-facing operations at Melrose Plaza.

Summary: The Manager of Guest Services at Melrose Plaza is a results-driven people leader responsible for both providing direct guest service support and overseeing the operations and performance of the Guest Services team. This role ensures consistent, high-quality customer service, effective staffing coverage, and strong alignment with organizational values and service standards. The Manager serves as the primary leader and coach for Guest Services personnel, modeling Good to Great behaviors and actively teaching and reinforcing those behaviors with assigned staff.

This position balances direct guest interaction, team leadership, operational coordination, and collaboration with internal and external partners to ensure Melrose Plaza delivers an exceptional, seamless experience for all visitors.

Essential Functions:

1. Provide and oversee guest-facing services, including greeting visitors, responding to inquiries, and ensuring a consistently positive first impression.
2. Ensure accurate, timely information is provided to guests regarding Melrose Plaza programs, events, services, and facility usage. 
3. Conduct and oversee basic tours of Melrose Plaza, highlighting key amenities, meeting spaces, and available resources. 
4. Oversee visitor scheduling, wayfinding, and coordination to ensure guests are guided efficiently to appropriate locations. 
5. Support and oversee event planning and logistics, including space scheduling, setup, guest registration, nametag distribution, and on-site coordination. 
6. Attend and support community events as assigned by leadership to represent Melrose Plaza and advance outreach efforts.
7. Assist with the planning and execution of events and Wellness activities, as directed.
8. Ensure hospitality areas (reception spaces, lounges, waiting areas) are consistently clean, welcoming, and event-ready.
9. Collect and submit Plaza and tenant data, as directed, to support corporate programs and reporting requirements. 
10. Collect, review, and utilize visitor feedback to support continuous improvement of the guest experience. 
11. Assist guests in connecting with available services within Melrose Plaza or through designated referral platforms. 
12. Track event attendance and ensure participant data is accurately maintained in Salesforce. 
13. Directly supervise all full-time and part-time Guest Services personnel, including scheduling, training, coaching, performance management, and onboarding of new staff.
14. Serve as a coach leader, guiding and supporting team members to achieve their fullest potential, modeling Good to Great behaviors, and fostering a culture of accountability, hospitality, and continuous improvement.
15. Conduct interviews, make hiring decisions, and assist with onboarding, ensuring a seamless transition for new hires and engaging in recruitment to attract and retain top talent.
16. Conduct regular performance reviews, provide constructive feedback, set goals for improvement, and implement coaching/corrective actions as needed to enhance team effectiveness.
17. Ensure adequate staffing coverage for daily operations, events, evenings, and weekends as required.
18. Provide and oversee administrative support for day-to-day Melrose Plaza operations related to guest services. 
19. Submit and track facilities and IT help desk requests and follow up to ensure timely resolution. 
20. Collaborate with Melrose Plaza leadership, Community Impact teams, and external partners to align guest services with programmatic and organizational needs. 
21. Participate in training sessions, meetings, and organization-wide events as required. 
22. Perform other duties as assigned to support the effective operation of Melrose Plaza. 
23. Adhere to all Goodwill policies and procedures.

Minimum Qualifications:

• Demonstrated leadership or supervisory experience in customer service, hospitality, facilities, or a related field.
• 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.