Guest Services Associate Lead (Overnight), Glendale, Ca

POSITION TITLE:        Guest Service Associate Lead

REPORTS TO:            Program Coordinator

LOCATION:              Glendale, Ca

CLASSIFICATION:       Non-Exempt, Full-Time

SALARY:                  $19.00 - $22.00 Hourly Rate

PERTINENT INFORMATION:

• Work Shift: Tuesday - Saturday, 11:00PM-7:30AM
• This position to be filled as soon as possible

Guest Services Associate Lead

The Guest Services Associate Lead (GSAL) will provide support and leadership while overseeing the day-to-day functions of the Guest Service Associate team members on their assigned shift at our Recuperative Care 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 Lead Guest Service Associate will:

• Collaborate with Operations Manager to schedule staff to ensure shifts have sufficient coverage.
• Must be dedicated to enhancing the overall guest experience.  Develop and oversee activities for our guests. Ensure that GSAs are proactive in this area.
• Delegate tasks to GSA team members in alignment with departmental goals. Complete shift assignment sheets in collaboration with Operations Manager. 
• Conduct shift meetings in the absence of the Operations Manager to debrief or discuss ongoing staff support.
• Attending regularly scheduled team meetings and training. Complete daily shift handoff meetings, participate by communicating critical guest needs in collaboration with interdisciplinary teams.
• Collaborate with Social Services and nursing department to ensure information is accurately received and executed by GSA while on shift.
• Provide quality assurance, coaching and support to GSA team; collaborate with the Operations Manager to plan, monitor, and appraise job tasks and responsibilities.
• Implement systems, policies and procedures as directed by the Operations Manager delegating new assignments to team members, as needed.
• Review daily logs and shift notes for accuracy and completion. Complete inspections of all assigned duties for accuracy, completion, and address according and report to Operations Manager as directed.
• Ensure all incident reports and/reporting and supportive documentation are completed accurately for Operations Manager review.
• 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. Lead by example.
• Perform all general Guest Service Associate responsibilities to assist team.
• Demonstrate the ability to handle moderate shift related matters and provide solutions in tandem with Operations Manager’s instructions and guidelines.
• Ensure all Emergency Action Plan (EAP) drills and documentation are completed and presented to the Operations Manager for review.
• Flexibility to adapt to schedule changes and or work additional shifts to meet the needs of the facility, notwithstanding labor laws.
• Must work as an extension of Operations Manager in their absence.
• Complete additional assignments, responsibilities, and tasks as needed to meet the needs of the facility.
• Always follow NHF policies and procedures.

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 welcoming attitude.
• Ability to communicate effectively with all levels of staff, guests, and visitors.
• Intermediate computer proficiency in Microsoft Office Suite that includes Outlook, Word, Excel required.
• Current CPR and First Aid Certification (Preferred but not required).
• Bi-lingual in Spanish Preferred.

Physical Requirements

The duties as described will require frequent standing and walking.  The employee will frequently bend/stop, 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

PROGRAMS

National Health Foundation is addressing the social determinants of health using several research-proven strategies. We are targeting Food Access, with an emphasis on increasing the availability of health and fresh foods in under-resourced communities, Housing, with a focus on providing shelter and care for individuals who have been released from the hospital, the Built Environment, prioritizing the removal of the barriers to health in the Historic South Los Angeles community, and Education, with a focus on risk prevention and support for pregnant and parenting teens to complete their education. For further details on the programs, please visit our site at: http://nationalhealthfoundation.org.