- Degree in or knowledge of Organizational Leadership, Public Health, Business Management, or related field, in addition to advanced specialized certification.
- 5-plus years of equivalent to experience may count in place of degree.
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5-plus years of prior operational experience in training and development and expedient customer service
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Excellent verbal and written communication skills.
- Excellent computer abilities using Microsoft Office and web-based management systems.
- Proficient listener and problem-solver.
- Excellent verbal and written communication skills
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Excellent organizational skills and attention to detail
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Proficient with accounting software and standard office and accounting equipment
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Personal integrity, truthfulness and accountability are critical, invaluable and essential characteristics
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Maintain a valid Arizona Driver’s License and must have a clean driving record
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Bilingual English/Spanish a plus
Physical Demands:
- Some local travel to other locations for meetings or other business-related needs
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Requires frequent sitting, standing, and walking and lifting, carrying, pushing, and pulling objects weighing up to 50 pounds
Mental Demands:
- The population we serve is typically in crisis. This can cause emotional stress and compassion fatigue. GRM highly promotes employee self-care.
Employment Status:
- Full-time exempt; eligible for benefits; eligible for paid time off
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BFOQ (Bona Fide Occupational Qualification) Faith aligned
Reports to:
Senior Program Director
Starting Salary: $40,000
834.76
Responsibilities and Duties
The Guest Services Manager is responsible for working with the Guest Services Team to provide advocacy and facilitate deliverable [program] services. They serve as models for guests while sharing hope and guidance through the program experience. The Guest Services Manager is directly involved with providing quality services to our guests in an environment of Love, Grace, Dignity, and Respect. A Guest Services Manager is someone who has agreed to assist others in their program journey and assist them with moving toward vocation and economic stability and self-sufficiency. The Guest Services Manager oversees the efficient and effective day-to-day operation of Gospel Rescue Mission’s Guest Services Team.
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Oversee and monitor the day-to-day activities of the Guests Services Team members at the Center of Opportunity, Welcome Center, Courtyard Building, and Medication Rooms, ensuring continuity of services
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Foster an atmosphere of excellent customer service in a nurturing, interactive fun, safe and clean environment, as well as being spiritual and positive learning by supporting guests emotional and social development, encouraging understanding of others and positive self-concepts
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Orient, monitor and support Guest Services Team and volunteers assigned, to the guest services structure, values and standards
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Review and monitor guest services areas, assuring material is consistent with Gospel Rescue Mission policies
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Actively participate in the process of raising the standard and developing the Guest Services Program and Team
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When needed, assist the Director of Shelter Program in making recommendations to develop and monitor Guest Services budget
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Submit all request to purchase equipment, supplies and gifts, etc. for Guest Services to the Director of Shelter Program
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In collaboration with direct supervisor and the Donation Center Manager, request donations and outside resources to meet the guest needs
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With the guidance of Director of Shelter Program, enlist outside agency and other services/resources for guests
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Maintain thorough and timely guest records in Mission Tracker, documenting services provided to children and/or parents, children incidents, mandated reporting, guest’s services notable observations and medications administered
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In a moderate to fast pace, achieves weekly, monthly, quarterly and annual success goals (and others) as approved and in accordance with GRM benchmarks and strategic plan
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De-escalate adverse situations, both physically and emotionally and appropriate redirect or initiate other measures to control behavior by provide appropriate crisis intervention and conflict resolution as needed
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Lead guests in Grace Based accountability process
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Lead guests in Genesis accountability process
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In collaboration with the Director of Shelter Program, manages the new guest intakes and exits when applicable
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Participate in group outings and other special events
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Supervises responsibilities of the On Call Shelter Staff
- Share On-call Manager responsibilities as directed
Leadership Team Expectations
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Provide full leadership and supervisory support to guest services team, programs teams, and GRM teams
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In collaboration with Director of Shelter Program and Director of Human Resources, manage, address, and coach team situations and responsibilities
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Uphold policy (inclusive of Vision, Mission and Values), applying sound ethical judgment regarding behavior, conduct, and GRM practices; and escalate manage, and report issues with transparency and accountability
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In collaboration with Director of Human Resources and Director of Shelter Program, participate in interviewing, hiring, training, evaluating, coaching, recognition, disciplining, and termination of direct reports as necessary
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Provide assistance to the Director of Shelter Program and/or Executive Team as required to resolve all complaints of guests, staff, volunteers, and partner/outside agencies or entities
- Manage employees’ web-based time and attendance records
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Provide weekly reports as directed
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Perform other duties as assigned
Professional Development
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Achieve weekly, monthly, quarterly, and annual success goals as approved and by GRM benchmarks and strategic plan
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Attend professional training and networking opportunities as directed
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Attend staff meetings or other meetings as directed
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Perform other duties as assigned
Gospel Rescue Mission is a 501 (c)(3) not-for-profit religious organization that provides social service programs to the homeless and working poor. Everything we do in this ministry should be centered on the will of God and honor the name of Jesus Christ
Gospel Rescue Mission's policy is to complete a background check, drug test, and motor vehicle authorization for applicants in the conditional offer stage.
