Guest Services Associate Lead; Overnight), Glendale, Ca

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REPORTS TO:
Program Coordinator

LOCATION:
Glendale, Ca

CLASSIFICATION:
Non-Exempt, Full-Time

SALARY: $19.00 - $22.00 Hourly Rate

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

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 .

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.
• Attend 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 Managers 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

• 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

The duties as described will require frequent standing and walking. The employee will frequently