Guest Services Associate Lead, Ventura, Ca

POSITION TITLE:       Guest Service Associate Lead

REPORTS TO:            Operations Manager

LOCATION:               Ventura, CA

CLASSIFICATION:      Non-Exempt

SALARY:                   $19.00 - $22.00 Hourly Rate

PERTINENT INFORMATION:

• Work Shift: Saturday - Wednesday, 7:00AM - 3:30PM
• This position to be filled as soon as possible

Guest Services Associate

The Guest Service Associate Lead (GSAL) will provide support and leadership while overseeing the day-to-day functions of the Guest Service team members on their assigned shift (Overnight) at our Ventura Facility. They will be responsible for providing a hospitable and safe environment in which guests experience dignity and respect. 

Responsibilities and Initiatives

To help NHF meet its growth goals, the Guest Service Associate - Shift Lead will:

• Collaborate with Operations Manager to schedule staff to ensure shifts have sufficient coverage.
• Must be dedicated to enhancing the overall guest experience.  Develop and oversee activities for our guests. Ensure that GSAs are proactive in this area.
• Delegate tasks to GSA team members in alignment with departmental goals. Complete shift assignment sheets in collaboration with Operations Manager.
• Conduct shift meetings in the absence of the Operations Manager to debrief or discuss ongoing staff support.
• Attending regularly scheduled team meetings and training. Complete daily shift handoff meetings, participate by communicating critical guest needs in collaboration with interdisciplinary teams.
• Collaborate with Social Services and nursing department to ensure information is accurately received and executed by GSA while on shift.
• Provide quality assurance, coaching and support to GSA team; collaborate with the Operations Manager to plan, monitor, and appraise job tasks and responsibilities.
• Implement systems, policies and procedures as directed by the Operations Manager and Director, delegating new assignments to team members, as needed.
• Review daily logs and shift notes for accuracy and completion. Complete inspections of all assigned duties for accuracy, completion, and address according and report to Operations Manager as directed.
• Ensure all incident reports and/reporting and supportive documentation are completed accurately for Operations Manager & Director’s review.
• Ensure the safety and security of the facility; conduct safety drills as scheduled by Operations Manager and Director; assist and respond quickly to potential safety threats, taking the lead role in emergency evacuations. 
• Assist with GSA onboarding and provide ongoing training, as needed.
• Perform all general Guest Service Associate responsibilities to assist team.
• Demonstrate the ability to handle moderate shift related matters and provide solutions in tandem with Operations Manager and Director’s instructions and guidelines.
• Ensure all Emergency Action Plan (EAP) drills and documentation are completed and presented to the Operations Manager for review.
• Flexibility to adapt to schedule changes and or work additional shifts to meet the needs of the facility, notwithstanding labor laws.
• Must work as an extension of Operations Manager in their absence.
• Complete additional assignments, responsibilities, and tasks as needed to meet the needs of the facility.
• Always follows NHF polices and procedures.

Requirements

• Minimum 2 years caregiver experience in a Healthcare or Recuperative Care environment (preferred).
• No write-ups or performance improvement plan within the last 6 months (internal hires).
• Excellent communication skills both oral and written; time management and strong organizational skills.
• Flexible schedule, with the availability of coming in to fill in vacant shifts due to call offs.
• Positive and professional attitude.
• Ability to communicate effectively with all levels of staff, guests, and visitors.
• Intermediate computer proficiency in Microsoft Office Suite that includes Outlook, Word, Excel required.
• Current CPR and First Aid Certification (Preferred but not required) Valid CA driver’s license.
• Bi-lingual in Spanish preferred.

Physical Requirements

The duties as described will required frequent standing and walking.  The employee will frequently bend/stoop, squat, reach above the shoulders, twist, and turn, kneel, and push/pull. The employee will frequently be required to lift/pull/push/move up t