Lead, Guest Services - Women & Children's Ministries

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

Target starting pay: $27.42 per hour

• 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.

• 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.
• 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.
• Microsoft Office Skills required.

• Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Him.
• Faithfully upholds The Mission and your team in prayer.
• Participates in team devotions as schedule permits.
• Demonstrates behavior aligned with the Mission’s Statement of Faith, Standard of Conduct, policies, and expectations.
• Effectively represents Jesus Christ to a diverse audience, including our Mission teams, our volunteers, guests and homeless neighbors.

• 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

While performing the duties of this job, the employee is frequently required to sit for extended periods of time in a temperature-controlled environment. Occasionally you will stand, balance, twist, stoop, kneel and reach with hands/arms. Occasionally lifts up to 30 pounds and walks, use stairways to climb multiple floors within the company. Specific vision abilities required by this job include close vision, color vision, distance vision, depth perception, and ability to adjust focus.

• 1. We believe the Bible is the inspired, infallible, authoritative Word of God. (2 Tim. 3:16-17, 2 Pet. 1:20-21)
• 2. We believe there is one God, eternally existent in three Persons:
  Father, Son, and Holy Spirit. Deut. 6:1, Matt. 28:19, Rom.…