Guest Services Associate-Overnight

Job Title: Guest Services Associate-Overnight

Team: Men’s Center - Program & Shelter

Classification: Full-Time, Hourly Non-Exempt

Reports To: Program and Shelter Manager

Direct Reports: One

Effective Date: January 2025

Position Summary

The Guest Services Assoicate-Overnight is a dedicated and compassionate teammate supporting Oliver Gospel’s Men’s Recovery Programs and Shelter. The Guet Services Associate serves as the main front desk point of contact for individuals entering the Men’s program or seeking shelter services, support, and other resources. This role is crucial in ensuring a welcoming and organized environment for guests/program members, partners, and other visitors.

Position Qualifications

For Employment with Oliver Gospel

• A believer in Jesus Christ
• Affirm without reservation Oliver Gospel’s Statement of Faith
• Fully support Oliver Gospel’s Statements of Mission and Vision
• Ability and desire to work in harmony with other Oliver Gospel employees
• Be on time and ready to work at the assigned work location on every scheduled day of work
• Due to sensitivity for potential impact upon Oliver Gospel’s Program Participants, the use of alcohol, tobacco and/or vaping products is not permitted during scheduled work hours or at any Oliver Gospel event
• Valid South Carolina driver’s license

For the Guest Services Associate

• High School Diploma or equivalent, certifications and college preferred (ministry background a plus)
• Minimum of one year of proven administrative experience and skills
• Experience working in high-risk environments, with vulnerable populations, recovery facilities, and or people experiencing homelessness
• De-escalation/conflict resolution experience and demonstrated emotional intelligence
• Ability to participate in a shift work schedule
• Proven ability to work independently while staying aligned with the priorities of the supervisor
• Proficient knowledge of PC-based software and relevant applications and office equipment

Position Responsibilities

• Greet visitors and guests courteously and professionally.
• Provide information about available services, programs, and resources offered at the shelter and recovery center.
• Maintain a clean and organized front desk area and maintain shift communication log.
• Register visitors and/or assist guest program members with intake procedures as needed
• Assist with confirming bed assignments, conducting personal belonging searches, and drug/alcohol substance screenings when required.
• Answer phone calls, respond to inquiries, and direct calls to the appropriate staff members.
• Assist with administrative tasks such as reception organizing, filing, data entry, record-keeping, and other common reception duties.
• Become proficient in all aspects of Oliver Gospel’s HMIS and other required systems.
• Communicate effectively with program members, staff, and volunteers to facilitate a positive and supportive environment.
• Collaborate with other team members to address client needs and concerns promptly and effectively to include strong collaboration with Connections staff and Life Coaches.
• Provide participant counts for Chapel services and special events/activities in the facility.
• Assist with providing linens, hygiene items, and meals.
• Assist with receiving and recording donation items and taking and submitting requests.
• Assist with operating the sound system and Smart TV in Oliver Hall when needed.
• Helps facilitate Rapid Shelter/Cold Weather (ER Shelter).
• Drive company vehicles and transport guests when needed (approved MVR required).
• Develop relationships with Refresh guests and chart/report their needs and behaviors
• Assist with dispensing medications as needed.
• Work with relevant staff to ensure program members have proper clothing and essentials upon entry and throughout the programs.
• Monitor and ensure the security of the front desk and other facility areas on and off camera.
• Deescalate and provide support for people in crises, deferring up to Life Coaches or Managers when facing escalated situations.
• Report all policy violations, substance abuse/suspicion, and/or other threats life or health threats to staff or program members.
• Enforce shelter program structure, policy, standards, and protocols, including ensuring the front desk is never left unattended without direct coverage and/or is locked up securely with approval (program members never left in the facility without proper staff supervision).
• Perform other duties as assigned by the supervisor.
• Overnight Guest Services Associate: duties require additional rounds and facility checks, data entry and reporting on clothing/other essentials, data entry for meals, occupied bed counts/other required information, and other support duties as needed and directed by the supervisor.

Core Competencies

• Strong team player
• Strong communication and public speaking skills
• Strong organizational skills
• Ability to interact professionally with guests, employees, and donors
• Ability to prioritize with an emphasis on quality and accuracy of work
• Ability to use sound judgment in decision making
• Ability to perform all duties with integrity and excellence
• Ability to honor confidences and keep confidential information
• Model a servant attitude

Mental and Physical Demands

• Ability to work in a changing, growth-oriented environment
• Ability to concentrate and apply mental processes
• Ability to work with disruptions, critical issues and emotional individuals
• Ability to operate with a positive attitude
• Ability to move seamlessly from one task to another
• Ability to participate in travel experiences
• Ability to remain in a stationary position for long periods of time
• Ability to move about inside the facility to engage employees, clients and/or guests
• Ability to frequently climb stairs, bend, squat, kneel, and reach upward or outward in performing tasks
• Ability to lift, carry, push and/or pull items weighing up to 50 pounds
• Ability to engage in limited exposure to health-related issues such as colds, viruses and other illnesses.