Guest Experience Associate (Part Time)

Organizational Overview

Philadelphia Youth Basketball, Inc. (PYB) was launched in June 2015 with a mission to create transformative opportunities for thousands of young people especially those from under-resourced families and communities to reach their full potential as students, athletes, and positive leaders. Built of, by, for, and with the communities we serve, PYB leverages the iconic game of basketball to provide a safe, nurturing environment where young people can develop the skill sets and mindsets they need to succeed on the court, in the classroom, in their careers, and throughout their lives. A diverse and impassioned network of leaders from the grassroots to the treetops has worked diligently to build a robust and sustainable organization, impactful programming, and the Alan Horwitz “Sixth Man” Center, a state-of-the-art youth development and community empowerment hub that expands PYB’s reach and impact across Philadelphia.

We envision a city in which all youth are supported, empowered, and thriving. As a leader in youth self-determination and workforce development, PYB strives to drive sustained, positive, generational change in the lives of young people and their communities.

Guiding this work are six key tenets of our Community Agreement, which are deeply embedded into our culture and programs:

• Trust – We believe in each other and work to form positive relationships.
• Safe Space – We take responsibility for creating judgment-free environments where everyone feels welcome.
• Teamwork – We find strength in our peers and honor every role on the team.
• Integrity – We value honesty and equity, and we take responsibility to repair relationships when necessary.
• Care – We show empathy by protecting the health and well-being of each other and our space.
• Respect – We honor each person and treat them with dignity, striving to treat others how they wish to be treated.

Together, these principles shape PYB’s “bigger than basketball” culture, ensuring that every program advances both athletic and personal growth.

Our values serve as the compass for all decisions and actions. Rooted in the three-word phrase “Voice, Value, and Visibility,” these values reflect what PYB honors in all members of its community and define how we operate, interact, and grow together.

Position Overview

The Guest Experience Associate is responsible for providing exceptional service to all guests at the Alan Horwitz 'Sixth Man' Center. This role is central to ensuring a welcoming, informed, and engaging experience for visitors. Key duties include front desk operations, guest interaction, event support, and parking assistance during peak times. The Guest Experience Associate works collaboratively with the Guest Experience Team to maintain high standards of service and operational excellence.

Essential Duties & Responsibilities

• Serve as the primary point of contact for all guests including the “Sixth Man” Center main phone number.  Relay messages to appropriate internal parties, make outgoing calls for pre-event confirmation and policy sharing, and conduct promotional calls as directed by Guest Experience leaders. Ensure voicemails are promptly addressed and calls are returned. 
• Support front desk operations by utilizing the “Sixth Man” Center booking software to assist with rental reservations, program registrations, and general guest assistance.  Provide accurate information to guests regarding programs, events, schedules, and center services.
• Assist with event operations, ensuring a smooth experience for all attendees by helping with logistics and guest inquiries. Routinely set the PYB welcome board to direct visitors to appropriate areas.
• Address minor guest concerns and escalate more significant issues to the Guest Experience Supervisor or the Director of Operations as needed.
• Serve as the main operational point of contact during specific “Sixth Man” Center events as directed by the Guest Experience Supervisor with guidance from the Director of Operations.  Work directly with the Operations Coordinator to ensure all tasks are completed and roles are assigned.
• Handle cash transactions efficiently and ensure accurate financial record-keeping as part of front desk duties in accordance with cash management policies.
• Support parking operations by directing guests to available spaces during peak hours and major events.
• Engage with guests to collect feedback about their experience and report any concerns or suggestions to supervisors.
• Conduct tours of the 'Sixth Man' Center, providing guests with detailed information about the facility and its offerings.
• As directed by the Guest Experience Supervisor, lead PYB information tables during high-traffic events to spread awareness of youth programming and additional offerings.
• Serve as “court monitor” when directed by the Guest Experience Coordinator, managing entry to basketball courts.  Ensure liability waivers are signed by required users of center spaces and that rental times and court assignments are adhered to.  Frequently make rounds in the pavilion and other utilized spaces to ensure overall organization and adherence to PYB community agreements.

Work Environment

The Guest Experience Associate will primarily work at the front desk, but duties may involve physical tasks such as setting up or breaking down event spaces. Peak hours and event times may require working outside standard office hours.

Position Requirements

• Education – High school diploma or equivalent preferred.
• Experience – Previous experience in front desk or customer-facing roles preferred.
• Technical Skills – Ability to use CRM and booking software; experience with RecDesk is a plus.
• Cash Handling – Comfortable handling cash transactions and maintaining accurate records in accordance with established procedures.
• Physical Requirements – Ability to perform physical tasks related to event setup and breakdown, including standing, walking, and light lifting.
• Teamwork & Collaboration – Demonstrated ability to work effectively as part of a team and contribute to a positive and supportive work environment.
• Customer Service & Communication – Strong customer service skills with the ability to communicate clearly and professionally with guests, staff, and community members.
• Problem-Solving & Attention to Detail – Strong problem-solving skills with keen attention to detail and the ability to manage guest needs effectively.
• Safety & Care – Genuine commitment to maintaining a safe and secure environment for children, families, and staff.
• Adaptability – Demonstrated ability to anticipate needs, adjust to changing circumstances, and take initiative to support smooth daily operations.
• Schedule Flexibility Ability to work during peak hours, including evenings, weekends, and special events, as required.

Clearances

All Philadelphia Youth Basketball (PYB) staff members are required to possess or obtain the following state and federal clearances as a condition of employment:

• Pennsylvania State Police Criminal Background Check (SP4 164)
• Pennsylvania Child Abuse History Clearance Form (CY113)
• Federal (FBI) Fingerprint Background Check (Criminal History Report), if applicable
• Mandated Reporters – Certificate
• National Sex Offender Registry Verification
• CPR/AED Certificate

PYB reserves the right to revise or change job duties and responsibilities as needed. This job description is not intended to be an all-inclusive statement of duties and responsibilities of the job nor does it constitute a written or implied contract.

Philadelphia Youth Basketball is an Equal Opportunity Employer. Philadelphia Youth Basketball (PYB) does not discriminate on the basis of race, color, religion, creed, ancestry, pregnancy status, medical condition, gender, gender identity or expression, genetic information, sexual orientation or identity, age, national origin, citizenship, handicap status, marital or family status, mental or physical disability, perceived disability, military or veteran status, political activities or affiliations, or any other characteristic protected under applicable federal, state or local law, ordinance, or regulation

Salary : $18 - $23