Guest Service Associate (Lead) - Los Angeles, Pico Union

POSITION TITLE: Guest Services Associate (Lead)

REPORTS TO: Operations Manager

LOCATION: Pico-Union, Los Angeles, ca

CLASSIFICATION: Non-Exempt

PERTINENT INFORMATION:

• Work Shift:Monday- Friday, 11PM - 7:30AM

Lead Guest Service Associate

The Guest Service Associate Shift Lead will provide support and leadership while overseeing the day-to-day functions of the Guest Service team members on their assigned shift (Overnight) at our Los Angeles, Pico Union Facility. They will be responsible for providing a hospitable and safe environment in which guests experience dignity and respect.

Responsibilities and Initiatives

To help NHF meet its growth goals, the Guest Service Associate- Shift Lead will:

• Delegate tasks to GSA team members in alignment with departmental goals.
• Collaborate with Operations Manager to schedule staff to ensure shifts have sufficient coverage.
• Complete shift assignment sheets and shift meetings to debrief or discuss ongoing staff supports.

• Attend regularly scheduled team meetings: NHF ALL Staff (monthly), Operations Meetings (monthly), and GSA Lead (Bi-weekly).
• Provide quality assurance, coaching and support; collaborate with the operations Manager to plan, monitor, and appraise job results.
• Implement systems, policies and procedures as directed by the Operations Manager, delegating new assignments to team members, as needed.
• Coordinate daily shift handoff meetings, participate by communicating critical guest needs in collaboration with interdisciplinary teams.
• Review daily logs and shift notes for accuracy and completion.
• Ensure the safety and security of the facility; conduct safety drills as scheduled by Operations Manager; assist and respond quickly to potential safety threats, taking the lead role in emergency evacuations.
• Assist with GSA onboarding and provide ongoing training, as needed.
• Perform all general Guest Service Associate responsibilities.
• Collaborate with Social Services and nursing department to ensure information are accurately received and executed by GSA while on shift.
• Demonstrate the ability to handle moderate shift related matters and provide solutions in tandem with Operation Manager’s instructions and guidelines.
• Ensure all Emergency Action Plan (EAP) drills and documentation are completed and presented to Operations Manager for review.
• Ensure all incident reports and/reporting and documentation are completed accurately for Operations Manager to review.
• Flexibility to be on-call to cover shift vacancies to ensure facility meet adequate staffing coverage during work week, if applicable.
• Complete additional assignments to meet the needs of the facility, notwithstanding, primary responsibilities.

Requirements

• Minimum 2 years caregiver experience in a Healthcare or Recuperative Care environment
• (preferred).
• No write-ups or performance improvement plan within the last 6 months (internal hires)
• Excellent communication skills both oral and written; time management and strong organizational skills.
• Flexible schedule, with the availability of coming in to fill in vacant shifts due to call offs.
• Positive and professional attitude.
• Ability to communicate effectively with all levels of staff, guests, and visitors.
• Computer proficiency in Microsoft Office Suite
• Current CPR and First Aid Certification (Preferred but not required) Valid CA driver’s license.

Physical Requirements

The duties as described will required frequent standing and walking. The employee will frequently bend/stoop, squat, reach above the shoulders, twist, and turn, kneel, and push/pull. The employee will frequently be required to lift/pull/push/move up to 50 pounds. Must utilize conversational speech for effective verbal communication. Noise level is high in some client care areas.

Benefits

What's in it for you?

Be on a team that is full of collaborative, passionate, fun and energetic individuals that are focused on serving the needs of the community. We are proud to offer a comprehensive benefits package including paid time off, 100 % covered medical, dental, vision, life insurance, short-term and long-term disability insurance for the employee; 401(k) plan with up to 5% matching contribution.

Other work perks include a monthly engagement activity with everyone. You can take part in Justice, Equity, Diversity and Inclusion (JEDI) events, having access to our JEDI library, and other resources to learn more about JEDI. Team engagement that includes staff awards and enjoy direct access to everyone to share ideas and initiatives to continue to improve the employee experience. Feeling hungry during work hours? We got you covered with our snack havens located at all of our facilities!

ealthfoundation.org