Guest Services Assistant

PRINCIPAL RESPONSIBILITES:

Under the direct supervision of the Dining Room Assistant Manager of Guest engagement and working as a team, assists with Dining Room Guest Services. While maintain a safe and dignified space for guests. The Guest services Assistant will be responsible for greeting guests, giving accurate information and referral, connecting guests with other SAF services, handling special needs and requests, handling hygiene issues etc. You will also be required to work within the day shelter provided within St. Boniface Church. As part of the Dining Room team, at times, you will be asked to backup for some CSS positions, volunteer coordination and other duties or projects assigned by their supervisors or manager.  Dining room staff are required to work on holidays unless given permission by their supervisor to have that time off. The Guest Services Assistant must demonstrate in their performance adherence to established policies and procedures exhibiting the defined characteristics associated with attendance and punctuality.

 MAJOR DUTIES:

Greets and welcomes guests, prioritizing the treatment of everyone with dignity and respect. 

Ensures guest questions, needs and concerns are addressed appropriately.

Maintains and dispenses accurate information and referral for Dining Room guests including producing updated service handouts, maintenance of a guest bulletin board, etc.

Provides consistent and positive customer service at all times with a commitment to helping meet guests needs.  Working as part of the DR team knowing your presence is an essential function for the team to be successful.

Monitors the Day Shelter provided within St. Boniface church, maintaining a safe, healthy and supportive environment.

Fills-in for Client Safety Service (CSS) positions when staff are absent or when needed.

Connects guests with other SAF services including the Clinic, Free Clothing Program, showers and laundry, Social Work Center, Chaplain Services etc.  May include physically walking guests to other programs, contacting and following through with other programs.

Accommodates guests who have special needs (i.e., mental illness, physical disability, hygiene issues, etc.).

Supports with coordination of holiday volunteers and holiday projects.  Participates in decorating the Dining Room for special meals. Attendance on all holidays is a requirement unless there is advance permission given by supervisor to have the day off.

Completes special projects and administrative tasks as needed and assigned. 

Provides feedback to the Assistant Manager of Guest Engagement in the review and assessment of guest eligibility for disability services. Implements and enforces program procedures and guidelines in the Dining Room. 

Deals with any emergency involving police, paramedics, fire department, etc. as needed.  Plays a role in emergency and crisis situations, including emergency evacuation of the Dining Room, disaster services, power outages, etc.  Participates in emergency and disaster preparedness trainings, drills, and CPR training.

Coordinates with the organization and effective quality of service delivery to Dining Room clients, and Brown Bag participants.  Supports the volunteer program as needed.

Assists with the training, orientation, supervision, and evaluation of volunteers and interns assigned to guest services.  Prioritizes, schedules, and assigns work assignments, as needed.

Facilitates and helps ensure a safe, secure environment for clients, volunteers, program participants, and staff (with respect to security, health, and safety hazards).  Observes safety procedures and precautions.  Aware of and assists in the identification of workplace and job hazards. 

Attends and participates in relevant meetings and trainings: Guest Services, Dining Room staff, One Team, Direct Service, Foundation-wide, etc.

Assists and works with all the members of the Dining Room and CSS in responding to the responsibilities and needs of the workunit.  Performs other duties as assigned by the Assistant Manager of Guest Engagement or the Dining Room Sr. Community Manager.

MINIMUM QUALIFICATIONS:

Two years’ experience in client services, social work or customer service.

Must have excellent customer service skills.

Must have excellent skills working with homeless, low-income, and mentally disabled persons. 

Ability to work successfully with a diverse client population.

Excellent interpersonal listening, oral and written communication, as well as, conflict de-escalation skills.

Ability to prioritize work, handle multiple tasks, and exhibit flexibility in work assignments.

Mandarin, Cantonese, or Spanish speaking preferred.

Ability to be polite, tactful, and firm with the public.  Ability to set limits and to handle emergency and pressure situations.

Ability to work holidays and weekends.

Good organizational skills and detail orientation.  Ability to maintain accurate paperwork and complete appropriate follow-through.  Administrative skills required to complete projects.

Excellent work habits: punctual, reliable, cooperative, and team-oriented.  Ability to work with minimal supervision. 

Commitment to St. Anthony Foundation Statement of Values and a desire to work for a social service agency serving the poor.

Salary : $45,000 - $55,000