What are the responsibilities and job description for the Guest Services Manager position at Vineyard Cincinnati?
Guest Services Manager
The Healing Center is a mission-driven non-profit organization dedicated to empowering the most vulnerable populations of Greater Cincinnati with the emotional, social, and financial tools they need to achieve self-sufficiency and a thriving future. We exist to Inspire Hope, Foster Growth, Meet Needs, Build Relationships, and Reflect God’s Love in all we do.
As a staff member at the Healing Center you will have a significant impact on over 25,000 families through your work to promote personal growth and self advocacy. Through this role, you will have the opportunity to help meet the most pressing needs of the community by playing a direct role in influencing a culture of excellent customer service and database management.
The role involves developing, managing, and overseeing standards for Healing Center. Guest Services to ensure consistent and accurate database management. This includes providing ongoing coaching for volunteers to maintain database integrity effectively. The position requires collaboration with technical support teams to ensure the database meets the organization's needs.
Essential Duties & Responsibilities:
Guest Intake and Processing:
- Create a warm and welcoming environment for all guests, promoting dignity and respect.
- Supervise the intake and processing of guests checking in for services.
- Develop and maintain consistent standards of care for guests.
- Train Guest Services volunteers to accurately and consistently enter guest information into the Rock database.
Database Management:
- Collaborate with the Executive Administrator, Database Administrator, and IT
- Support to ensure accurate database management.
- Work closely with the Rock Database Administrator to ensure the Rock database functions correctly and resolve any database and network issues.
- Establish and maintain uniform database standards to prevent errors and duplicate entries.
- Ensure Guest Services volunteers adhere to consistent data entry standards.
- Regularly review guest information in the database to maintain data integrity.
Volunteer Team Leadership:
- Manage the onboarding, training, and development of volunteer Guest Services.
- Conduct daily meetings to ensure effective service provision.
- Oversee volunteer scheduling, ensuring placements are balanced and assigned according to skills, gifts, and interests.
- Address and resolve issues and concerns, escalating them to the Healing Center Executive Director when necessary.
REQUIRED COMPETENCIES
- Systems Management
- Relational Skills
- Attention to detail
- Volunteer Development
- Time Management
- Quality of Work
- Problem Solving
- Ability to Collaborate Across Multiple Teams
- Servanthood
Vineyard Cincinnati Church’s expectations of staff is that we model healthy discipleship by being an active participant within the life of the church. This is demonstrated primarily by commitment to being a VCC Partner. The VCC Partner Commitment includes basic behaviors like attending worship services, exercising personal spiritual disciplines, Biblical conflict resolution, and tithing 10% of your income.
QUALIFICATIONS
EDUCATION High School Diploma/GED; Bachelor’s Degree preferred
EXPERIENCE 3 years minimum in management and administration of community
assessment and referral program in non-profit or ministry
PHYSICAL REQUIREMENTS Sitting, Standing, Walking, Hearing
