Guest Services Coordinators

Scope of Work For Guest Services Coordinator

Contract Type: 1099 Independent Contractor  Compensation: $20 per hour

The Guest Services Coordinator provides welcoming, mission-aligned front desk coverage and Box Office support for the André Cailloux Center. This role ensures that every visitor—whether a drop-in guest, tour participant, or event attendee—experiences ACC's values of remembrance, reclamation, belonging, and cultural justice from the moment they arrive.

Success Profile

• Customer Service Excellence: Warm, welcoming, and mission-aligned presence; committed to delivering exceptional experiences for guests, clients, and community members

• Administrative Competency: Comfortable handling phones, emails, basic inquiries, and light coordination tasks

• Tech-Savvy: Proficient with ticketing systems (Eventbrite, Brown Paper Tickets, internal platforms) and POS systems for credit card and cash transactions

• Detail-Oriented & Trustworthy: Accurate with cash handling, data entry, guest lists, and financial transactions; maintains confidentiality of guest data

• Flexible & Collaborative: Comfortable with variable scheduling (some weekdays, some event nights); works well under Onsite Gathering Manager direction during events

• Mission Alignment: Deep appreciation for Black history and culture; commitment to ACC's values of remembrance, reclamation, belonging, and cultural justice

Key Responsibilities

1. Front Desk Coverage (Non-Event Hours)

• Greet all visitors warmly and provide information about ACC's programs, tours, and upcoming events

• Answer phones and respond to inquiries about rentals, tours, programming, and general ACC operations

• Handle walk-in tour requests and coordinate with the Gatherings & Bookings Manager for scheduling

• Provide light administrative support: directing calls to appropriate team members, coordinating urgent needs, and maintaining a welcoming environment

• Log visitor inquiries and front desk activity for tracking and follow-up

2. Box Office Support (High-Capacity Events)

Reporting Structure: During events, Guest Services Coordinators work under the supervision and direction of the Onsite Gathering Manager, who leads all event operations.

• Will-Call & Check-In: Process guest check-ins efficiently using ticketing software; verify reservations and issue tickets or wristbands as needed

• Walk-Up Sales: Handle day-of ticket sales using ACC-approved ticketing software and POS systems for credit card and cash transactions

• Financial Reconciliation: Assist Onsite Gathering Manager with pre-event bank verification and post-event financial reconciliation (cash counts, credit card receipts, sales summaries)

• Guest Flow Management: Maintain high-level hospitality at Box Office to ensure smooth guest ingress and curtain time integrity

• Event Capacity Coordination: Box Office support is typically needed for events with 100+ attendees; the Gatherings & Bookings Manager coordinates staffing based on event size

3. System Proficiency & Operational Readiness

1099 Compliance Note: As an independent contractor, Guest Services Coordinators are expected to arrive with demonstrated proficiency in ticketing systems and POS operations. ACC provides system orientation and operational briefings to ensure familiarity with ACC-specific platforms, but contractors are responsible for their own professional skill development.

• Ticketing Platforms: Eventbrite, Brown Paper Tickets, and ACC's internal ticketing systems

• POS Systems: Credit card processing and cash handling protocols

• Communication Tools: ConnectTeam for scheduling, role adjustments, and team coordination

4. Cross-Training & Coverage Flexibility

• Box Office Management: Cross-trained with Onsite Gathering Managers in both front-facing Box Office operations (guest check-in, sales) and back-office responsibilities (financial reconciliation, reporting)

• Space Walkthroughs: Cross-trained to conduct basic client walkthroughs and space tours, highlighting ACC's architecture, capacity, and cultural significance

• Flexible Role Boundaries: While the core mandate is front desk + Box Office support, cross-training enables flexible coverage across guest-facing operations as ACC's needs evolve

Work Expectations

• Schedule: Flexible, variable hours including weekdays (front desk shifts) and event evenings/weekends (Box Office support). Scheduling managed through ConnectTeam.

• Location: All work performed onsite at the André Cailloux Center, 2541 Bayou Road, New Orleans, LA 70119

• Supervision: During front desk shifts, Guest Services Coordinators operate independently and coordinate with Gatherings & Bookings Manager as needed. During events, Guest Services Coordinators report to the Onsite Gathering Manager who provides event-day direction and supervision.

• Communication: Primary coordination through ConnectTeam for scheduling updates, role adjustments, and operational standards. Gatherings & Bookings Manager serves as main point of contact for scheduling questions and availability coordination.

Compensation & Invoicing

• Hourly Rate: $20 per hour for all work (front desk coverage and Box Office support)

• Invoicing: Contractor may submit invoices as work is completed or at least once per month

• Payment Terms: ACC operates on net-30 terms; payment will be made within 30 days of receiving a complete and approved invoice

• Payment Platform: All payments processed via Bill.com

Team Collaboration

Guest Services Coordinators work as part of ACC's integrated event operations team:

• Gatherings & Bookings Manager: Primary point of contact for scheduling, front desk coordination, and Box Office staffing needs

• Onsite Gathering Managers: Supervise Guest Services Coordinators during high-capacity events; provide event-day direction for Box Office operations

• Technical Operators: Cross-training partners for space walkthroughs and facility knowledge

• Facilities Team: Coordinate on building access, climate control, and facility readiness during front desk shifts

Note on High-Capacity Events: For events with 100+ attendees, the Onsite Gathering Manager will supervise additional Box Office volunteers or Guest Services Coordinators to ensure smooth ticketing flow, accurate financial reconciliation, and excellent guest experience.

Independent Contractor Status

• Guest Services Coordinators are engaged as independent contractors, not employees of ACC

• Contractors are solely responsible for all federal, state, and local taxes, including self-employment taxes

• No employee benefits (e.g., health insurance, paid leave, retirement) will be provided

• Contractors are responsible for providing their own tools, equipment, and internet access