Guest Services Associate, Bilingual

As a Guest Services Associate, you'll be responsible for creating a Radically Welcoming and Guest-Centered experience for every guest who visits Community Action House. You'll often serve as the first point of contact for guests, visitors, volunteers, and community members while supporting daily operations at our Food Club & Opportunity Hub.

You'll help guests register for Food Club memberships, provide internal and external referrals, answer phones, distribute diapers and infant formula, and ensure our front desk and guest spaces remain welcoming and organized. This position plays an essential role in supporting our programs by providing outstanding customer service while helping guests access resources with dignity and compassion.

We are looking for kind, organized team members who thrive in a fast-paced environment, enjoy helping others, and have the ability to make thoughtful decisions while delivering exceptional guest service and living Our Values.

• Saturdays: 9:30-2:00 pm with one Saturday off a month 
• Monday: 12:00 pm - 5:00 pm
• Wednesday: 12:00 pm - 5:00 pm
• Friday: 8:30 am - 5:00 pm

Responsibilities & Essential Duties

Create and maintain a Radically Welcoming and Guest-Centered environment for Food Club and Opportunity Hub members, guests, and visitors.
Welcome guests with kindness, professionalism, and respect while providing outstanding customer service.
Complete day-to-day membership tasks, including guest intakes, membership registrations, renewals, and updates.
Answer incoming phone calls promptly, manage the voicemail system, and direct inquiries to the appropriate staff or program.
Connect guests to Community Action House programs and provide appropriate internal and external referrals when needed.
Manage the Guest Services area, including the front desk, Opportunity Hub, coffee station, and reception spaces to ensure they remain organized, clean, and welcoming.
Balance the cash drawer and accurately complete daily cash handling procedures.
Monitor and manage diaper, wipes, and formula inventory and assist with distribution to guests.
Complete daily opening and closing procedures according to established processes.
Provide administrative support to ensure smooth day-to-day operations.
Work collaboratively across departments to ensure guests receive exceptional service and support.
Other duties as assigned.

Qualifications

Excellent customer service skills with the ability to build positive relationships with guests from diverse backgrounds.
Integrity, a positive attitude, and a commitment to continuous improvement.
A flexible, collaborative team player who enjoys working in a fast-paced environment.
Ability to manage multiple priorities while maintaining attention to detail.
Strong organizational and time management skills.
Comfortable using Google Workspace and general office technology.
Ability to learn client management databases and other organizational systems.
Knowledge of the greater Holland community and an understanding of the culture of poverty is preferred.
Excellent written and verbal communication skills.
Ability to develop trusting and professional relationships with guests, volunteers, and coworkers.
Willingness to learn, adapt, and grow professionally.
A high standard of integrity, accountability, and professionalism.
Demonstrate a genuine passion for our mission and a commitment to upholding our team's values: Radically Welcoming, Guest-Centered, Lead with Kindness, Curiosity-Driven, Always Improving, Collaborative by Design, Contagious Commitment, and One Team.

Education & Experience

High School Diploma required; or equivalent years of experience in place of a diploma.
No prior experience required; customer service experience is preferred.
No supervisory experience required.
Valid driver's license (or ability to obtain).
Bilingual Spanish is required.

Position Details

Position Type: Part-time Regular
Overtime Status: Non-Exempt
Reports To: Assistant Manager, Guest Services
Direct Reports: None
Department: Guest Services & Resource Navigation
Primary Location: Food Club & Opportunity Hub

Supervision Received

Specific Direction: Receives detailed work instructions and guidance for performing day-to-day responsibilities. Supervisor monitors progress and provides coaching and feedback to ensure tasks are completed according to expectations.

Supervisory Responsibilities

None: Does not have formal people leadership or supervisory responsibilities.

Physical Requirements

Frequently work in a stationary position.
Frequently move about the work area.
Occasionally use hands and fingers to handle or feel objects.
Frequently reach with hands and arms.
Frequently bend, stoop, kneel, crouch, or crawl.
Continuously use visual acuity and attention to detail.
Continuously read and understand written information.
Continuously operate a computer and standard office equipment.
Continuously push, pull, and lift up to 20 pounds.

Other Factors

Access to consistent and reliable transportation.
Evening hours on a regular, pre-scheduled basis.
Weekend hours on a rotating schedule.

About Community Action House

Since its founding in 1969, Community Action House has been the focal point of community efforts to provide critical support and pathways out of poverty for our neighbors in need. Our community-powered work takes a client-centric approach that meets people wherever they are at and offers services that enhance ownership and agency. Our work is organized in three interconnected areas: Food Access, Resource Navigation, and Financial Wellness. Welcome, excellence, and collaboration are some of our core values. (www.communityactionhouse.org)

In October 2021, we launched our new ‘Food Club & Opportunity Hub’ to expand efficient, impactful healthy food assistance with the on-site integration of other pathway programs. More recently, we announced a partnership with Dwelling Place to help address the affordable housing crisis here in Holland. In July 2023, we publicly launched our expansion of Lakeshore Food Rescue. (www.lakeshorefoodrescue.org)

In April 2026, we are launching our second Resale Store in Holland, MI. Our first Resale Store has proven that it can generate consistent, flexible funding that directly supports our work—while also providing practical resources for the people we serve. A second store allows us to scale that success. It’s a high-impact use of community assets: turning donated goods and volunteer engagement into reliable income, reducing our dependence on fluctuating grants and charitable contributions. (https://www.communityactionhouse.org/resale-expansion)

Organizational budget: $14M+ (inclusive of $7-8M of in kind support)
Agency Size: 80 staff and 3,000+ annual volunteers

Our Values

Who we are. Who we aspire to be. What drives us. What unites us. 
> Radically Welcoming
> Guest-Centered
> Lead with Kindness
> Curiosity-Driven
> Always Improving
> Collaborative by Design
> Contagious Commitment
> One Team

If you’re excited to collaborate on our mission, grow your skills, and be part of a team that deeply cares, we’d love to hear from you.

Applications

An application is required to be submitted through our Jobs page of our website. Interviews are conducted on a rolling basis. The application process includes a phone interview and two onsite interviews. Community Action House will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If a reasonable accommodation is needed, please contact accommodations@communityactionhouse.org - thank you.

Equal Opportunity Employer

Community Action House is committed to creating a diverse work environment and is proud to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, sex (including pregnancy, childbirth, medical condition related to pregnancy or childbirth), sexual orientation, and gender identity, national origin, disability, age, genetic information, height, weight, marital status, veteran status, or any other status protected under applicable federal, state, or local laws. We encourage applicants of all backgrounds to apply. 
 
Note: This job posting is a description of the typical duties of this position, and is not intended to be a comprehensive list of all duties. Job incumbents may be asked to perform other duties as required.