Guest Services Supervisor - WCM
Job Details
Hope Place - Seattle, WA
Full Time
4 Year Degree
None
Day
Nonprofit - Social Services

Are you looking for a way to use your gift to help others? Do you have a heart to come alongside others who are trying to improve their lives? Do you want to work for a company that's made it on the Best Christian Workplaces 2 years in a row? If so, we want to talk with you.

 

The Guest Services Supervisor works with a staff team to help create a safe, healing environment for women and children in a Christian residential program. Oversees the Guest Services functions of Hope Place, including customer service, administrative and intake functions. Fosters a culture of service and teamwork and develops future leaders.

 

Shift Schedule

Monday - Friday from 8:30am - 5:00pm with occasional weekends, holidays, and evenings when needed.

 

Responsibilities 

 

  • Due to the sensitive nature of these essential job duties, we are only able to consider females for this position.
  • Supervise the Guest Services team at Hope Place to ensure professionalism, competence, and Christ-like customer service is extended to all guests/volunteers and staff who enter the building.
  • Work closely with the Director of Women and Children’s Ministries to establish and implement goals for assigned areas.
  • Provide organizational, spiritual, and administrative leadership to all direct reports, staff and volunteers- including hiring, onboarding and training of new staff, timesheet approval, development, scheduling, coaching and performance management and other support related to personal issues.
  • Work proactively with WCM leadership team, Mission staff and ministry partners to continually develop and improve quality services provided to homeless individuals and families, staying on top of any potential problematic operational issues.
  • Oversee reception and customer service functions at Hope Place, including handling visitors, checking-in
  • volunteers, answering phones, ensuring the highest level of customer service at Hope Place.
  • Oversee the intake process including inquiry calls, phone screens, intakes and bedlist.
  • Maintain weekly staff and intern schedule including vacation schedules, shift coverage and special events, ensuring adequate staffing of the Hope Place facility 24 hours a day, seven days a week.
  • Collaborate closely with Mission Volunteer Engagement to update volunteer job descriptions, assist with volunteer training, scheduling and coordinating special events.
  • Oversee monthly statistical and narrative reports, as required.
  • Oversee the scheduling of Hope Place classrooms and other meeting space.
  • Oversee proper handling of guest communication, including mail and phone messages, protecting the confidentiality of guests.
  • Oversee the updating and organizing of guest and staff information (photos, directory info, etc.) and facility incident documentation.
  • Oversee the training of all staff on administrative functions, front desk reception and customer service.
  • Track the office supply budget and oversee ordering and organization of office and reception supplies.
  • Oversee office machinery and security cameras.
  • Facilitate communication within the WCM staff team and other UGM staff via the internet, email announcements and staff meeting minutes.
  • Assist with public relations and tours.
  • Promote spiritual health and unity at WCM by presenting a Christ-like demeanor in interactions with guests, staff, callers, visitors and donors.
  • Attend and participate in all Mission, Division and Department meetings and trainings, as required.
  • Any other job-related duties as assigned by supervisor.

 Qualifications & Experience

 

  • Customer service experience is required. Leadership experience is required.
  • High school diploma or equivalent is required. BA/BS is preferred.
  • Possess a valid Washington State Driver’s License and be able to meet the standards of the Mission driver criteria required, including but not limited to:
    • Clean driving record
    • No current suspensions or revocations
    • At least 21 years of age

 

Work Environment

 

While performing the duties of this job, the employee is frequently required to sit for long periods of time in a temperature-controlled environment.  Requires frequent use of computers, keyboarding, and talking on the telephone.  Occasionally will stand, balance, twist, bend, stoop, kneel and reach with hands/arms.  Regularly lifts up to 20 pounds and walks using stairways to climb to multiple floors within the facility.  Specific vision abilities required for this job include close vision, color vision, distance vision, depth perception, and the ability to adjust focus.

 

Pre-Employment

 

This position is subject to a pre-employment background check and must be able to pass a 5 panel drug screen including THC.

 

COVID – 19 Protocol

 

Per King County, we require that everyone wear and mask while at any Mission facility (unless eating or drinking), practice social distancing and temperature checks are required prior to entering any facility.


Per Governor Inslee's Proclamation 21-14.1, employees at Seattle Union Gospel Mission for the following locations: KentHope, Hope Place, and Dental must be fully vaccinated against COVID-19, unless a medical or religious exemption is approved. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. As a condition of employment, newly hired employees will be required to provide proof of their COVID-19 vaccination or be approved for a medical or religious exemption prior to being allowed to work.

 

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