GUEST SERVICES LEAD

Description

Position Title: Guest Services Lead

Reports to: Guest Services Supervisor

Job Classification: full-time, non-exempt 

Salary Range: $21.88 - $27.31 per hour

About Us:

Denver Rescue Mission has been serving the most vulnerable in our community for over 130 years. Our history is rooted in a love of Christ and a commitment to share that love with others. At multiple locations throughout our community, we help restore the lives of people experiencing homelessness and addiction through emergency services, rehabilitation, transitional programs, and community outreach.

The Opportunity: 

The Guest Services Lead 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. 

Responsibilities will include but not be limited to:

Emergency Service Duties 

• Work with the Guest Services Manager to maintain accurate records in SCRIBE 
• Maintain staff presence in the Guest Services office during critical hours as outlined by the Guest Services Manager 
• Ensure 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 issues 
• Direct new guests to the Intake process, helping to facilitate a warm handoff for those that are new to the environment 
• Reprint 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 employees 
• In cooperation with the Guest Services Manager, maintain a list of programs and services, both within DRM and partner agencies, for referral purposes 
• Oversee the Shelter signup and enrollment process 
• Develop and maintain a working mastery of the Next Step, LSCC and Shelter functions within SCRIBE 
• Know and help enforce the rules and expectations of Shelter and Lawrence Street Community Center 
• Appropriately supervise the assigned to the Contact Office, Guest Services Office, and Resource Room  
• Greet donors and process donations properly, following established procedures, provide donors with a donation receipt and information on MOC drop off options 
• Direct individuals to the proper place to sign up for Shelter Intake, assist in maintaining the appointment list for Next Step  
• Maintain check in protocols for appeals 
• Assist with Court set up and guest coming in for court services 
• Complete appropriate Incident Reports (IR) 
• Process paperwork for service animals and scan completed paperwork into SCRIBE 
• Provide oversight for phone charging when available 

Operations and Services Support 

• Helps to create and maintain an environment where Emergency Services guests feel safe and can be provided opportunities to pursue next steps 
• Ensures the security and safety of assigned facility and guests during shift  
• Sees to the welfare of guests by calling first responders  
• Ensures the cleanliness of guest services and contact, disposing of items not permitted in these areas, including guests’ personal items 
• Coordinates with Kitchen Team to alert them to receive and distribute purchased and GIK donated deliveries according to policy 
• Input maintenance and IT requests when needed 
• Maintain a list of staff cars for parking, distribute parking permits 

Other 

• Review staff time sheets for accuracy, notifying the Guest Services Manager of any concerns 
• Support 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 needed 
• Provide support, training and oversight to volunteers, Interns and Change Makers in Guest Services 
• Coordinate appropriately and as needed with staff of each DRM Emergency Services Facility 
• Other 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 needs 
• Assist Guest Services Manager in establishing and implementing protocols 

Requirements

 Minimal Qualifications and Requirements: 

• Abide by the Employee Handbook 
• Affirm the Statement of Faith  
• Agree to be governed by the Constitution and Bylaws 
• High school diploma or GED required. College education preferred 
• English/Spanish bilingual preferred 
• Proficient skills in MS Office software package and highly proficient in using an extensive database 
• Proven ability to maintain composure courteously and respectfully in stressful situations 
• Proven organizational skills with the ability to communicate clearly, both written and verbally 
• Proven ability to be prompt, dependable and work satisfactorily without close supervision 
• Proven capacity to interact cheerfully, respectfully, and professionally in all situations. 
• Proven ability to perform duties proficiently in a high traffic area where interruptions are common 
• Ability to maintain high level of confidentiality 

Benefits and Perks:

• Comprehensive health plan including medical, dental, and vision benefits.
• Generous vacation, sick time, and holidays, plus paid birthday off and refreshment day.
• Tuition reimbursement and child adoption benefits.
• Employer paid term life insurance, long-term disability, AD&D.
• Health savings account with generous employer contribution.
• Flexible spending account.
• Paid parental and bereavement leave.
• 401(k) with up to 5% company match and immediate vesting.
• Please access our highlights of the benefits package we offer here:

Denver Rescue Mission Benefits Guide  

Denver Rescue Mission is both an equal opportunity employer and a distinctly faith-based Christian organization. Denver Rescue Mission complies with applicable federal, state, and local employment laws, and strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, national original or ancestry, ethnicity, sex, sexual orientation, gender identity, age, disability, citizenship, parental status, marital status, political ideology, or current or prospective service in the uniformed services. This policy applies to all terms, conditions, and privileges of employment including recruitment, employment, training, and promotion opportunities. Based upon Title VII of the Civil Rights Act of 1964, the Colorado Anti-Discrimination Act, and the U.S. Constitution, Denver Rescue Mission has the right to, and does, hire only candidates who agree with our Statement of Faith and align with our Christian mission.   

Salary : $22 - $27