Guest Services Lead
: Job Details :

Job TypeFull-timeDescriptionThe Guest Services Lead (GSL) is a full-time, non-exempt position of Denver Rescue Mission (DRM). The GSL reports directly to the Guest Services Manager and is responsible for scanning, shelter reservations and enrollments, answering the phones, greeting visitors, and working the Emergency Services team to accomplish a variety of administrative and communication duties associated with the Contact Office, Guest Services office, and Resource Room. The individual will bring all areas of concern to the attention of the Guest Services Manager. Emergency Services operates 24 hours/day, 365 days a year. Flexibility to work shifts throughout the week, including weekends and holidays, is required. This position will provide oversight to the Guest Services team, working with the Guest Services Manager to establish and implement policies and procedures as they relate to Guest Services and Contact.RESPONSIBILITIESEmergency Service DutiesWork with the Guest Services Manager to maintain accurate records in SCRIBEMaintain staff presence in the Guest Services office during critical hours as outlined by the Guest Services ManagerEnsure all incoming guests, visitors, etc. are checked in appropriately via scanning into SCRIBE and/or Clarity, and that all guests that have been Asked to Leave (ATL) are prevented from entering the facility and referred to the appeal process to address their issuesDirect new guests to the Intake process, helping to facilitate a warm handoff for those that are new to the environmentReprint cards for guests who have lost cards, following the process established by the Guest Services Manager.Coordinate efforts with the Emergency Service team to respond to immediate needs by contacting first responders or other supports as needed, maintaining appropriate records of calls and incidents.Ensure all incoming calls and questions are responded to in a timely manner by ensuring that all personnel have a working knowledge of our available services as well as primary referral agencies, and incoming calls transferred to the appropriate employeesIn cooperation with the Guest Services Manager, maintain a list of programs and services, both within DRM and partner agencies, for referral purposesOversee the Shelter signup and enrollment processDevelop and maintain a working mastery of the Next Step, LSCC and Shelter functions within SCRIBEKnow and help enforce the rules and expectations of Shelter and Lawrence Street Community CenterAppropriately supervise the assigned to the Contact Office, Guest Services Office, and Resource RoomGreet donors and process donations properly, following established procedures, provide donors with a donation receipt and information on MOC drop off optionsDirect individuals to the proper place to sign up for Shelter Intake, assist in maintaining the appointment list for Next StepMaintain check in protocols for appealsAssist with Court set up and guest coming in for court servicesComplete appropriate Incident Reports (IR)Process paperwork for service animals and scan completed paperwork into SCRIBEProvide oversight for phone charging when availableOperations and Services SupportHelps to create and maintain an environment where Emergency Services guests feel safe and can be provided opportunities to pursue next stepsEnsures the security and safety of assigned facility and guests during shiftSees to the welfare of guests by calling first respondersEnsures the cleanliness of guest services and contact, disposing of items not permitted in these areas, including guests' personal itemsCoordinates with Kitchen Team to alert them to receive and distribute purchased and GIK donated deliveries according to policyInput maintenance and IT requests when neededMaintain a list of staff cars for parking, distribute parking permitsOtherReview staff time sheets for accuracy, notifying the Guest Services Manager of any concernsSupport adherence to the schedule for Guest Services staff that provides adequate coverage for designated hours at Emergency Service facilities, coordinating with the Guest Services team for additional coverage when neededProvide support, training and oversight to volunteers, Interns and Change Makers in Guest ServicesCoordinate appropriately and as needed with staff of each DRM Emergency Services FacilityOther tasks as assigned by the Guest Services Manager and Director of Homelessness Resolution.This position is full-time and should not exceed 40 hours per week, except in special circumstances, as approved by the Guest Services Manager. Hours change based on scheduling needsAssist Guest Services Manager in establishing and implementing protocolsRequirementsAbide by the Employee HandbookAffirm the Statement of FaithAgree to be governed by the Constitution and BylawsHigh school diploma or GED required. College education preferredEnglish/Spanish bilingual preferredProficient skills in MS Office software package and highly proficient in using an extensive databaseProven ability to maintain composure courteously and respectfully in stressful situationsProven organizational skills with the ability to communicate clearly, both written and verballyProven ability to be prompt, dependable and work satisfactorily without close supervisionProven capacity to interact cheerfully, respectfully, and professionally in all situations.Proven ability to perform duties proficiently in a high traffic area where interruptions are commonAbility to maintain high level of confidentialitySalary Description$21.88 - $27.31