Guest Services

Qualifications:

• 3-plus years of professional experience in customer service, administrative and clerical processes. 
• Professional attitude and appearance.
• Excellent verbal and written communication skills.
• Strong interpersonal, communication, and organizational skills.
• Proficient computer abilities using Microsoft Office and web-based management systems.
• Proficient listener and problem-solver. 
• Excellent verbal and written communication skills
• Excellent organizational skills and attention to detail
• Personal integrity, truthfulness and accountability are critical, invaluable and essential characteristics
• Maintain a valid Arizona Driver’s License and must have a clean driving record
• Bilingual English/Spanish a plus
• Must be Christian, living a life dedicated to Christ, and be an instrument of God’s love, grace, hope, and forgiveness to all

Physical Demands:

· Some local travel to other locations for meetings or other business-related needs

· Requires frequent sitting, standing, and walking and lifting, carrying, pushing, and pulling objects weighing up to 50 pounds

Mental Demands:

· The population we serve is typically in crisis. This can cause emotional stress and compassion fatigue. GRM highly promotes employee self-care

Employment Status:

• Full-time 40 hours per week non-exempt; eligible for benefits; eligible for paid time off (Various Shifts)
• Anticipate flexible schedules and scheduled rotation

· BFOQ (Bona Fide Occupational Qualification) Faith aligned

Reports to: Guest Services Manager

Starting rate of pay: $15.15 an hour

Responsibilities & Duties

Guest Services is the First Impression for guests at Gospel Rescue Mission, responsible for initial or sustained contact with all who enter Gospel Rescue Mission. We have the first and the most interaction with the guests of Gospel Rescue Mission. It is imperative that we set the standard of dignity and respect for all our guests and every staff member to receive during their time with us.

• Establish and build healthy Christ-honoring relationships with guests, while maintaining professional boundaries including guest confidentiality.

• Warmly greet all guests, including, but not limited to, visitors, volunteers, vendors, staff, donors; community groups, church groups, and public officials.

• Actively participate in the process of raising the standard in the Guest Services areas of responsibility.

• Under the leadership of the Guest Services Manager, maintain the Standard of Excellence and actively participate in the process of upholding this standard among the Guest Services Team.

• Comply with the HIPAA Compliance, Privacy and Security Rules, and GRM’s Confidentiality Policy.

· Maintain thorough and timely guest records in a web-based tracking system, in the General Log, document any interactions, concerns, or other pertinent information regarding guests, etc.

• Triage guests to determine services needed or assistance requested and assist as needed or direct guests to appropriate staff.

• De-escalate adverse situations, both physically and emotionally, appropriately redirecting or initiating other measures to control behavior by providing appropriate crisis intervention and conflict resolution as needed.

• Respond to and handle emergency needs (medical, emotional, physical).

• Work with Security and Security Team and IT Security to ensure the security of the building in emergencies.

• Report safety and security needs or concerns to the Safety & Security Manager, Guest Services Manager, and Director of Shelter Program.

• Report IT needs or concerns to the IT Team.

• Report Maintenance/Facility needs or concerns to the Maintenance/Facility Team.

· Work in other Guest Services areas as required.

• Aid with the provision of transportation, as appropriate or as direct.
• Respond to requests for service and assist in a courteous and professional manner.

· Attend professional training and networking opportunities as directed.

· Attend staff meetings or other meetings as directed.

· Perform other duties as assigned.

Guest Services – Window

· Conduct a thorough search of all guests’ belongings, with a guest if available, every time they enter.

· Assist with guests’ medication check-in and daily distribution. 

· Monitor distribution of clothing, hygiene, and other supplies. 

Guest Services – Courtyard Building

· Responsible for overseeing and monitoring all activities in the Wellness Center and the Library.

· Check guests, approved to use the Wellness Center, in and out of the web-based tracking system.

· Regularly monitor, organize, and clean the Library spaces, equipment, supplies, and restroom.

· Regularly monitor, organize, and clean the Wellness Center, equipment, supplies, and restroom.

Guest Services - Welcome Center

• Conduct breathalyzer tests and UAs; follow through with documenting results; and email results to guest advocate/coach, manager, and director.

· Conduct a thorough search of all guests’ belongings, with a guest if available, every time they enter.

· Assist with guests, volunteers, visitors, and partners as needed.

· Ensure all Welcome Center volunteers and hospitality teams are adhering to the standard of operation.

Professional Development

• Satisfy all pieces of training as assigned by the manager (onboarding, basic training, OPPD, etc.)

• Achieve weekly, monthly, quarterly, and annual success goals as approved and by GRM benchmarks and strategic plan

• Attend staff meetings or other meetings as directed

Requirements

Consistent with our formation and purpose, all employees of GRM, upon hire and continuously while employed must:

• Have a personal relationship with Jesus Christ as Lord and Savior
• Agree in principle and practice with our Statement of Faith
• Uphold our Mission, Core Values, and our Christian Code of Conduct, maintaining a lifestyle of integrity, honesty, and responsibility
• Role-model Christ-like attributes and values through our personal actions, words, and attitudes 

Gospel Rescue Mission is a 501 (c)(3) not-for-profit religious organization that provides social service programs to the homeless and working poor. Everything we do in this ministry should be centered on the will of God and honor the name of Jesus Christ.