Lead, Guest Services - Women & Children's Shelter

About the role

The Lead, Guest Services collaborates with a staff team to help create a safe, healing welcome center environment for Program Ministries in a Christian residential program. This position helps lead a team that provides information, referrals, and support services for our Ministries guests.

Responsibilities

• Provides direct supervision during weekly check-ins with Guest Services Associates I and II.
• Actively resolves problems with team members and guests.
• Leads team meetings as needed.
• Develop and implement training resources to support the Guest Services Associates team’s growth.
• Collaborates with Guest Services Manager to establish and implement goals for assigned areas.
• Oversee and update all documentation for the Guest Services Team.
• Oversee scheduling in Teams for Guest Services Associates Team.
• Uphold the guidelines of the Mission, confronting guests and leading them to self-evaluations when necessary.
• Train staff on front desk responsibilities, procedures, and customer service protocols including guest intake processes.
• Collaborate with team members and leadership to develop, revise, and implement policies and procedures.
• Support a positive, pleasant, and Christian atmosphere while participating in its grace-based ministry.
• Oversee proper handling of guest communication, including mail and phone messages, protecting the confidentiality of guests.
• Complete emergency intakes, enrolling new guests in Clarity as needed.
• Records a thorough record of events during each shift for End-of-Shift report.
• Assist with holiday event preparation and coordination.
• Make keys for the rooms as needed.
• Assist with other administrative tasks as needed.
• Participate in organizational meetings, training, and initiatives as required.
• Perform other duties assigned to support the Mission’s success.

Qualifications

• An associate degree is required.
• A combination of education and 4 years of experience may be substituted.
• 3 – 5 years of customer experience is required.
• One year of experience in de-escalating emergencies and crises required.
• Two years of experience working within a social services environment, with specific familiarity with any of the following areas, is preferred.
• Previous experience working in a Rescue Mission context is preferred.
• Microsoft Office Skills required.

Skills

This role requires strong leadership, communication, and customer service skills, as well as the ability to work in a fast-paced environment and handle emergency situations.

Benefits

• Medical / Dental / Vision.
• Basic Life Plan – 100% company paid.
• Voluntary Products including Life, AD&D, Disability, Accident and Critical Illness insurance.
• EAP and 24/7 Virtual Mental Health – 100% company paid.
• 4 weeks of paid vacation (accrued).
• Accrued paid sick time.
• 10 paid holidays + 1 Floating Holiday.
• Personal Day and Birthday holiday.
• Retirement benefits w/ company match.
• Continuing Education Reimbursement Program.

Pay

Target starting pay: $27.42 per hour.

Schedule

Scheduled: Monday – Friday, 2:00PM – 10:30PM.