Guest Services Associate (Lead)- Arleta, Ca

POSITION TITLE: Lead Guest Services Associate

REPORTS TO: Program Coordinator

LOCATION: Arleta, CA,

CLASSIFICATION: Non-Exempt, Full Time

SALARY: $19.00 - $22.00 Hourly Rate

PERTINENT INFORMATION:

• All positions require candidates to successfully pass a background check, LIVE scan and TB Test

• Multiple shifts available: 7AM-3:30PM, 3:00PM-11:30PM, 11PM-7:30AM

Guest Services Associate

The Lead Guest Service Associate (LGSA) will provide support and leadership while overseeing the day-to-day functions of the Guest Service Associate team members on their assigned shift at our Recuperative Care 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 Lead Guest Service Associate will:

• Collaborate with Program Coordinators and Program Manager to schedule staff to ensure shifts have sufficient coverage.
• Delegate tasks to GSA team members in alignment with departmental goals. Complete shift assignment sheets in collaboration with Program Coordinator.
• Conduct shift meetings in the absence of the Program Coordinator 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 Program Coordinator to plan, monitor, and appraise job tasks and responsibilities.
• Implement systems, policies and procedures as directed by the Program Coordinator and Program Manager, 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 Program Coordinator as directed.
• Ensure all incident reports and/reporting and supportive documentation are completed accurately for Program Coordinator & Program Manager review.
• Ensure the safety and security of the facility; conduct safety drills as scheduled by Program Coordinator and Manager; 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 Program Coordinator and Program Manager’s instructions and guidelines.
• Ensure all Emergency Action Plan (EAP) drills and documentation are completed and presented to the Program Coordinator 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 Program Coordinator in their absence.
• Complete additional assignments, responsibilities, and tasks as needed to meet the needs of the facility.
• Always follow NHF policies 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.
• Positive and welcoming 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).
• Bi-lingual in Spanish Preferred.
• TB test required.
• Fingerprint live scan /background required.

Physical Requirements

The duties as described will require frequent standing and walking. The employee will frequently bend/stop, squat, reach above the shoulders, twist, and turn, kneel, and push/pull. The employee will frequently be required to lift/pull/push/move up to 50 pounds. Must utilize conversational speech for effective verbal communication. Noise level is high in some