Guest Experience Associate (Full-Time)

PHILADELPHIA YOUTH BASKETBALL INC•Philadelphia, PA

1d•$18 - $23•Onsite

About The Position

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.

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

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.