Guest Services Assistant

Summary: Facilitate a warm and welcoming environment of Ho’okipa (Hospitality) for all guests and visitors of IHS at designated service locations. Provide exceptional guest service and ensure the welfare, health and safety of all IHS guests. 

Essential Functions

1. Demonstrate excellent customer service consistent with the standards contained in the Vision, Mission, and Values of the organization.

2. Professionally interact with, support internal IHS policies and carry out daily site specific and organizational procedures that create a culture of hospitality, trust and respect.

3. Welcome visitors, accept donations, issue receipts to donors and store items in the proper manner; work collaboratively with respective IHS program staff and outside partners to ensure the consistent delivery of services to guests.

4. Observe guest behavior as needed to recognize behavioral changes in an effort to maintain a safe and respectful environment; accurately document information regarding guests into SAMi especially IR’s (incident reports) including documenting when emergency situations arise with police, fire or EMS is contacted. 

5. Keep an accurate account of all events occurring during shifts in the daily operations log and ensure vital information is passed on during shift changes.

6. Defuse verbal/physical altercations in a non-violent manner using Crisis Prevention Intervention techniques (CPI); ensure a safe environment.

7. Facilitate emergency procedures including but not limited to situations involving fires, evacuations, use of 911 emergency services, first aid, CPR, drills and codes etc.

8. Assist and ensure that shelter/site premises are clean and the environment is free from safety/health hazards; ensure that IHS property/equipment is handled with care and used as directed, report potential hazards, defects or dangerous situations to Guest Services Supervisor or Maintenance Dept. for repair schedules or immediate action.

9. Conduct periodic perimeter checks to ensure the safety of shelter guests and/or around neighboring businesses/homes.

10. Answer phones at designated sites and/or perform receptionist duties as necessary.

Other Duties

1. Process initial guest intakes and exits when necessary, inform guests of all services provided by IHS and explain their rights and responsibilities while at the shelter or designated service site; document accurately in SAMi and HMIS. 

2. Provide assistance to guests in retrieving their necessary medications in storage and ensure medication log is consistently updated accurately. 

3. Attend all mandatory training, general staff and department meetings as directed. 

4. Performs other duties and accepts responsibilities as assigned.

Supervisory Responsibility:  This position may have daily supervisory responsibility of in-house and community volunteers who are providing care, programming and assistance for the guests of IHS. The responsibility when assigned, includes ensuring volunteers are working safely, are monitored and supported to have a positive volunteer experience. Employees who are assigned as shift leaders, assume basic responsibilities of leading the shift to include that staff are working safely, are working as scheduled and to report incidents to management as directed. 

Position Type/Expected Hours of Work:  Hours include some evenings, weekends and holidays. Hours and days may vary based on the needs of the organization. Must be available to work one or more of the following shifts as scheduled: 

6:00 AM - 2:30 PM and/or 

2:00 PM - 10:30 PM and/or 

10:00 PM - 6:30 AM

Competencies

1. Communication

2. Conflict Management

3. Customer Oriented

4. Teamwork

5. Computer/Data Entry

Required Knowledge/Skills/Abilities

1. Knowledge of homelessness and the issues associated with it; mental health and substance abuse issues 

2. Good interpersonal, verbal and written communication skills with an emphasis on conflict resolution

3. Excellent people and customer service skills

4. Possess personal qualities of integrity, patience and commitment to mission

5. Flexible and able to multitask; can work within an ambiguous, fast-moving environment

Required Education & Experience

1. High School diploma or GED equivalent

2. One year of direct/customer service related experience working with disenfranchised or medically fragile population

3. Basic computer skills; able to navigate Google e-mail, Microsoft applications and databases

Preferred Education & Experience

1. At least one to one and a half years customer service experience or experience with homeless or disenfranchised individuals

2. Food service experience in commercial kitchens with food service certification/USDA training

3. Valid Driver’s License and clean traffic abstract 

4. CPI certified or able to pass at IHS; CPR and First Aid certified or able to certify through IHS 

5. Physically capable of communicating with, caring for and facilitating activities for guests of all ages and varying comprehension levels

 IHS is an Equal Opportunity Employer, maintains a Drug and Alcohol-free Workplace, and is an employer of National Service.