GUEST SERVICES SUPERVISOR

Description

POSITION SUMMARY 

The Guest Services Supervisor oversees the daily operations of the Guest Services Desk. Responsibilities include ensuring adherence to Denver Rescue Mission (DRM) policies and maintaining effective team management. The position requires flexibility in shifts to accommodate the varying needs of the services provided. 

RESPONSIBILITIES 

Operations and Administrative Duties 

• Maintains staff presence in the Guest Services office during critical hours as outlined by the Director of Guest Servies and Hospitality. 
• Ensures all incoming guests, visitors, etc. are checked in appropriately via scanning into SCRIBE and/or Clarity, and that all guests that have been Asked to Leave (ATL) are prevented from entering the facility and referred to the appeal process to address their issues.  
• Directs new guests to the Intake process, helping to facilitate a warm handoff for those that are new to the environment. 
• Reprints cards for guests who have lost cards, following the process established by the Director of Guest Services and Hospitality.  
• Coordinates efforts with the Emergency Services team to respond to immediate needs by contacting first responders or other supports as needed, maintaining appropriate records of calls and incidents.  
• Ensures all incoming calls and questions are responded to in a timely manner by ensuring that all personnel have a working knowledge of our available services as well as primary referral agencies, and incoming calls transferred to the appropriate employees.  
• In cooperation with the Director of Guest Services and Hospitality, maintains a list of programs and services, both within DRM and partner agencies, for referral purposes. 
• Oversees the Shelter signup and enrollment process.  
• Develops and maintains a working mastery of the Next Step, Lawrence Street Community Center (LSCC) and Lawrence Street Shelter (LSS) functions within SCRIBE.  
• Knows and helps enforce the rules and expectations of 48th Ave Shelter, LSS and LSCC facilities. 
• Greets donors and processes donations properly, following established procedures, provides donors with a donation receipt and information on Ministry Outreach Center (MOC) drop off options.  
• Directs individuals to the proper place to sign up for Shelter Intake, assists in maintaining the appointment list for Next Step.  
• Maintains check in protocols for appeals. 

Operations and Services Support  

• Helps to create and maintain an environment where Emergency Services guests feel safe and can be provided opportunities to pursue next steps.  
• Ensures the security and safety of assigned facility and guests during shift. 
• Sees to the welfare of guests by calling first responders.  
• Ensures the cleanliness of guest services and contact, disposing of items not permitted in these areas, including guests’ personal items. 
• Coordinates with Kitchen Team to alert them to receive and distribute purchased and Gift-in-Kind (GIK) donated deliveries according to policy.  
• Inputs maintenance and IT requests when needed. 
• Maintains a list of staff cars for parking, distributes parking permits. 

Supervision of Staff 

• Supervises Guest Services Coordinators (GSC) addressing concerns with the Director of Guest Services and Hospitality. 
• Schedules shifts to ensure adequate coverage and holds individual performance meetings. 
• Conducts employee reviews and addresses performance issues according to the Progressive Disciplinary process. 
• Approves timecards, paid time off (PTO), and manages instances of overtime, missed shifts, and early departures. 
• Remains available to cover shifts when Hospitality Desk Agent (HDA) is absent. 
• Reviews staff time sheets for accuracy, notifying the Guest Services Manager of any concerns.  
• Supports adherence to the schedule for Guest Services staff that provides adequate coverage for designated hours at Emergency Service facilities, coordinating with the Guest Services team for additional coverage when needed.  
• Provides support, training and oversight to volunteers, Interns and Change Makers in Guest Services. 
• Coordinates appropriately and as needed with staff of each DRM Emergency Services Facility and Director of Guest Services and Hospitality. 
• Displays the ideals of “Humble, Hungry, Smart” as described in Patrick Lencioni’s book, The Ideal Team Player.  
• Collaborates with Impact Team, investing in fellow team members to build a positive team culture and living out the Operations Core Values.  
• Other duties as assigned. 

Requirements

MINIMUM QUALIFICATIONS 

• Bachelor's of Arts or comparable degree in Business, Education, Hospitality, or related field. 
• Four years of related work experience. 
• A combination of education and experience may be substituted. 
• Bilingual proficiency in English and Spanish highly preferred. 
• Ability to obtain and maintain CPR certification within 90 days of hire date. 
• Manage team to specific customer service goals as defined by the Director using visual management boards and standard work.  
• Proven ability to maintain composure courteously and respectfully in stressful situations. 
• Proven organizational skills with the ability to communicate clearly, both written and verbally.  
• Proven ability to be prompt, dependable and work satisfactorily without close supervision.  
• Ability to resolve conflict professionally and respectfully while maintaining composure under pressure. 
• Ability to perform duties proficiently in a high traffic area where interruptions are common. 
• Ability to maintain high level of confidentiality. 
• Active driver’s license and the ability to travel to various sites for coverage, meetings, etc. 
• Strong computer skills, proficient in Microsoft Office 365 (Word, Excel, Outlook). 
• Flexible with shifts due to operational needs. Must be willing to work on Saturdays, Sundays, and evenings as needed. The person in this role will need to manage their schedule to meet these needs, with the approval of the Director of Guest Services and Hospitality.  

  BENEFITS AND PERKS:

• Comprehensive health plans include medical, dental and vision benefits.
• Generous vacation, sick time, and holiday pay, plus paid birthday off and ‘refreshment’ day.
• Tuition reimbursement and child adoption benefits.
• Employer paid term life insurance, long-term disability, AD&D.
• Health savings account with generous employer contribution.
• Flexible spending accounts.
• Paid parental and bereavement leave.
• 401(k) with up to 5% company match.
• Please access our highlights of the benefits package we offer here: Denver Rescue Mission Benefits Guide 

Denver Rescue Mission is both an equal opportunity employer and a distinctly faith-based Christian organization. Denver Rescue Mission complies with applicable federal, state, and local employment laws, and strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, national original or ancestry, ethnicity, sex, sexual orientation, gender identity, age, disability, citizenship, parental status, marital status, political ideology, or current or prospective service in the uniformed services. This policy applies to all terms, conditions, and privileges of employment including recruitment, employment, training, and promotion opportunities. Based upon Title VII of the Civil Rights Act of 1964, the Colorado Anti-Discrimination Act, and the U.S. Constitution, Denver Rescue Mission has the right to, and does, hire only candidates who agree with our Statement of Faith and align with our Christian mission. 

Salary : $50,000 - $62,500