Guest Services Manager

Seattle's Union Gospel Mission•Seattle, WA

2d•$30•Onsite

About The Position

The Guest Services Manager is responsible for leading a team of staff, interns, and volunteers to create a safe, healing environment for our Program Ministries in a Christian residential program. Oversee the Guest Services Team and functions, including customer service, front desk reception and security, facility staffing and scheduling, and administrative functions. Scheduled: Monday - Friday 8:30AM - 5:00PM Starting pay: $29.62 How you will serve · Supervise the Guest Services team to ensure professionalism, competence and Christ-like customer service is extended to all guests/volunteers and staff who enter the building. · Work closely with the Director to establish and implement goals for assigned areas. · Provide organizational, spiritual, and administrative leadership to all direct reports, and volunteers, including hiring, on-boarding, and training of new staff, time sheet approval, development, scheduling, coaching and performance management and other support related to personnel issues. · Work proactively with leadership team, Mission staff and ministry partners to continually develop and improve quality services provided to homeless individuals and families, staying on top of any potential problematic operational issues. · Oversee reception and customer service functions including handling visitors, checking-in volunteers, answering phones, ensuring the highest level of customer service. · Oversee the intake process including inquiry calls, phone screens, intakes, and bed list. · Maintain weekly staff and intern schedule including vacation schedules, shift coverage and special events, ensuring adequate staffing of facility 24 hours a day, seven days a week. · Oversee proper handling of guest communication, including mail and phone messages, protecting the confidentiality of guests. · Oversee the updating and organizing of guest and staff information (photos, directory info, etc.) and facility incident documentation. · Promote spiritual health and unity by presenting a Christ-like demeanor in interactions with guests, staff, callers, visitors, and donors. · Attend and participate in all Mission, Division and Department meetings and training, as required. · Any other job-related duties as assigned by supervisor. How you qualify · Acknowledge and sign the Mission's Statement of Faith (see below). · At least 21 years of age · Associate degree or higher. A combination of relevant education and at least three (3) years of related experience may be considered in lieu of a degree. · Minimum of two (2) years of supervisory experience required. · Proficient with Microsoft Office Suite. · Experience working with a CRM system (Clarity) is preferred. · Minimum of two (2) years of experience in a social services setting is highly preferred. · Minimum of one (1) year of experience working with individuals experiencing homelessness is preferred. · Must possess a valid Washington State Driver’s License and be able to meet the standards of the Mission driver criteria required, including but not limited to: o Clean driving record o Current suspensions or revocations How we support each other Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Him. Faithfully upholds The Mission and your team in prayer. Participates in team devotions as schedule permits. Demonstrates behavior aligned with the Mission’s Statement of Faith, Standard of Conduct, policies, and expectations. Effectively represents Jesus Christ to a diverse audience, including our Mission teams, our volunteers, guests and homeless neighbors.

Requirements

Acknowledge and sign the Mission's Statement of Faith (see below).
At least 21 years of age
Associate degree or higher. A combination of relevant education and at least three (3) years of related experience may be considered in lieu of a degree.
Minimum of two (2) years of supervisory experience required.
Proficient with Microsoft Office Suite.
Must possess a valid Washington State Driver’s License and be able to meet the standards of the Mission driver criteria required, including but not limited to: o Clean driving record o Current suspensions or revocations

Nice To Haves

Experience working with a CRM system (Clarity) is preferred.
Minimum of two (2) years of experience in a social services setting is highly preferred.
Minimum of one (1) year of experience working with individuals experiencing homelessness is preferred.

Responsibilities

Supervise the Guest Services team to ensure professionalism, competence and Christ-like customer service is extended to all guests/volunteers and staff who enter the building.
Work closely with the Director to establish and implement goals for assigned areas.
Provide organizational, spiritual, and administrative leadership to all direct reports, and volunteers, including hiring, on-boarding, and training of new staff, time sheet approval, development, scheduling, coaching and performance management and other support related to personnel issues.
Work proactively with leadership team, Mission staff and ministry partners to continually develop and improve quality services provided to homeless individuals and families, staying on top of any potential problematic operational issues.
Oversee reception and customer service functions including handling visitors, checking-in volunteers, answering phones, ensuring the highest level of customer service.
Oversee the intake process including inquiry calls, phone screens, intakes, and bed list.
Maintain weekly staff and intern schedule including vacation schedules, shift coverage and special events, ensuring adequate staffing of facility 24 hours a day, seven days a week.
Oversee proper handling of guest communication, including mail and phone messages, protecting the confidentiality of guests.
Oversee the updating and organizing of guest and staff information (photos, directory info, etc.) and facility incident documentation.
Promote spiritual health and unity by presenting a Christ-like demeanor in interactions with guests, staff, callers, visitors, and donors.
Attend and participate in all Mission, Division and Department meetings and training, as required.
Any other job-related duties as assigned by supervisor.

Benefits

Medical / Dental / Vision
Basic Life Plan – 100% company paid
Voluntary Products including Life, AD&D, Disability, Accident and Critical Illness insurance
EAP and 24/7 Virtual Mental Health – 100% company paid
4 weeks of paid vacation (accrued)
Accrued paid sick time
11 paid holidays + 1 Floating Holiday
Personal Day and Birthday holiday
Retirement benefits w/ company match
Continuing Education Reimbursement Program