What are the responsibilities and job description for the Guest Services Assistant Manager position at Cherry Street Mission Ministries?
Job Details
Life Revitalization Center - Toledo, OH Full Time 2 Year Degree Negligible Day Nonprofit - Social Services
Description
Job Description
Job Title
Guest Services Assistant Manager
Rev. Date
10/26/2023
Department
Programs and Services
SOC Code
Location:
Multi
Flsa
Hourly Non Exempt
Reports To
Guest Services Manager
Responsibility
EEO Code:
Assistant Manager
Purpose
The Guest Services Assistant Manager directs, and participates in, the workflow of all day-to-day Guest Services operations within Cherry Street Mission Ministries (CSMM) as directed by the Guest Services Manager. This position holds accountable the Guest Support Specialist team to ensure policies and procedures are followed and that work is being completed safely, efficiently, and effectively. This position assists with Guest Services Specialist schedules, supports, and maintains documentation of work performed by Guest Support Specialist to effectively report issues and drive solutions for CSMM Guest services.
All staff members at CSMM perform their job duties in the context of the Gospel of Jesus Christ. It is our express purpose to minister to individuals (I.e., staff, volunteers, donors, guests) through the practical discipleship steps of eliminating poverties of spirit, soul, and body.
Essential Functions
Education and Experience
Exposure to (“F” Frequent; “O” Occasional; “R” Rare; “N” Never) :
O
Fumes
O
Humidity
N
Electrical Hazards
O
Dust
R
Mechanical Hazards
R
Burn Hazards
O
Loud Noise
O
Biological Hazards
F
Sharp objects
O
Vibration
F
Chemical Hazards
O
Fall Hazards
N
Confined Spaces
O
Height Hazards
R
Overhead Hazards
Equipment/Personal Protective Equipment Used
F
Stand
F
Handle/Feel (using fingers)
F
Grasp
F
Walk
F
Crouch/Kneel/Stoop/Crawl
F
Climb
O
Sit
F
Talk
F
Balance
F
See/Detect
F
Hear/Listen
F
Bend
F
Push/Pull
F
Apply repetitive motion
F
Reach
Lifting Requirements
Executive
This job description is approved by:
Human Resources
Employee signature below constitutes employee's understanding of the requirements, essential functions, and duties of the position.
Employee Signature
Employee Name (print):
Life Revitalization Center - Toledo, OH Full Time 2 Year Degree Negligible Day Nonprofit - Social Services
Description
Job Description
Job Title
Guest Services Assistant Manager
Rev. Date
10/26/2023
Department
Programs and Services
SOC Code
Location:
Multi
Flsa
Hourly Non Exempt
Reports To
Guest Services Manager
Responsibility
EEO Code:
Assistant Manager
Purpose
The Guest Services Assistant Manager directs, and participates in, the workflow of all day-to-day Guest Services operations within Cherry Street Mission Ministries (CSMM) as directed by the Guest Services Manager. This position holds accountable the Guest Support Specialist team to ensure policies and procedures are followed and that work is being completed safely, efficiently, and effectively. This position assists with Guest Services Specialist schedules, supports, and maintains documentation of work performed by Guest Support Specialist to effectively report issues and drive solutions for CSMM Guest services.
All staff members at CSMM perform their job duties in the context of the Gospel of Jesus Christ. It is our express purpose to minister to individuals (I.e., staff, volunteers, donors, guests) through the practical discipleship steps of eliminating poverties of spirit, soul, and body.
Essential Functions
- Lead and support Guest Support Specialists, volunteers, interns/ temporary workers, and community collaborators in day-to-day operational functions.
- Responsible for upholding all standard operating procedures (SOP’s); ability to read, understand, and adhere to all written policies and procedures.
- Effectively complete and delegate work throughout the Guest Support Specialist team and ensure all operational duties completed to a standard of excellence.
- Ensure the accountability of daily, weekly, and monthly work checklists by directing and working alongside the Guest Support Specialist to achieve full competence in daily workflow needs.
