Guest Experience Associate

Title: Guest Experience Associate

Reports to: Manager of Guest Experience

Status: PartTime/ Hourly (Evening and Weekend Hours)

Job Description

I. Organizational Overview

Philadelphia Youth Basketball Inc. (PYB) officially launched in June of 2015 is a communitybuilt youth development and community empowerment organization that leverages the iconic game of basketball to help todays urban youth overcome the most urgent and systemic issues facing underserved communities. A diverse and impassioned group of individuals including leaders from the grassroots to the treetops have been working diligently to execute upon this mission by building an impactful program a robust and sustainable organization and ultimately our worldclass Sixth Man Center to help uplift thousands of children youth and families for generations to come.

PYB aims to instill six key tenets of its community agreement principles from top to bottom across its organization and young people:

• Safe Space It is our responsibility to create a judgmentfree environment where everyone feels welcome.
• Trust We deeply believe in each other and will work to form positive relationships.
  
• Respect We will honor each individual and treat everyone with a high level of respect. We strive to treat others how they want to be treated and ask for the same in return.
  
• Integrity We strive to create an environment where honesty and equity are valued and we have a responsibility to restore relationships when necessary.
• Care We strive to be empathetic in protecting the health and welfare of each other and our space.
  
• Teamwork We find strength in our peers and strive to create an environment that honors all of our roles on a team.

II. Primary Scope of Duties

The Guest Experience Associate is responsible for providing exceptional service to all guests at the AlanHorwitz Sixth Man Center. This role is central to ensuring a welcoming informed and engagingexperience for visitors. Key duties include front desk operations guest interaction event support andparking assistance during peak times. The Guest Experience Associate works collaboratively with theGuest Experience Team to maintain high standards of service and operational excellence. This role will be directly supervised by the Manager of Administration and supported by the Guest Experience Coordinator.The primary responsibilities of this position include but are not limited to the following:

III. Essential Job Functions

• Serve as the primary point of contact for all guests.
• Provide information answer questions and address guest concerns promptly.
• Support front desk operations by utilizing the RecDesk CRM system to assist with bookings registrations and guest information.
• Assist with event operations ensuring a smooth experience for all attendees by helping with logistics and guest inquiries.
• Address minor guest concerns and escalate more significant issues to Coordinators or the Manager as needed.
• Create a warm and welcoming atmosphere for all visitors consistently delivering high standards of customer service.
• Assist with the physical setup and breakdown of events to ensure smooth transitions between activities and facility use.
• Provide accurate information to guests regarding programs events schedules and center services.
• Handle cash transactions efficiently and ensure accurate financial recordkeeping as part of front desk duties.
• Support parking operations by directing guests to available spaces during peak hours and major events.
• Guide guests to parking spaces offering assistance to help maintain efficient traffic flow.
• 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.
• Assist with various operational tasks as directed by the Manager or Coordinators to ensure efficient daily operations.
• Work closely with the Guest Experience Coordinators and other team members to ensure seamless guest service and effective operational coordination.

IV. Work Environment
The Guest Experience Associate will primarily work at the front desk but duties may involve physicaltasks such as setting up or breaking down event spaces. Peak hours and event times may require workingoutside standard office hours.

V.Desired Knowledge Skills and Dispositions

• High School Diploma or equivalent.
• At least 2 years working in the customer service area
• Excellent attention to detail communication problemsolving and interpersonal skills.
• Ability to work in a community environment with children parents community organizers donors partners etc.
• Strong technology skills including proficiency with software for business or facility operations

VI. Compensation and Perks

The compensation for this role will be between $20.00 $23.50 per hour commensurate with experience.

PYB prides itself on being a supportive workplace dedicated to employees personal and professional growth through stretch assignments access to staff and board meetings mentorship feedback and professional development opportunities.

Company benefits include access to health insurance coverage (medical and dental) for salaried employees and their families. Additional benefits include paid holidays paid time off and access to a 403(b) retirement plan.

This position reports to The Manager of Administration and is supported by the Guest Experience Coordinator. The Guest Experience Associate is expected to work in person at the Sixth Man Center. Philadelphia Youth Basketball is located at 1735 Market Street in Philadelphia until offices are opened at the Sixth Man Center at 4250 Wissahickon Avenue.

VII. To Apply

The Guest Experience Associate is critical in ensuring that PYB maximizes its resources to deliver bestinclass youth development and community empowerment. If you possess the qualifications and skills outlined above and are passionate about finance & accounting a sense of community and inclusion of all we encourage you to apply through this platform.

Philadelphia Youth Basketball (PYB) is an Equal Opportunity employer committed to diversity equity inclusion social justice and providing equal opportunities and access to all individuals regardless of race ethnicity religion gender identity sexual orientation national origin or ancestry age marital status disability or veteran status. Women nonbinary and transgender individuals people of color Indigenous people and those with other or multiple historically marginalized and/or underrepresented identities are especially encouraged to apply.

Required Experience:

Manager