Guest Services Supervisor

Description

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.

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.

• 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