GUEST SERVICES COORDINATOR chez Denver Rescue Mission

Description

POSITION SUMMARY 

The Guest Services Coordinator (GSC) is responsible for shelter scanning, shelter wait list signups, answering the phones, greeting visitors, and accomplishing a variety of administrative and communication duties associated with the Contact Office, Guest Services office, and Resource Room. The individual will bring all areas of concern to the attention of the Guest Services Lead (GSL). 

RESPONSIBILITIES 

Guest Services Office/Contact Office 

• Works with GSL to maintain accurate records in SCRIBE and Clarity. 
• Ensures all incoming guests, visitors, etc. are checked in appropriately, 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. 
• 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 are transferred to the appropriate employees. 
• Develops and maintains a working mastery of the 48th Avenue, Lawrence Street Community Center (LSCC) and Shelter functions within SCRIBE. 
• Knows and helps enforce the rules and expectations of the 48th Avenue, LSCC and Shelter Community. 
• 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. 
• Maintains check-in protocols for appeals. 
• Completes appropriate Incident Reports (IR). 
• Processes paperwork for service animals and scans completed paperwork into SCRIBE. 

Resource Room 

• Ensures the delivery of all basic services, per policies and schedules. 
• Ensures the scheduled use of the Courtyard heaters and electrical outlets Operations and Services Support 50%. 

Guest Support 

• Helps to create and maintain an environment where 48th Avenue, Lawrence Street Community Center, and Lawrence Street Shelter guests feel safe and can be provided opportunities to pursue next steps. 
• Sees to the welfare of guests by calling first responders as appropriate. 
• 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. 

Other 

• This position is full-time and should not exceed 40 hours per week, except in special circumstances, as approved by the Director of Guest Services and Hospitality. Hours change based on scheduling needs. 
• Other tasks as assigned by the Guest Services Supervisor and Director of Guest Services and Hospitality. 

Requirements

MINIMUM QUALIFICATIONS 

• High school diploma or GED required. College education preferred. 
• English/Spanish bilingual preferred. 
• Proficient skills in Microsoft Office software package and highly proficient in using an extensive database. 
• Proven ability to courteously and respectfully maintain composure 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. 
• Proven capacity to interact cheerfully, respectfully, and professionally in all situations. 
• Proven ability to perform duties proficiently in a high traffic area where interruptions are common. 
• Ability to maintain high level of confidentiality. 
• Ability to obtain and maintain CPR certification within 90 days of hire date. 
• A combination of education and experience can be substituted.  
• Active Driver’s License as a limited amount of work-related travel may be required. 
• Must be a Christian holding to the beliefs set forth in the Statement of Faith, expressed by a personal testimony and Christian conduct.? 

NOTE: A limited amount of work-related travel may be required. 

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.