Guest Services Assistant

St. Anthony Foundation 150 Golden Gate Ave San Francisco, CA 94102, USA Founded in 1950, St. Anthony's is the most comprehensive safety net service center in San Francisco, directly providing food, clothing, medical care, addiction recovery services, access to technology, job training, and other critical resources to the community. Every day we support and are supported by thousands of San Franciscans. Everyone who comes through our doors joins the St. Anthony's team and helps us create a future where all people flourish. St. Anthony’s Dining Room provides hot, nutritious meals daily (breakfast and lunch) in a welcoming community setting. This team assists our guests and guides them in accessing services. As part of the Guest Services team, you will greet guests, give information & referrals, connect guests with other SAF services, and handle guests’ special needs and requests while using the Dining Room and St. Clare’s Care. In the spirit of our Franciscan values and heritage, our team provides compassion and care daily. As a steward of healing and social justice, you are expected to meet the following duties: Essential Duties and Responsibilities Guest Engagement Ensures guests are greeted and welcomed when they enter the Dining Room. Ensures guests are treated with dignity and respect. Ensures guest questions, needs and concerns are appropriately addressed. Maintains and dispenses accurate information and referral for Dining Room guests including producing updated service handouts and maintaining a guest bulletin board. Provides consistent and positive customer service at all times with a commitment to helping meet guests’ needs. Connects guests with other SAF services including the Clinic, Free Clothing Program, Social Work Center, Chaplain services, and may include walking guests to other programs, contacting and following through with other programs. Assists guests who have special needs. Treats all guests with empathy, dignity, and respect. Seeks to understand the other person’s perspective and experience. Demonstrates the ability to work effectively across cultures and an openness to learning about unfamiliar cultures. Program Administration and Operations Completes reports and all other paperwork neatly, legibly, and thoroughly. Enters data and information electronically as required and looks up data and reports through the database. Understands and follows the organization's programs, policies, and procedures. Participates in regular training and development opportunities to increase capacity to apply innovative approaches to daily workflows, service delivery, and guest care and engagement. Fills in for Client Safety Service positions when staff are absent or needed. Assists with special projects and administrative tasks as needed. Assists with coordination of holiday volunteers and holiday projects, including decorating the Dining Room for special meals. Assists the Guest Services Coordinator in reviewing and assessing guest eligibility for disability services and implementing program procedures and guidelines in the Dining Room. Deals with or assists in dealing with any emergency involving police, paramedics, fire department, MAP, etc., including emergency evacuation of the Dining Room and participating in emergency preparedness trainings and CPR training. Assists with the organization and coordination of effective and quality service delivery to Dining Room clients and Brown Bag participants, including the twice‑monthly Brown Bag food distribution. Assists with the training, orientation, supervision, and evaluation of volunteers and interns assigned to guest services and prioritizes, schedules, and assigns work assignments. Facilitates and helps ensure a safe, secure environment for clients, volunteers, program participants, and staff while observing safety procedures and precautions. Teamwork Participates in relevant meetings supporting team communication and the program's capacity to fulfill organizational goals and mission. Collaboratively works with others to achieve team success. Manages stress and pressure situations calmly and responsively, maintaining the capacity to control reactions and awareness of behavioural impact. Consistently demonstrates integrity while working and representing St. Anthony’s. Practices direct, respectful, open, and honest communication with colleagues and proactively seeks support from team members or management. Demonstrates cooperation with coworkers, management, and the community at large. Minimum Qualifications Two years’ experience in client services, social work, or customer service. Excellent customer service skills. Excellent interpersonal, listening, oral, and written communication skills. Ability to be polite, diplomatic, and firm, setting limits and practicing professional boundaries with guests, direct reports, and coworkers. Ability to respond to emergencies and high‑pressure situations in a self‑composed and self‑assured manner. Ability to work non‑traditional hours and days (weekends and holidays required). Ability to complete paperwork neatly and legibly. Ability or willingness to learn to use information and communication technologies (computers, smartphones, and iPads) to find, evaluate, create, and communicate information. Ability to remain awake and aware during all scheduled shifts. Ability to be punctual, reliable, cooperative, and stay team‑oriented. Experience with conflict de‑escalation skills is preferred; must complete Crisis Prevention training within 3 months of hire. P.R./First Aid certification preferred; must complete certification within 3 months of hire. Willingness to work in remote locations. Experience working in a non‑profit or community‑based social service agency with people experiencing homelessness or poverty desired. Proficiency in a second language is strongly desired (Spanish, Mandarin, Tagalog, Cantonese). Commitment to St. Anthony Foundation Statement of Values and a desire to work for a social services agency serving the poor. St. Anthony’s has a diverse workforce, welcoming all ethnicities, faith backgrounds and worldviews. We are also proudly Catholic. Our Franciscan identity is at the core of our mission, namely to uphold the dignity and value of the human person and lift the spirits of those in need to help create a society in which all persons flourish. People of color, differently‑abled people, LGBT, and folks with lived experience are strongly encouraged to apply. St. Anthony's is proud to be an Equal Employment Opportunity Employer. We value diversity of culture, thought, and lived experiences. We seek talented, qualified individuals regardless of race, color, religion, sex, pregnancy, marital status, age, national origin or ancestry, citizenship, conviction history, uniform service membership/veteran status, physical or mental disability, protected medical conditions, genetic characteristics, sexual orientation, gender identity, gender expression regardless of physical gender, or any other consideration made unlawful by federal, state, or local laws. St. Anthony's uses E‑Verify to validate our new employees' eligibility to work legally in the United States. Preferred Candidate Attributes Enthusiastic Shows intense and eager enjoyment and interest. Team Player Works well as a member of a group. Dedicated Devoted to a task or purpose with loyalty or integrity. Ability to Make an Impact Inspired to perform well by the ability to contribute to the success of a project or the organization. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr