Guest Services Shift Lead

People Serving People•Minneapolis, MN

9d•Onsite

About The Position

People Serving People is the largest and most comprehensive emergency shelter for families experiencing homelessness in Minnesota and a dedicated leader in homeless prevention. The Guest Services Shift Lead will need to possess superior knowledge of Front Desk policies and procedures, the ability to demonstrate exceptional understanding of the Front Desk’s relationship with the Hennepin County Shelter Team and play a crucial role in training and mentoring other Associates to meet the standards set by department supervisors. The primary function of this position is to provide unsurpassed customer service to People Serving People’s guests, staff, volunteers, and contracted workers by welcoming them into shelter, providing for their immediate needs, working with them to administer their stays, and ensuring the effectiveness of a 24/7/365 operation at the heart of the largest and most comprehensive family homeless shelter in the region! Associates who succeed as Shift Leads are proactive self-starters with strong communication and documentation skills and a proven ability to work effectively in a loud and chaotic environment.

Requirements

AA or at least 1 full year of experience.
CPR/First Aid/AED
Solid computer skills and experience with Microsoft applications.
Experience working as part of a team.
Experience working with people from diverse cultural and socio-economic backgrounds.
Working knowledge of community resources.
High mobility with limited sitting (capability to change positions throughout the day).

Nice To Haves

Experience working with homeless families and/or individuals preferred.

Responsibilities

Demonstrate proficiency working with Microsoft, Salesforce, Paylocity and HMIS (ClientTrack) and prove their ability to train others to perform key functions.
Maintain familiarity with Guest Services policies and procedures and enforce those policies and procedures consistently and fairly.
Adjudicate and grant reasonable special permissions, triage and address guest issues, and refer to supervisors any issues that cannot be immediately resolved.
Provide quality control for the audit, room status report, and box lunch list.
Represent the Guest Services Department when contacted by the Hennepin County Shelter Team for information regarding room availability.
Provide initial training and mentor all new Guest Services Associates and advise Coordinators and the Guest Services Manager on Associates’ development.
Advise Coordinators and the Guest Services Manager on performance trends involving Front Desk staff; notify supervisors of procedural and other shortfalls; and advise supervisors on opportunities to improve the quality of the department’s support to People Serving People’s guests as well as economize the department’s limited resources.
Model integrity, responsibility, accountability, diligence, compassion, professionalism and operational excellence for Associates’ and others’ emulation.