The Assistant Manager ensures the provision of a warm and welcoming shelter environment of Ho’okipa (Hospitality) through effective day-to-day leadership and coordination of the guest service team’s efforts in the delivery of services to IHS guests. This position carries out the policies and procedures, ensure program outcomes are met and prioritizes the safety and welfare of all IHS guests and visitors (donors, volunteers etc.) at designated service locations.
Compensation:
Starting from $58,000 annually.
Essential Functions:
- Demonstrate excellent customer service consistent with the standards contained in the Vision, Mission, and Values of the organization.
- Execute and support internal IHS policies to ensure teams carry out daily site specific and organizational procedures for guests, volunteers, visitors that create a culture of hospitality, trust and respect; Diffuse verbal and physical conflict using CPI de-escalation techniques.
- Mentor, support, provide timely coaching and training of the guest services staff; consult with Guest Services Manager and/or work collaboratively with Workforce Excellence/HR in all areas of performance management; ensure schedules and payroll for teams are accurate and done in a timely manner.
- Work collaboratively with respective IHS program staff and outside partners to ensure the consistent delivery of services to guests;
- Maintain an environment of excellent customer service to support positive guest behaviors and help staff recognize behavioral changes that may affect safety; Ensure documentation regarding guests are accurately inputted, program fees collected and shelter processes are followed and documented including emergency situations arise with police, fire or ambulance have been contacted.
Required Knowledge/Skills/Abilities:
- Knowledge of homelessness and the issues associated with it; mental health and substance abuse issues.
- Strong interpersonal and written communication skills with an emphasis on conflict resolution.
- Strong leadership skills, able to lead a diverse team.
- Proficient computer skills (Microsoft Excel, Google Drive/Email/Docs)
- Possess personal qualities of integrity, patience and commitment to mission.
- Flexible and able to multitask; can work within an ambiguous, fast-moving environment.
Required Education and Experience:
- Minimum High School diploma or GED equivalent.
- Two years of management experience in direct service or customer service fields working with disenfranchised or medically fragile populations.
Position Type/Expected Hours of Work:
Regular Full-Time classification. Must be available to work Monday through Friday during swing shift and normal business hours as needed. Hours may include some evenings, weekends and holidays. Hours and days may vary based on the needs of the organization. Find and/or provide coverage at times if one of the following shifts requires management presence:
- 6:00am through 2:30pm
- 2:00pm through 10:30pm
- 10:00pm through 6:30am
IHS is an Equal Opportunity Employer, maintains a Drug and Alcohol-free Workplace, and is proud to be an employer of national service.
