Job Description
Job Description
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 : None
Effective Date : January 2025
Position Summary
The Guest Services Associate-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 skillsExperience working in high-risk environments, with vulnerable populations, recovery facilities, and or people experiencing homelessnessDe- escalation / conflict resolution experience and demonstrated emotional intelligenceAbility to participate in a shift work scheduleProven ability to work independently while staying aligned with the priorities of the supervisorProficient knowledge of PC-based software and relevant applications and office equipmentPosition 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 neededAssist 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 behaviorsAssist 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 playerStrong communication and public speaking skillsStrong organizational skillsAbility to interact professionally with guests, employees, and donorsAbility to prioritize with an emphasis on quality and accuracy of workAbility to use sound judgment in decision makingAbility to perform all duties with integrity and excellenceAbility to honor confidences and keep confidential informationModel a servant attitudeMental and Physical Demands
Ability to work in a changing, growth-oriented environmentAbility to concentrate and apply mental processesAbility to work with disruptions, critical issues and emotional individualsAbility to operate with a positive attitudeAbility to move seamlessly from one task to anotherAbility to participate in travel experiencesAbility to remain in a stationary position for long periods of timeAbility to move about inside the facility to engage employees, clients and / or guestsAbility to frequently climb stairs, bend, squat, kneel, and reach upward or outward in performing tasksAbility to lift, carry, push and / or pull items weighing up to 50 poundsAbility to engage in limited exposure to health-related issues such as colds, viruses and other illnesses.
