Guest Services Shift Lead

Minnesota Council of Nonprofits; Minneapolis (MN); On-site; USD 31,000 - 44,000; Full time

Benefits offered by this job

Competitive pay

Full-time position

Insurance (medical, dental, vision)

401(k) with employer contribution

Paid time off

Parking or transit support

Cellphone reimbursement

Family/schooling support benefits

Meaningful community impact

Job summary

People Serving People seeks a Guest Services Shift Lead to supervise front desk operations, mentor Associates, and ensure a welcoming, efficient experience for guests, staff, and volunteers in a 24/7 shelter.

Responsibilities include training, enforcing policies, triaging guest issues, and coordinating with the Hennepin County Shelter Team to maintain availability and service quality. This is a full-time role with benefits and growth opportunities.

Qualifications

• AA or higher education required or equivalent experience.
• Strong front desk knowledge with policy experience.
• Experience training and mentoring staff.

Responsibilities

• Train and mentor Guest Services Associates and coordinate with Supervisors.
• Enforce Guest Services policies consistently and fairly.
• Triages guest issues, refer complex cases to supervisors.
• Provide quality control for room status and lunch lists.
• Represent the department with the Shelter Team on information requests.
• Advise on staff development and performance trends.

Skills

Front Desk Experience

Team Leadership

Customer Service

Training staff

Policy enforcement

Cultural sensitivity

MS Office familiarity

Education

AA or higher education

Tools

Microsoft Office

Job description

About us:

People Serving People is the largest and most comprehensive emergency shelter for families experiencing homelessness in Minnesota and a dedicated leader in homeless prevention. If you want to help transform communities and see families thrive, then People Serving People is the place for you.

What do we need:

People Serving People is seeking a Guest Services Shift Lead to join our team. The Guest Services Shift Lead will need to possess superior knowledge of Front Desk policies and procedures, the ability to demonstrate exceptional understanding of the Front Desk’s relationship with the Hennepin County Shelter Team and play a crucial role in training and mentoring other Associates to meet the standards set by department supervisors.

The primary function of this position is to provide unsurpassed customer service to People Serving People’s guests, staff, volunteers, and contracted workers by welcoming them into shelter, providing for their immediate needs, working with them to administer their stays, and ensuring the effectiveness of a 24/7/365 operation at the heart of the largest and most comprehensive family homeless shelter in the region!

Associates who succeed as Shift Leads are proactive self-starters with strong communication and documentation skills and a proven ability to work effectively in a loud and chaotic environment.

Responsibilities:

• Demonstrate proficiency working with Microsoft, Salesforce, Paylocity and HMIS (ClientTrack) and prove their ability to train others to perform key functions.
• Maintain familiarity with Guest Services policies and procedures and enforce those policies and procedures consistently and fairly.
• Adjudicate and grant reasonable special permissions, triage and address guest issues, and refer to supervisors any issues that cannot be immediately resolved.
• Provide quality control for the audit, room status report, and box lunch list.
• Represent the Guest Services Department when contacted by the Hennepin County Shelter Team for information regarding room availability.
• Provide initial training and mentor all new Guest Services Associates and advise Coordinators and the Guest Services Manager on Associates’ development.
• Advise Coordinators and the Guest Services Manager on performance trends involving Front Desk staff; notify supervisors of procedural and other shortfalls; and advise supervisors on opportunities to improve the quality of the department’s support to People Serving People’s guests as well as economize the department’s limited resources.
• Model integrity, responsibility, accountability, diligence, compassion, professionalism and operational excellence for Associates’ and others’ emulation.

Requirements:

• AA or at least 1 full year of experience.
• CPR/First Aid/AED
• Solid computer skills and experience with Microsoft applications.
• Experience working as part of a team.
• Experience working with people from diverse cultural and socio-economic backgrounds.
• Working knowledge of community resources.
• Experience working with homeless families and/or individuals preferred.
• High mobility with limited sitting (capability to change positions throughout the day).

Physical Demands:While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand; walk; sit; use hands to handle or feel and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch or crawl and smell. The employee must be able to lift and/or move 25 lbs.

Work Environment:The noise level in the work environment is usually moderate but can become loud at times.

Pay and Benefits:

• $27.00 per hour
• Full-Time, Monday through Friday, from 7:00 a.m. to 3:30 p.m.
• Medical, dental, and vision insurance available.
• Company-paid life and disability insurance.
• 401(k) with employer contribution at 6 months.
• Competitive PTO package.
• Reduced cost parking or metro pass.
• Cellphone reimbursement.
• Reduced childcare rates.
• Financial wellness benefit.
• The chance to make a real difference in the community.