Sr. Guest Services Associate

About the role

The Sr. Guest Services Associate collaborates with a staff team to help create a safe, healing welcome center environment for Program Ministries in a Christian residential program. This position is a part of a team to provides information, referrals, and support services for our Ministries guests. They are responsible for providing leadership for the guests, overseeing volunteers and activities, maintaining the facility’s safety and cleanliness.

Responsibilities

• Help maintain a positive, pleasant, and Christian atmosphere while participating in its grace-based ministry.
• Oversee safety and cleanliness of facility on shift, including bed checks and floor checks.
• Uphold the guidelines of the Mission, confronting guests and leading them to self-evaluations when necessary.
• Create and manage Guest Services team schedules to ensure adequate coverage and effective workflow.
• Create training materials to support the Guest Services Associates team’s growth.
• 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.
• Records a thorough record of events during each shift in staff log.
• Maintain daily communication with other staff via email.
• Perform janitorial and maintenance duties as needed.
• Medication observation for guests as needed.
• Perform Urine Analyses and Breathalyzers when needed.
• Assist in facilitating support groups and/or classes (Bible Studies).
• Manage office telephones, recording and organizing messages.
• Manage the intake process with new guests.
• Keep donations organized and put away.
• Assist with holiday event preparation and coordination.
• Make keys for the rooms as needed.
• Assist with other administrative tasks as needed.
• Perform other duties assigned to support the Mission’s success.

Requirements

• An associate degree is required.
• A combination of education and 3 years of experience may be substituted.
• 3 – 4 years of customer experience is required.
• One year of experience in de-escalating emergencies and crises is preferred.
• 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.

Qualifications

• An associate degree is required.
• A combination of education and 3 years of experience may be substituted.
• 3 – 4 years of customer experience is required.
• One year of experience in de-escalating emergencies and crises is preferred.
• 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

• Customer Service
• Leadership
• Volunteer Management
• Facilitation
• Training
• Policy Development
• Communication
• Emergency Response
• Healthcare Administration
• Facility Maintenance
• Medical Observation
• Event Coordination
• Administrative Support

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: $25.39 per hour

Schedule

Scheduled: Wednesday – Sunday 6:30AM – 3:00PM

How You Will Serve

Help maintain a positive, pleasant, and Christian atmosphere while participating in its grace-based ministry. Oversee safety and cleanliness of facility on shift, including bed checks and floor checks. Uphold the guidelines of the Mission, confronting guests and leading them to self-evaluations when necessary. Create and manage Guest Services team schedules to ensure adequate coverage and effective workflow. Create training materials to support the Guest Services Associates team’s growth. 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. Records a thorough record of events during each shift in staff log. Monitor incoming people, assisting and directing visitors and guests. Manage office telephones, recording and organizing messages. Manage the intake process with new guests. Keep donations organized and put away. Maintain daily communication with other staff via email. Perform janitorial and maintenance duties as needed. Medication observation for guests as needed. Perform Urine Analyses and Breathalyzers when needed. Assist in facilitating support groups and/or classes (Bible Studies). Assist with holiday event preparation and coordination. Make keys for the rooms as needed. Assist with other administrative tasks as needed. Perform other duties assigned to support the Mission’s success.

How You Qualify

• An associate degree is required.
• A combination of education and 3 years of experience may be substituted.
• 3 – 4 years of customer experience is required.
• One year of experience in de-escalating emergencies and crises is preferred.
• 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.

Pre-Employment

This position is subject to pre-employment, criminal background check and must be able to pass a 4-panel drug screen.