Guest Services - FT

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 dignity and respect for all our guests and every staff member to receive during their time with us.

• 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.
• 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.
• Triage 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.

 Guest Services – Window

• Conduct a thorough search of all guests’ belongings, with a guest if available, every time they enter.
• Assist with guests’ medication check-in and daily distribution.
• Monitor distribution of clothing, hygiene, and other supplies.
• Oversee guests’ curfew and lights out times, and other schedules.
• Empty contents of the hot box, depending on shift and location.
• Manage and patrol areas during shift (security, phones, check-ins, etc.) and secure and lock facilities when appropriate.
• Check the smoke pit, laundry rooms, and room/dorm/dorm restrooms/casita, depending on shift.
• Provide information, answer questions, and respond to requests to help ensure their needs are met by the services offered at Gospel Rescue Mission.
• Conduct breathalyzer tests and UAs; follow through with documenting results; and email results to guest advocate/coach, manager, and director.
• Frequently monitor security cameras.
• Assist as requested in thorough daily and weekly room/dorm/casita checks, and provide instruction and guidance.

Guest Services – Courtyard Building

• Responsible for overseeing and monitoring all activities in the Wellness Center and the Library.
• Check guests, approved to use the Wellness Center, in and out of the web-based tracking system.
• Regularly monitor, organize, and clean the Library spaces, equipment, supplies, and restroom.
• Regularly monitor, organize, and clean the Wellness Center, equipment, supplies, and restroom.
• Contact GRM Volunteer Team regarding the volunteer lead class schedule.
• Address and report inappropriate use of the equipment and/or behavior of a guest to the Advocate, Manager, or Director
• Uphold Courtyard Building safety regulations, Fitness Area Rules, and “Programs Non-Negotiables”.
• Maintain Wellness Center sign-in sheet.
• Frequently monitor security cameras.
• Responsible for monitoring towels are properly placed in assigned areas and assigning the guests to towel laundering.

Guest Services - Welcome Center

• Conduct breathalyzer tests and UAs; follow through with documenting results; and email results to guest advocate/coach, manager, and director.
• Conduct a thorough search of all guests’ belongings, with a guest if available, every time they enter.
• Assist with guests, volunteers, visitors, and partners as needed.
• Answer phones and route calls to the correct person or take a message.
• Ensure that visitors and volunteers sign in upon entering and exiting GRM facilities.
• Receive donations and receipt donors as needed.
• Comply with the standard of confidentiality at all times.
• Under the directive of the Guest Services Manager, support GRM processes with guests.
• Ensure all Welcome Center volunteers and hospitality teams are adhering to the standard of operation.

Reports to: Guest Services Manager

Vacation Level: 1