GUEST SERVICES LEAD

Description

DENVER RESCUE MISSION                                                                                                   Job Announcement 
Position Title: Guest Services Lead - LSCC
Reports to: Guest Services Supervisor

Job Classification: Full-time; non-exempt

Salary Range:  $21.88 - $27.31 per hour 

About Us:

Denver Rescue Mission has been serving the most vulnerable in our community for over 130 years. Our history is rooted in a love of Christ and a commitment to share that love with others. At multiple locations throughout our community, we help restore the lives of people experiencing homelessness and addiction through emergency services, rehabilitation, transitional programs, and community outreach.

The Opportunity: 

POSITION SUMMARY

The Guest Services Lead (GSL) is responsible for scanning, shelter reservations and enrollments, answering the phones, greeting visitors, and working the Guest Services coordinators to accomplish a variety of administrative and communication duties associated with the Guest Service desks at either the Lawrence Street Community Center, Lawrence Street Shelter, or 48th Ave. Shelter. The individual will bring all areas of concern to the attention of the Guest Services Supervisor. Guest Services is a 365 day 7-day a week operation. Flexibility to work shifts throughout the week, including weekends and holidays, is required. This position will provide oversight to the Guest Services coordinators, working with the Guest Services Supervisor to establish and implement policies and procedures as they relate to Guest Services.   

RESPONSIBILITIES

Responsibilities will include but not be limited to:
Emergency Service Duties 

• Works with the Guest Services Supervisor to maintain accurate records in SCRIBE.
• Maintains staff presence in the Guest Services office during critical hours as outlined by the Guest Services Supervisor.
• Ensures all incoming guests, visitors, etc. are checked in appropriately via scanning into SCRIBE and/or Clarity, and that all guests that have been asked to leave (ATL) are prevented from entering the facility and referred to the appeal process to address their issues.
• Directs new guests to the intake process, helping to facilitate a warm handoff for those that are new to the environment.
• Reprints cards for guests who have lost cards, following the process established by the Guest Services Supervisor.
• Coordinates efforts with the Community Life team to respond to immediate needs by contacting first responders or other support as needed, maintaining appropriate records of calls and incidents. 
• Ensure all incoming calls and questions are responded to in a timely manner by ensuring that all personnel have a working knowledge of our available services as well as primary referral agencies, and incoming calls transferred to the appropriate employees.
• Appropriately supervises the assigned to the Guest Services Office, and Resource Room.
• Greets donors and processes donations properly, following established procedures, provides donors with a donation receipt and information on Ministry Outreach Center (MOC) drop off options.
• Directs individuals to the proper place to sign up for shelter intake, assists in maintaining the appointment list for Next Step.
• Maintains check in protocols for appeals.
• Completes appropriate Incident Reports (IR).
• Processes paperwork for service animals and scans completed paperwork into SCRIBE.
• Provides oversight for phone charging when available.

Operations and Services Support

• Supports guests.
• Helps to create and maintain an environment where guests feel safe and can be provided opportunities to pursue next steps.
• Ensures the security and safety of assigned facility and guests during shift.
• Sees to the welfare of guests by calling first responders.
• Coordinates with Kitchen Team to alert them to receive and distribute purchased and gift-in-kind (GIK) donated deliveries according to policy.
• Inputs maintenance and information technology (IT) requests when needed.
• Maintains a list of staff cars for parking, distributes parking permits.

Other 

• Supports adherence to the schedule for Guest Services staff that provides adequate coverage for designated hours at Emergency Service facilities, coordinating with the Guest Services team for additional coverage when needed. 
• Provides support, training and oversight to volunteers, interns and Change Makers in Guest Services. 
• Coordinates appropri