POSITION: Shift Supervisor
REPORTS TO: Manager of Guest Services
STATUS: Hourly – Non-Exempt – Full-Time
Overview: The Guest Services Shift Supervisor will provide leadership and have oversight of Guest Service Professionals and Receptionists. The Guest Services Shift Supervisor requires a high level of detailed planning, organizational and problem solving abilities. The position of Guest Services Supervisor requires a high degree of professionalism, commitment and adaptability in order to effectively uphold Coalition Values and maintain an environment of dignity, respect and cooperation.
Key Responsibilities:
- Provide leadership to the campus in the absence of management and senior leadership.
- Provide direct supervision of Guest Services Professionals and Receptionist staff and notify immediately of any performance issues or employee violations to Guest Services Manager.
- Monitor, document and provide feedback on Guest Service Professional and Receptionist with exceptional and those with performance concerns.
- Assist with contributing feedback to Guest Services Manager during performance reviews.
- Provide breaks and coverage in the event of an absence for Guest Services Professionals and Receptionist staff as needed.
- Coordinate, maintain and assist with dorm inspections, cleanup and organization as needed.
- Oversee inventory of guest supplies such as toiletries, towels and other linens, hygiene products and donated clothing.
- Oversee the Guest Support Professionals in the absence of their direct supervisors.
- Responsible for notifying the Assistant Director of Operations or Guest Services Manager of supply needs for cleaning, guest linen and universal precaution equipment.
- Ensure all guests are screened properly by security while coming on campus.
- Oversee and conduct weekly dorm inspections with the assistance of the Housing Specialists.
- Review Incident Reports, provide feedback and training to staff, and submit them in accordance with the timeframe of agency policy.
- Provide mediation in the event there are disagreements between staff or guests.
- De-escalate crisis situations that could escalate to physical violence.
- Ensure security Standard Operating Procedures are followed by security in the absence of leadership staff.
- Ensure compliance requirements with Childcare Food Program (HCNP) such as meal components and meal counts are being met during guest mealtimes.
- Provide ongoing training and coaching for direct reports to enhance staff development.
- Collect “meal serve” census data for all guest mealtimes.
- Ensure that the integrity of the handling of guest mail.
- Ensure security of guests that are associated with cold nights and disasters.
- Complete internal incident reports in Incident Tracker as needed.
- Hold subordinates accountable for completing incident reports as required.
- Perform any and all other duties as assigned by the Guest Services Manager and/or Assistant Director of Operations.
Qualifications:
- Shift Supervisor must possess at least a high school diploma or GED.
- Must have leadership experience.
- Understanding of the homeless population preferred.
- Must be willing to work flexible hours based upon needs of the agency.
- Bi-lingual candidates and Veterans are encouraged to apply.
- Ability to sit for prolonged periods.
- Ability to communicate effectively, including talking and hearing.
- Ability to use hands and fingers to operate a computer, telephone, and other office equipment.
- Ability to reach with hands and arms.
- Ability to stoop, kneel, or crouch as needed.
- Ability to occasionally lift and move up to 25 lbs.
- Ability to meet vision requirements, including close vision and the ability to adjust focus.
Required Skills:
- Ability to provide leadership and manage staff.
- Excellent communication skills and ability to provide clear direction, training and instructions to staff.
- Ability to be a team player.
- Ability to work proficiently with Microsoft Word, Excel, and Outlook Express.
- Ability to employ organizational skills effectively.
- Ability to employ critical thinking and problem solving skills.
- Time management, planning and organization.
- Strong communication and mathematical skills.
- Proficient in Microsoft Office, Word and Excel.
- Protect the confidentiality of employees and guests validating the authority delegation information on records before discussing any information related to any files.
- Responsible for reporting to the Florida Abuse Hotline when know or have reasonable cause to suspect that a child or a vulnerable adult has been abused, abandoned, neglected, or exploited.
- Adhere to the policies and procedures of the Coalition while maintaining high levels of confidentiality and discretion.
- Attend work consistently and punctual according to Coalition policy.
- Contribute positively to the work environment by supporting new ideas and change when applicable.
- Always represent the Coalition professionally.
- Demonstrate high standards of integrity, accountability, and service as defined by the values of the Coalition.
- Interpret and effectively communicate Coalition policies verbally and in writing.
- Ensure that all information of a confidential nature is in a secured and personal method.
Disclaimer: This job description does not imply that these are the only duties to be performed by the employee in this position. The employee will be required to follow any other job-related instructions and perform other job-related duties requested by any person authorized to give instructions or assignments. This description excludes the marginal functions of the position that are incidental to essential job duties. All duties, responsibilities, and requirements are vital to the job. This document does not create an employment contract, implied or otherwise, other than an "at-will" employment relationship.
Employee’s Name (printed): _ _
Employee’s Signature: _ _
Date: _ _
