Position Details
Position Type: Full-time, Regular, 32 hours/week (including evenings and Saturdays on a rotating basis)
Overtime Status: Non-Exempt
Reports To: Senior Manager, Resource Navigation
Direct Reports: Guest Services Associates
Department: Guest Services & Resource Navigation
Primary Location: Food Club & Opportunity Hub
Compensation & Benefits: $19.00 - $22.00 / hour; eligible for full-time benefits
Summary
The Guest Services Assistant Manager leads the Guest Services team in day-to-day business operations. While in this role, you will be leading, managing and coaching Guest Services team members and will be responsible for setting the tone of being Radically Welcoming and Guest-Centered. Day-to-day responsibilities will include scheduling, problem solving and managing the team, as well as front desk coverage. The ideal candidate must provide excellent customer service, welcome all clients and visitors with respect and compassion, make quick decisions, and effectively manage administrative tasks all in an often fast-paced environment. This position supports our programming by registering guests for memberships, providing internal and external referrals, distributing diapers and formula, answering phones, and maintaining a clean and Radically Welcoming environment. Bilingual proficiency in spoken Spanish is strongly preferred.
Responsibilities & Essential Duties

• Works closely with the Senior Manager of Resource Navigation to set, implement and measure department goals.
• Ensures the team lives into the organization's values, especially Radically Welcoming, Leading with Kindness, and Guest-Centered to enhance the guest experience at Food Club.
• Sets daily, weekly and weekend desk schedules to ensure adequate staffing levels at the front desk.
• Collaborates with supervisor, direct reports, and other teams to ensure flow of information and success of key project outcomes.
• Leads, manages, develops, and retains Guest Services team members by charting an annual course of direction and monitoring quarterly progress toward annual goals. This includes leading various 1:1 and departmental meetings.
• Works with the guest services team on day-to-day food club membership operations.
• Work with partner agencies to coordinate on-site Food Club membership events and serve as the point person for Food Club vouchers with external partners.
• Support onsite partner relationships, including scheduling onsite tabling, onsite partner events or offerings, and coordinating the monthly onsite calendar.
• Primary problem solver and troubleshooter for day-to-day operations.
• Work collaboratively with the Volunteer Experience Champion to expand volunteer opportunities, creating training documentation and pathways for easy onboarding and training of new volunteers to work in our 'One Team' approach to service.
• Collaborate with supervisor, direct reports, and other teams to ensure flow of information and success of key project outcomes.
• Leads, manages, develops, and retains Guest Services team members by charting an annual course of direction and monitoring quarterly progress toward annual goals. This includes leading various meetings.
• Other duties as assigned by the Senior Manager of Resource Navigation.

Supervision Received

• General Direction: Receives broad guidance and direction and has some autonomy in decision-making and flexibility in determining how to achieve goals. Supervisor provides support and resources as needed but may not be directly involved in day-to-day decision-making or task assignments.

Supervisory Responsibilities

• Primary Supervisor: Serves as a People Leader (supervisor). Develops a healthy working relationship to support those they directly supervise. Manages workload, up-skilling and training of employees, and provides regular feedback. Responsible for timesheet approval, approving employee time off, and scheduling. Has influence on compensation, hiring, and termination decisions.

Education & Experience

• 6 years of relevant experience required
• 1 years of supervisory experience required
• Bachelor's Degree required; or in place of a degree, equivalent years of experience
• Bilingual Spanish proficiency preferred

Qualifications

• Strong customer service skills with the proven ability to work with diverse populations.
• Interest in social services/human services, previous experience preferred.
• Strong, active listening skills and ability to offer empathy.
• Integrity, positive attitude, strong work ethic, and self-directed, with a strong commitment to continuous improvement.
• A team player with a flexible and creative approach within a friendly, yet demanding, work environment.
• Ability to handle a variety of constituencies, manage multiple tasks simultaneously and thrive in a complex environment with multiple priorities.
• Knowledge of client systems and greater Holland community, particularly the culture of poverty, issues regarding affordable housing, and an understanding of addiction/substance abuse.
• Working knowledge of Google applications and platforms.
• Ability to prioritize and manage multiple tasks without direct supervision.
• Analytical and problem-solving skills with the ability to interpret information to support decision making.
• Fosters trust with others by consistently conducting work with honesty, reliability, and mutual respect, while also demonstrating transparency and emotional openness.
• Cultivates a collaborative and supportive work environment, empowering team members, fostering collaboration and teamwork, and providing guidance and mentorship as needed.
• Ability to mitigate and resolve conflicts, fostering a calm and constructive environment where team members feel supported and conflicts are effectively managed.
• Demonstrate a genuine passion for our mission and a commitment to upholding our team's values: Radically Welcoming, Guest-Centered, Lead with Kindness, Curiosity-Driven, Always Improving, Collaborative by Design, Contagious Commitment, & One Team
• Ability to work effectively in collaboration with diverse groups of people.
• Willingness and interest in continuous learning and adaptation based on your professional interests and organizational needs.
• A high standard of performance and integrity, and ability to lead by example to foster a positive workplace culture.
• Proficiency in clear and effective written and verbal communication, and ability to develop trusting professional relationships.

Physical Requirements

• Frequently work in stationary position
• Frequently move about work area
• Occasionally use hands/fingers to handle or feel
• Frequently reach with hands and arms
• Occasionally ascend/descend (stairs/ladder/etc.)
• Occasionally bend, stoop, kneel, crouch, or crawl
• Continuously use eyesight clarity/accuracy or visual perception
• Continuously read and understand written word
• Continuously operate computer and general office machines
• Occasionally use ability to push, pull, and lift up to 20 pounds

Other Factors

• Access to consistent and reliable transportation
• Evening hours regularly, on a rotating schedule
• Weekend hours regularly, on a rotating schedule