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Guest Services Supervisor

Job Title: Guest Services Supervisor

Team: Programs/Men's Shelter

Classification: Full-Time, Non-Exempt

Reports To: Men's Shelter and Program Manager

Direct Reports: 5

Effective Date: 2025





Position Summary



The Guest Services Supervisor will demonstrate compassion and program structure adherence in a well-balanced fashion, with a Christ-centered approach. The individual will be dedicated to work with all men in the shelter supporting and coordinating activities for them in our Refresh, Rebuild and Recovery Programs.



Position Qualifications



For Employment with Oliver Gospel Mission



A believer in Jesus Christ

Affirm without reservation the Mission's Statement of Faith

Fully support the Mission's Statements of Mission, Vision and Core Values

Ability and desire to work in harmony with other Mission 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 the Mission's Program Participants, the use of alcohol, tobacco and/or vaping products is not permitted during scheduled work hours or at any Mission related event

Valid South Carolina driver's license



For the Program Support



High school diploma or equivalent required

Bachelor's degree in social work, counseling psychology, or related field highly preferred (Ministry experience and education beneficial)

Previous experience working with individuals experiencing homelessness, addiction, or mental health issues (various related certifications or credentials preferred)

Knowledge of community resources and support services preferred



Experience with Microsoft Suites and office equipment preferred

Knowledge of donation tracking software, namely ThriftTrac preferred (training required if no experience)



Position Responsibilities

Work independently while staying aligned with the priorities of the organization

Lead and establish the team while maintaining effective working relationships and healthy boundaries

Manage multiple projects in multiple areas simultaneously

Interact with all guests by providing both encouragement and accountability

Pray with/for those served by the ministry, and be comfortable and willing to lead a guest to the Lord, modeling vulnerability when appropriate

Oversee and assist with the completion of specified daily household tasks assigned to program guests within the facility

Utilize technology and computer software to maintain written materials necessary for the orderly provision of services

Order supplies and keep tabs on inventory needed for daily operations

Lead compliance with program guidelines, policies, and procedures

Conduct and manage daily dorm/room inspections and ensure they are in line with program standards; work in cooperation with Guest Service Associates in Refresh dorms, and with Life Coaches for Rebuild and Recovery dorm areas

Conduct and manage daily inspections of facility common areas inside and outside (classrooms, Courtyard, The Den, etc.) to ensure rooms/outside areas remain clean and orderly before and after use

Lead and perform special assignments and duties as assigned by Program Manager (e.g. orientate new program members entering facility, household cleaning, safety coordination assistance, facility security assistance, operational and administrative duties

Supervise and coordinate as needed, with program guests, in recreational and other program related activities (gym, corporate fun, etc.)

Provide transportation for program guests to program related events/activities as needed

Collaborate with proper staff to ensure guests have adequate clothing and essentials upon entry and throughout the program

Support Rebuild/Recovery programs as needed in conducting alcohol and drug screens on guests, and report suspicion of illegal substance abuse or other life or health threats

Create and provide accountability to Guest Services team members to ensure a clean and safe environment, with specific focus on Front Desk area

Help coordinate in-house training for the Guest Services team, including first aid, CPR, Narcan, de-escalation techniques, etc. in cooperation with Program Manager

Manage and encourage continuous attention to staff performance and development and conduct performance evaluations of all Guest Services staff while identifying gap areas in performance in need of corrective action and/or coaching, up to and including termination, in collaboration with Program Manager

Troubleshoot grievances and provide guidance for Guest Services team to proactively handle guest complaints, incident reporting, concerns, and problem areas.

Assist Program Manager in keeping policy manuals current and submit any suggestions or necessary changes to Program Manager for approval.

Under direction of Program Manager, collaborate with staff and community partners to identify and coordinate resources to support comprehensive care for program guests

Consistently apply clear boundaries and engage with professionalism that is above reproach

Assist with Front Desk coverage when needed (all-hands-on-deck team mentality)

Assist with shelter activities in dining, courtyard, sidewalk, and other shelter areas

Communicate and coordinate with volunteers under the direction of Program Manager

Assist with conducting regular audits on HMIS data entry as directed by Program Manager

Ensure while working, the facility or men in the facility or at an Oliver Gospel-sponsored event/activity are never left unattended without a staff member assigned to provide coverage

Maintain proper channels of communication within, as well as outside of the facility

Participate in staff meetings, training, and professional development opportunities as required

Provide manager updates on activities in areas of responsibility

Maintain a high standard of excellence in all areas

Perform other duties as assigned



Core Competencies



Strong communication and interpersonal skills

Work in a fast-paced and challenging environment

Patience and a non-judgmental attitude

Work independently as well as collaboratively depending on appropriate tasks

Appropriately handle confrontation and apply de-escalation techniques

Balance firmness with grace

Communicate clearly and effectively

Excellent attention to detail

Professionalism with strong interpersonal skills

Strong team player attitude and example

Strong administrative and organizational skills with a flexible/adaptable attitude

Maintain positive attitude under pressure



Mental and Physical Demands



Ability to work in a changing, growth-oriented environment, high adaptability

Ability to concentrate and apply mental processes

Ability to work with disruptions, critical issues and emotional individuals

Ability to operate a computer and other office equipment

Ability to move about inside the facility to engage employees, program members and/or guests

Ability to frequently lift and carry materials weighing up to 50 pounds

Ability to frequently push or pull materials weighing up to 25 pounds

Ability to engage in limited exposure to health-related issues such as colds, viruses, etc.

Ability to participate in physical fitness activities

Time:  Full-Time
Salary:  Hourly
Category:  Other

Updated:
3/5/2025 12:18:41 PM