Guest Services Assistant

Salary Range $45,500-$52,000 annually Workdays Friday-Tuesday Work Hours 6:00 am- 2:30 pm

ABOUT ST. ANTHONY’S

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.

PRINCIPAL RESPONSIBILITY

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, maintenance of a guest bulletin board, etc. * Provides consistent and positive customer service at all times with a commitment to helping meet guest’s needs. * Connects guests with other SAF services including the Clinic, Free Clothing Program, Social Work Center, Chaplain services etc. This may include physically walking guests to other programs, contacting and following through with other programs, etc.

• Assist guests who have special needs.
• Treat all guests with empathy, dignity, and respect. Seek to understand the

other person's perspective and experience. * Demonstrate the ability to work effectively across cultures and an openness to learning about cultures not familiar to oneself.

PROGRAM ADMINISTRATION AND OPERATIONS

• Complete reports and all other paperwork neatly, legibly, and thoroughly.
• Enter data and information electronically as required. Looks up data and

reports electronically through a database as requested.

• Understand and follow the organization's programs, policies, and procedures
• Participate in regular training and development opportunities to increase

personal capacity to apply innovative approaches to daily workflows, service delivery, and guest care and engagement. * Completes incident reports, daily log, forms and other paperwork neatly, legibly and completely. Assists with administrative duties as needed.

• Complete reports and all other paperwork neatly, legibly, and thoroughly.
• Enter data and information electronically as required. Looks up data and

reports electronically through a database as requested.

• Understand and follow the organization's programs, policies, and procedures
• Participate in regular training and development opportunities to increase

personal capacity to apply innovative approaches to daily workflows, service delivery, and guest care and engagement. * Fills-in for Client Safety Service (CSS) positions when staff are absent or when needed. * Assists with special projects and administrative tasks as needed. Assists with coordination of holiday volunteers and holiday projects. Assists in decorating the Dining Room for special meals. * Assists the Guest Services Coordinator in the review and assessment of guest eligibility for disability services. Assists in implementing and enforcing program procedures and guidelines in the Dining Room. * Deals with or assists in dealing with any emergency involving police, paramedics, fire department, MAP, etc. Assists in emergency and crisis situations, including emergency evacuation of the Dining Room, disaster services, power outages, etc. Participates in emergency and disaster preparedness trainings and drills and CPR training. * Assists with the organization and coordination of effective and quality service delivery to Dining Room clients, and Brown Bag participants. Assists with the twice monthly Brown Bag food distribution as scheduled. * Assists with the training, orientation, supervision, and evaluation of volunteers and interns assigned to guest services. Prioritizes, schedules, and assigns work assignments, as needed. Assists with the volunteer program 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.

TEAMWORK

* Participate 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.
• Manage stress and pressure situations calmly and responsively. Maintain the

capacity to control reactions and awareness of how their behavior or response can impact others. * Consistently demonstrate integrity while working and representing St. Anthony’s. * Practice direct, respectful, open, and honest communication with their colleagues. Proactively seeks support from team members or management. * Demonstrate cooperation with coworkers, management, and the community at large.

MINIMUM QUALIFICATIONS

• Two years’ experience in client services, social work or customer service.
• Must have excellent customer service skills.
• Excellent interpersonal, listening, oral, and written communication skills

are required. * Ability to be polite, diplomatic, and firm. Can set limits and practice 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 person's 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.