Guest Service Specialist 7:00am-3:30pm & 3pm-1130pm

Guest Service Specialist The role of the Guest Service Specialist is to ensure the safety and security of the facility and to ensure guests have access to the supplies and resources they require while residing at the shelter. Guest Service Specialists intervene when issues arise and perform routine shelter operation tasks. This position requires a mature and professional individual with excellent interpersonal skills, highly developed customer service skills, and the ability to deal with individuals in a crisis situation. The Guest Service Specialist interacts with guests in a supportive way that fosters mutual respect, clear communication, and always with the goal in mind to return to permanent housing.

RESPONSIBILITIES

Works on a daily basis with residents to ensure that they have all necessary supplies and resources needed Provide excellent customer service to residents and guests Attends and participates in staff meetings and provide input pertinent to other shelter staff Intervenes when issues arise concerning guests and residents Communicates daily with the Housing Specialist & Case Management Team to give updates on the residents' progress Works with the Director of Operations to ensure the safety and security of the facility and all staff, guests, and residents Orient new residents to the shelter and its services Coordinate the placement of the residents at the facility, including issuing linens, lockers, beds, toiletries, and other essential supplies Coordinate and monitor residents and guests in any chores or volunteer work performed Collect and distribute donations Supervise volunteers and coordinate volunteer work activities Assist with maintenance tasks as required Ensure facility and grounds remain clean, including light cleaning Assign chores to residents and ensure chores are properly completed Ensure facility rules are obeyed and properly document violations of rules Oversee and assist in the preparation, serving and cleanup of meals Maintain a high level of communication inter-and intra-departmentally through answering calls, utilizing the voicemail system, staff meetings, and Staff Log Acts as an ambassador to all visitors Represent the Mission to the public, our residents, and volunteers in a positive, customer- service oriented way Respond to crisis situations utilizing verbal de-escalation techniques Communicate with crisis responders as necessary Reports and/or corrects problems related to safety, cleanliness, and comfort of resident living and work areas Permits authorized persons entry and regulates vehicle/pedestrian traffic Follow proper SOP's Properly respond to emergency situations Follow required chain of command Handle and control traffic Keep confidential information with relative parties Know how to visually identify issues using CCTV Be a resource to residents and guests Keep notes and logs of daily activity Position requires the ability behave respectfully and act with the utmost integrity on and off duty Other duties as assigned by supervisor

QUALIFICATIONS

High school diploma or equivalent required, A.A. or B.A. degree preferred Mental health or medical work experience a plus Valid Florida driver's license and good driving record Ability to work under pressure in a fast-paced environment MUST be organized Ability to speak clearly and write legibly Reliable personal transportation Ability to multi-task Able to operate a computer and learn how to use new software

CHARACTERISTICS

Maturity and professionalism as expressed through excellent interpersonal and customer service skills Ability to establish cooperative and respectful working relationships with residents, co- workers, volunteers and visitors to the center Ability to articulate the mission, programs, and services of Rescue Outreach Mission of Central Florida. Starting pay $14.00 an hour. Drug free workplace

Job Type:

Full-time Pay:

From $14.00 per hour

Benefits:

Flexible schedule Paid time off People with a criminal record are encouraged to apply

Work Location:

In person