Lead, Guest Services - Women & Children's Ministries

Seattle's Union Gospel Mission•Seattle, WA

7d•Onsite

About The Position

The Lead, Guest Services collaborates with a staff team to help create a safe, healing welcome center environment for Program Ministries in a Christian residential program. This position helps lead a team that provides information, referrals, and support services for our Ministries guests. They are responsible for providing leadership for the guests, overseeing volunteers and activities, maintaining the facility’s safety and cleanliness. Scheduled: Monday – Friday, 2:00PM – 10:30PM

Requirements

An associate degree is required. A combination of education and 4 years of experience may be substituted.
3 – 5 years of customer experience is required
One year of experience in de-escalating emergencies and crises required.
Microsoft Office Skills required.

Nice To Haves

Two years of experience working within a social services environment, with specific familiarity with any of the following areas, is preferred.
Previous experience working in a Rescue Mission context is preferred.

Responsibilities

Provides direct supervision during weekly check-ins with Guest Services Associates I and II.
Actively resolves problems with team members and guests.
Leads team meetings as needed.
Develop and implement training resources to support the Guest Services Associates team’s growth.
Collaborates with Guest Services Manager to establish and implement goals for assigned areas.
Oversee and update all documentation for the Guest Services Team
Oversee scheduling in Teams for Guest Services Associates Team.
Uphold the guidelines of the Mission, confronting guests and leading them to self-evaluations when necessary.
Train staff on front desk responsibilities, procedures, and customer service protocols including guest intake processes.
Collaborate with team members and leadership to develop, revise, and implement policies and procedures.
Support a positive, pleasant, and Christian atmosphere while participating in its grace-based ministry.
Oversee proper handling of guest communication, including mail and phone messages, protecting the confidentiality of guests.
Complete emergency intakes, enrolling new guests in Clarity as needed.
Records a thorough record of events during each shift for End-of-Shift report.
Assist with holiday event preparation and coordination.
Make keys for the rooms as needed.
Assist with other administrative tasks as needed.
Participate in organizational meetings, training, and initiatives as required.
Perform other duties assigned to support the Mission’s success.

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
10 paid holidays + 1 Floating Holiday
Personal Day and Birthday holiday
Retirement benefits w/ company match
Continuing Education Reimbursement Program