Guest Services Assistant Manager (2nd Shift & Weekend)
About us:
People Serving People is the largest and most comprehensive emergency shelter for families experiencing homelessness in Minnesota and a dedicated leader in homeless prevention. If you want to help transform communities and see families thrive, then People Serving People is the place for you.
What do we need:
The primary function of the Guest Services Assistant Manager is to perform the duties to accomplish the goals of the Guest Services department. This means you will guarantee unsurpassed customer service to People Serving People’s guests by supervising the Front Desk’s daily operations, performing the full range of supervisory functions for Front Desk staff, providing quality control for all Front Desk activities, and ensuring the effectiveness of a 24/7/365 operation at the heart of People Serving People’s emergency shelter. The noise level in the work environment is usually moderate but can become loud at times.
The Guest Services Assistant Manager must possess strong leadership, versatile de-escalation skills, be a forward thinker, open to feedback, and be innovative in team meetings.
Responsibilities:
Administration
- Basic understanding of HMIS’s Clientrak system to ensure uninterrupted workflow in the absence of the Guest Services Data Program Specialist.
- Performs HMIS data entry, ensuring service records are never more than one-week out of date with minimal null and incorrect data, and completes all Point-in-Time Counts on-time.
- Participate/represent People Serving People in HMIS meetings and committee boards.
- Maintain and provide quality control for Front Desk documentation (e.g., CRM, Audit, Check-in, room status, etc.), data entry, intakes, shift task completion and execution of procedures. Promptly detects deficiencies and implements strategies to resolve them and develops staff training to promote uniform effectiveness.
Personnel
- Partners with Guest Services Manager in supporting Front Desk staff by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling and disciplining employees, initiating, coordinating and enforcing systems, policies and procedures.
- Resolve personnel problems by analyzing data; investigating issues; identifying solutions; recommending action.
- Conduct mid-year and annual performance reviews.
- Demonstrates full knowledge of department policies and procedures and compliance models for staff.
- Represents department management during all Shift Crossover Meetings occurring while on shift to ensure continuity of operations and pass along operational and administrative guidance.
Management
- Serves as the Front Desk’s On-Call Supervisor three days each week and every other Saturday and may be called upon to help fill shifts when necessary.
- Partners with Guest Services Manager to maintain safe and clean work environment by educating and directing personnel on the use of all control points, equipment and resources; maintaining compliance with established policies and procedures.
- Collaborates with Coordinators and Guest Services Manager to refine policies governing Front Desk, Housekeeping and Security operations.
- Attends event planning committee meetings, cross-department team meetings, safety and other committees as directed by Guest Services Manager.
- Conducts comprehensive crossover with Guest Services Manager and Coordinators once weekly to guarantee continuity of management operations.
- Resolves guest conflicts. Make decisions on Warnings and Restrictions, consulting fellow Coordinators and the Resident Resources Manager as needed.
- Assigns and monitors Community Service to divert guests from Restriction.
- Partners with Guest Services Manager and Coordinators to prepare for quarterly staff meetings.
- Works on projects assigned by Guest Services Manager.
- Accepts lead responsibility in absence of the Guest Services Manager.
- Partners with the Community Safety team implement and maintain safety protocols and respond to incidents.
- Supervises Guest Services Associates
Pay and Benefits:
- $28.00/ hourly
- Full-Time, Wednesday-Sunday, 2:00 p.m. - 10:30 p.m.
- Medical, dental, and vision insurance available.
- Company-paid life and disability insurance.
- 401(k) with employer contribution at 6 months.
- 40 days of PTO per year.
- Reduced-cost parking or MetroPass.
- Cellphone reimbursement.
- Reduced childcare rates.
- Financial wellness benefit.
- The chance to make a real difference in the community.
Requirements:
- High School diploma or equivalent required. Bachelor’s degree or equivalent experience is preferred.
- Computer Skills
- Solid computer skills and experience with Microsoft applications.
- Experience with Salesforce is a plus
- Other Qualifications
- 2 years of customer service experience.
- Minimum of 3-5 years of supervisory experience.
- Experience working as part of a team.
- Experience working with people from diverse cultural and socio-economic backgrounds.
- Working knowledge of community resources.
- Experience working with homeless families and/or individuals preferred.
- Ability to be highly mobile with limited seating (capability to change positions throughout the day).
- Ability to be First Aid/AED/CPR certified within 3 months of hire.