HOSPITALITY SUPERVISOR

Description

Position Title: Hospitality Supervisor

Reports to: Director Guest Services and Hospitality

Job Classification: Full-time; Non-exempt

Salary Range: $24.04 - $30.05 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 Hospitality Desk Supervisor will oversee the daily operations of the Hospitality Desk. This will include ensuring adherence to Denver Rescue Mission (DRM) policies and maintaining effective team management. This position will require flexibility in shifts to accommodate the varying needs of the services provided.

Responsibilities will include but not be limited to:

OPERATIONS and ADMINISTRATIVE DUTIES:

• Manage programmatic move-ins, ensuring all documentation, compliance folders, and room placements are properly handled.
• Maintain data quality in Scribe, including intake documentation, background checks, and HMIS processes.
• Oversee financial processes: verify collection of fees, prepare weekly cash deposits, notify case management of overdue fees, and handle fee refunds.
• Ensure that rooms are being assigned in compliance with HUD and coordinate room readiness with maintenance and custodial staff for quick turnaround.
• Lead audits in tandem with the director for programs on site.
• Ensure overall facility safety and security as a member of the Safety Committee.
• Coordinate scheduling and training for New Life Program participants on Hospitality Desk duties, phone etiquette, soft skills, and professional conduct.
• Ensure staff and participants complete Humble, Hungry, Smart reviews.
• Maintain knowledge of SCRIBE, HMIS Database, and facility policies and procedures.
• Create the Work Readiness schedule each week to provide adequate coverage among the necessary areas.
• Ensure coverage of the Administration & Education Hospitality Desk. 

WORK READINESS:

• Determine work readiness placements and slots by location, shift, and function, adjusting for dynamics of seasonal needs.
• Oversee time scanning functionality in the program database (Scribe). 
• Communicate regularly with Director of Guest Service and Hospitality, New Life Program Care Team to discuss participant needs.
• Build relationships with Work Readiness Supervisors, Chaplains, Case Managers, Counselors and participants to promote a trusting work environment.
• Manage work readiness teams in Scribe to maintain data integrity.
• Implement and document processes that result in quality data in/data out of Scribe.
• Participate in programmatic meetings to discuss the status of Work Readiness.
• Conduct New Life Program Work Readiness Orientation for incoming participants.

SUPERVISION of STAFF:

• Supervise Hospitality Desk Agents, addressing concerns with the Director of Guest Services and Hospitality.
• Schedule shifts to ensure adequate coverage and hold individual performance meetings.
• Conduct employee reviews and address performance issues according to the Progressive Disciplinary process.
• Approve timecards, PTO, and manage instances of overtime, missed shifts, and early departures.
• Available to cover shifts when HDA is absent.
• Other Duties as Assigned.

Requirements

Minimal Qualifications:

• Bachelor’s degree or comparable degree in Business, Education, Hospitality, or related field.
• Four years of related work experience.
• A combination of education and experience may be substituted.
• Be flexible with shifts due to operational needs. Must be willing to work a forty-hour work week including Saturdays and evenings as needed. The person in this role will need to manage their schedule to meet these needs, with the approval of the Director of Guest Services and Hospitality.
• Active Driver’s License and ability to travel to other locations.

Skills and Abilities:

• Strong organizational and prioritization skills.
• Ability to manage, develop, and train staff.
• Self-starter, highly adaptable, and receptive to feedback.
• Maintain and identify appropriate boundaries in a support services environment.
• Heart for ministry to low-income populations. 
• Strong computer skills, proficient in MS Office (Word, Excel, Outlook).

Benefits and Perks:

• Comprehensive health plan including medical, dental and vision benefits.
• Generous vacation, sick time, and holiday pay, 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.
• 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 : $24 - $30