Guest Services Lead

Qualifications: 3-plus years of experience as an assistant manager, team lead, or in office management. Strong leadership and organizational skills. Excellent verbal and written communication skills. Excellent computer abilities using Microsoft Office and web-based management systems. Proficient listener and problem-solver. Excellent verbal and written communication skills Excellent organizational skills and attention to detail Proficient with accounting software and standard office and accounting equipment Personal integrity, truthfulness and accountability are critical, invaluable and essential characteristics Maintain a valid Arizona Driver’s License and must have a clean driving record Bilingual English/Spanish a plus Physical Demands: · Requires frequent sitting, standing, and walking and lifting, carrying, pushing, and pulling objects weighing up to 50 pounds Mental Demands: · The population we serve is typically in crisis.

This can cause emotional stress and compassion fatigue. GRM highly promotes employee self-care Employment Status: Full-time 40 hours per week non-exempt; eligible for benefits; eligible for paid time off Anticipate flexible schedules and scheduled rotation Reports to: Guest Services Manager Starting rate of pay: $16.00 hour Responsibilities & Duties Guest Services is the first impression for guests at Gospel Rescue Mission, responsible for initial or sustained contact with all who enter Gospel Rescue Mission.

We have the first and the most interaction with the guests of Gospel Rescue Mission. It is imperative that we set the standard of love, grace, dignity and respect for all our guests and every staff member. • Establish and build healthy Christ-honoring relationships with guests, while maintaining professional boundaries including guest confidentiality. • Warmly greet all guests, including, but not limited to, visitors, volunteers, vendors, staff, donors, community groups, church groups, and public officials.

• Actively participate in the process of raising the standard in the Guest Services areas of responsibility. • Under the leadership of the Guest Services Manager, maintain the Standard of Excellence and actively participate in the process of upholding this standard among the Guest Services Team. • Assist the Guest Services Manager to ensure day-to-day operations run smoothly. • Assist the Guest Services Manager with training the Guest Services Team.

• Lead, motivate and positively influence the team. • Assist the Guest Services Manager with addressing training/coaching matters in a timely fashion. • Ensure policy and procedures are followed. • Comply with the HIPAA Compliance, Privacy and Security Rules, and GRM’s Confidentiality Policy. · Maintain thorough and timely guest records in a web-based tracking system, in the General Log, document any interactions, concerns, or other pertinent information regarding guests, etc.

• Intake guests to determine services needed or assistance requested and assist as needed or direct guests to appropriate staff. • De-escalate adverse situations, both physically and emotionally, appropriately redirecting or initiating other measures to control behavior by providing appropriate crisis intervention and conflict resolution as needed. • Respond to and handle emergency needs (medical, emotional, physical).

• Work with Security and Security Team and IT Security to ensure the security of the building in emergencies. • Report safety and security needs or concerns to the Safety & Security Manager, Guest Services Manager, and Director of Shelter Program. • Report IT needs or concerns to the IT Team. • Report Maintenance/Facility needs or concerns to the Maintenance/Facility Team. · Work in other Guest Services areas as required.

Aid with the provision of transportation, as appropriate or as direct. Respond to requests for service and assist in a courteous and professional manner. · Attend professional training and networking opportunities as directed. · Attend staff meetings or other meetings as directed. · Perform other duties as assigned. Assist Guest Services Manager in the following area: Guest Services – Community Service · Assign and assist with guests’ Community Service assignments Professional Development · Achieve weekly, monthly, quarterly, and annual success goals as approved and by GRM benchmarks and strategic plan · Attend professional training and networking opportunities as directed · Attend staff meetings or other meetings as directed · Perform other duties as assigned Requirements Gospel Rescue Mission is a 501 (c)(3) not-for-profit religious organization that provides social service programs to the homeless and working poor.

Everything we do in this ministry should be centered on the will of God and honor the name of Jesus Christ Gospel Rescue Mission's policy is to complete a background check, drug test, and motor vehicle authorization for applicants in the conditional offer stage.