Guest Services Associate

Job Description

Job Description

Job Title:Guest Services Associate  

Team:Men’s Center - Program & Shelter 

Classification:Full -Time, Hourly Non-Exempt 

Reports To:Guest Services Supervisor 

Direct Reports:None 

Effective Date:March 2025 

Position Summary 

The Guest Services Associate is a dedicated and compassionate teammate supporting Oliver Gospel’s Men’s Recovery Programs and Shelter.  The Guest Services Associate serves as the main front desk point of contact for individuals entering the Men’s program or seeking shelter services, support, and other resources. This role is crucial in ensuring a welcoming and organized environment for guests/program members, partners, and other visitors. 

Position Qualifications 

For Employment with Oliver Gospel 

• A believer in Jesus Christ
• Affirm without reservation Oliver Gospel’s Statement of Faith
• Fully support Oliver Gospel’s Statements of Mission and Vision 
• Ability and desire to work in harmony with other Oliver Gospel employees
• Be on time and ready to work at the assigned work location on every scheduled day of work
• Due to sensitivity for potential impact upon Oliver Gospel’s Program Participants, the use of alcohol, tobacco and/or vaping products is notpermittedduring scheduled work hours or at any Oliver Gospel event 
• Valid South Carolina driver’s license

For the Guest Services Associate  

• High School Diploma or equivalent, certifications and college preferred(ministry background a plus) 
• Minimum of one yearof provenadministrative experienceand skills 
• Experienceworkingin high-risk environments,withvulnerable populations, recovery facilities, and orpeople experiencing homelessness 
• De- escalation/conflict resolution experienceanddemonstratedemotional intelligence
• Ability toparticipatein a shift work schedule
• Proven ability to work independently while staying aligned with the priorities of the supervisor
• Proficient knowledge of PC-based software and relevant applications and office equipment

Position Responsibilities 

• Greetvisitorsand guestscourteously and professionally.
• Provide information about available services, programs, and resources offered at the shelter and recovery center.
• Maintain a clean and organized front desk area andmaintain shift communication log.
• Registervisitors and/orassistguestprogramguestswith intake proceduresas needed 
• Assistwithconfirming bed assignments,conductingpersonal belonging searches, anddrug/alcoholsubstance screeningswhenrequired.
• Answer phone calls, respond to inquiries, and direct calls to theappropriate staffmembers.
• Assistwith administrative tasks such asreception organizing,filing, data entry, record-keeping, and other common reception duties.
• Become proficient in all aspects of Oliver Gospel’s HMIS and other required systems.
• Communicate effectively withprogramguests, staff, and volunteers tofacilitatea positive and supportive environment.
• Collaborate with other team members to address client needs and concerns promptly and effectivelyto includestrong collaboration withprogramstaff and Life Coaches.
• Provideparticipantcountsfor Chapelservices andspecial events/activities in the facility.
• Assistwith providing linens, hygiene items,and meals.
• Assist with receivingandrecordingdonation itemsandtaking and submitting requests.
• Assistwithoperatingthe sound system and Smart TV in Oliver Hall when needed.
• HelpfacilitateRapid Shelter/Cold Weathershelter.
• Drive companyvehiclesand transport guestswhen needed(approvedMVRrequired).
• Develop relationships with Refresh guests andchart/reporttheir needs and behaviors
• Assistwith dispensingmedicationsas needed.
• Work with relevant staff to ensure programguestshave proper clothing and essentials upon entry and throughout the programs.
• Monitor and ensure the security of the front desk and other facility areas on and off camera.
• Deescalate and provide support for people in crises,deferringto Life Coaches or Managers when facing escalated situations.
• Report all policy violations,substance abuse/suspicion,and/or otherthreats oflife or health threatsto staff or programguests.
• Enforce shelter program structure, policy, standards, and protocols, including ensuringthefront deskis never left unattended withoutdirectcoverageand/or is locked up securely with approval (programguestsnever left in the facility without proper staff supervision). 
• Perform other duties as assigned by the supervisor.

Core Competencies 

• Strong teamplayer
• Strong communicationand public speaking skills
• Strong organizational skills
• Ability to interactprofessionallywith guests, employees,and donors 
• Ability to prioritize with an emphasis on quality and accuracy of work
• Ability to use sound judgment in decision making
• Ability to perform all duties with integrity and excellence
• Ability to honorconfidencesand keep confidential information
• Modela servant attitude

Mental and Physical Demands 

• Ability to work in a changing, growth-oriented environment
• Ability to concentrate and apply mental processes
• Ability to work with disruptions, criticalissuesand emotional individuals
• Ability tooperatewith a positive attitude 
• Ability to move seamlessly from one task to another
• Ability toparticipatein travel experiences
• Ability to remain in a stationary position forlong periodsof time
• Ability to move about inside the facility to engage employees,clientsand/or guests
• Ability tofrequentlyclimb stairs, bend, squat, kneel, and reach upward or outward in performing tasks
• Ability to lift, carry,pushand/or pull items weighing up to 50 pounds
• Ability to engage in limited exposure to health-related issues such as colds,virusesand other illnesses