- Ensure Quality Assurance and Quality Control audits are completed through daily review and coordination with the Guest Support Specialist to adhere to CSMM Quality Assurance and Quality Control, Standard Operating Procedures.
- Train and mentor Guest Support Specialist to achieve operational excellence, by providing regular feedback on staff performance both successes and challenges.
- Schedule, facilitate and actively participate in departmental meetings and other meetings as assigned.
- Participate in interviewing for open Guest Support Specialist positions
- Coordinate, manage and implement Guest Support Specialist schedules to meet CSMM service needs, and regularly monitor timecards for accuracy.
- Ensure that necessary forms, reports, guest volunteer hours, and case notes are completed
- Display Cherry Street Mission Ministries core values
- Ensure timely follow-up when investigating guest grievances.
- Ensure integration of HMIS for all entries and exists, and housing assessment as defined by the OH-501 Home for Everyone Continuum of Care.
- Schedule and ensure coverage for open shifts, which may include overnight, holiday and weekend shifts.
- Ensure Guest Support Specialist effectively complete intake and referrals for Cherry Street Mission Ministries Programs and Services
- Ensure equitable access of services through standardize operations
- Manage the day-day implementation plans and report challenges
- Essential Functions may be reviewed and revised upon management discretion.
Education and Experience
- Associate degree, or 5 years’ experience in a health and human service field.
- 2 years management experience preferred
- Experience working with non-profit organizations preferred
- Ability to work independently and cooperatively as a member of a professional team
- Demonstrate effective and professional communication in all written documents
- Demonstrated ability to work successfully in a multi-cultural setting that serves a diverse adult population
- Demonstrated ability to effective, positive, and encouraging relationships with staff, guests, volunteers, vendors, and community agencies
- Developed skills in crisis intervention
- Ability to adapt to and manage change on an ongoing basis
- Strong organizational and record keeping skills
- Ability to lead a team to keep building safety, cleanliness, and hospitality to a standard of excellence
- Ability to manage staff scheduling
- Proven ability to handle a multitude of tasks
- Ability to take initiative
- Must have excellent interpersonal communication skills
- Proficient in Microsoft Office Suite Programs (Word, PowerPoint, and Excel)
- Valid Driver’s License Required
- Mental Health First Aid Certification within the first year of employment preferred
- De-escalation Certification or within the first year of employment
- CPR certification or within the first year of employment
- Trauma- Inform Care Training or completed within the first year of employment
- Narcan Training or completed within the first year of employment
- As a condition of employment, each team member is required to agree to the Cherry Street Mission Ministries Statement of Faith.
Exposure to (“F” Frequent; “O” Occasional; “R” Rare; “N” Never) :
O
Fumes
O
Humidity
N
Electrical Hazards
O
Dust
R
Mechanical Hazards
R
Burn Hazards
O
Loud Noise
O
Biological Hazards
F
Sharp objects
O
Vibration
F
Chemical Hazards
O
Fall Hazards
N
Confined Spaces
O
Height Hazards
R
Overhead Hazards
Equipment/Personal Protective Equipment Used
- None
F
Stand
F
Handle/Feel (using fingers)
F
Grasp
F
Walk
F
Crouch/Kneel/Stoop/Crawl
F
Climb
O
Sit
F
Talk
F
Balance
F
See/Detect
F
Hear/Listen
F
Bend
F
Push/Pull
F
Apply repetitive motion
F
Reach
Lifting Requirements
- Sedentary work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing is required only occasionally, and all other sedentary criteria are met.
- Light work - Exerting up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg control requires exertion of forces greater than that of sedentary work and if the worker sits most of the time, the job is considered light work.
- Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
- Heavy work - Exerting up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.
- Very heavy work - Exerting in excess of 100 pounds of force occasionally, and/or in excess of 50 pounds of force constantly to move objects.
Executive
This job description is approved by:
Human Resources
Employee signature below constitutes employee's understanding of the requirements, essential functions, and duties of the position.
Employee Signature
Employee Name (print):