Job Summary:

The Evening Shift Lead is responsible for providing direct services and support to guests residing at the Bishop Dudley Hospitality House. This representative will oversee the evening check in process for all eligible guests who utilize the services and programs of the Bishop Dudley Hospitality House. The Evening Shift Lead will work collaboratively with other staff to maintain safety and cleanliness of the building and ensure that the Bishop Dudley Hospitality House is operated in a professional manner meeting the needs of the guests who are served on a daily basis. To meet expectations and succeed at this role, Evening Shift Lead is assigned the following responsibilities which are not all inclusive:

Essential Duties and Responsibilities:

• Create and foster a welcoming atmosphere for all guests serviced by the Bishop Dudley Hospitality House by treating all guests with dignity and respect.
• Offer kindness and compassion to those experiencing homelessness, while keeping a high level of professionalism at all times.
• Promote safety and security to all guests and staff.
• Supervise check-in staff, maintain a safe and secure environment, addressing any issues that arise, and ensuring compliance with company policies and procedures.
• Provide excellent service to guests, resolving complaints, and addressing inquiries.
• Work closely with contracted security to maintain safety inside and outside of the building.
• Overseeing locker payments and pay-for-stay payments.
• Monitoring surveillance systems, conduct regular patrols, and respond to emergencies.
• Communicate with management and staff, providing updates, and collaborating on improvements.
• Train new check in and overnight employees on procedures and expectations.
• Monitor inventory levels and inform the Business Manager of supply needs
• Resolve issues promptly and effectively between guests and staff.
• Schedule and assign tasks to staff for the shift.
• Refer guests to the evening Case Manager for assistance.

Hospitality

• Providing a high level of customer service to volunteers who are helping during the evening check-in shift.
• Foster an environment among all staff to treat guests, in a confidential manner, using positive voice tone, common sense and good judgement.
• Assisting guests with resources such as, laundry, showers, meals, computer and telephone usage and other resources they may need.
• Engaging guests in positive conversations and take time to learn about their needs, challenges and goals.
• Using conflict resolution and de-escalation skills to diffuse crisis situations and serve as an intermediary to resolve disputes among guests.
• Be inviting and inclusive to all guests by creating group activities for guests. Include guests in special projects, volunteer opportunities and service to the community.

Job Duties

• Assist in the direct supervision of volunteers and guests.
• Oversee guest check in, bag search, disposal of food, drinks and weapons.
• Oversee the intake of guests when the case manager is not on duty.
• Respond accordingly to any emergency or issue that may arise in or around the facility.
• Ensure that your area of responsibility is clean of any debris and all items are stored and secured for security purposes.
• Assist and cover co-workers lunch breaks and assist in staff coverage as needed.
• Treating co-workers with respect by working as a team, showing up to work on time, limiting absenteeism and working together for the betterment of all guests who rely on BDHH for shelter and life-saving resources.

Qualifications

• Must demonstrate competency in the completion of the above documented job responsibilities.
• Must be able to secure Background Clearance from a licensing agency.
• To be able to perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Knowledge, Skills, & Abilities

• An understanding and working knowledge of all the Microsoft Office Suite products and various web applications.
• Strong communication skills, with a proven ability to work effectively with a wide range of individuals.
• Ability to effectively prioritize and execute tasks in an efficient manner.
• Ability to work independently and in a team-oriented, collaborative environment.
• Ability to think strategically, multitask and conform to shifting priorities, demands, and time lines.
• Complete all other tasks as assigned.

Physical Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, While performing duties of this job, the employee is regularly required to stand and/or sit for the majority of the work day, regularly walking, bending, stooping, climbing stairs and lifting items weighing between ten (10) and twenty-five (25) pounds. The vision abilities required by this job include close vision, depth perception and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The employee will work with a large number of individuals, often requiring multitasking and working with deadlines and details to ensure all of the essential functions are performed in a timely and courteous manner.

Position reports to: Business and Operations Manager