Guest Services Manager

Status: Full-time exempt (Mon-Thur 7:30am-4:30pm; Fri 7:30am-2:00pm

Reports to: Program Director

Location: Onsite

Join a team that consistently shows up with care and respect for each other! We pride ourselves on offering a sense of community that is felt by staff, volunteers, and guests.

Rose Haven has provided over 25 years of compassionate service as the only day shelter in Portland for women, children and gender expansive people. We are a femme-centered, gender-specific community that serves those most impacted by gender oppression. Our holistic approach includes meeting essential needs (food, clothing, showers, laundry, and safety) while bolstering long term empowerment (emotional support, wellness activities, and connection to resources and community). We offer low-barrier services in a trauma-informed space to guests who trust us and value their relationships with our community of staff, interns and volunteers.

The Guest Services Manager plays a vital role at Rose Haven, responsible for welcoming new and returning guests as well as overseeing intake, mail/delivery, phone, and shelter entry processes. The Guest Services Manager leads the Guest Services team, including the Intake Coordinator and Guest Services Program Associate, and provides direct care to Rose Haven guests.

Program Management:

• Oversee daily operations of the Guest Services reception area
• Provide supervision and onsite support to the Intake Coordinator and Guest Services Program Associate
• Manage the Guest Services systems and processes for intakes, mail/deliveries, phone system, and front line support
• Maintain accurate and timely data entry in guest management database
• Train and support volunteers in providing mail, phone, and other direct services to guests
• Daily oversight of security patrol
• Manage orders for office and printer supplies
• Maintain guest Community Meeting agenda
• Assist with receiving in-kind donation drop-offs
• Create monthly guest activity calendar
• Coordinate communications to guests when daily services are adjusted or closed
• Assist with guest communications and registration for annual activities and special events
• Maintain minutes for staff meetings
• Cross train in all program areas to provide backup support as needed

Direct Guest Care:

• Build and maintain rapport with guests
• Serve as first point of contact as guests enter the low-barrier day shelter, including checking guests in, retrieving guest mail, and managing guest messages
• Respond to phone and email inquiries about Rose Haven’s services
• Share knowledge of local resources to support in-person, phone and email inquiries
• Uphold boundaries and hold difficult conversations with guests regarding exclusions and re-entry
• Support essential needs for guests in small and team-oriented ways (i.e. provide food or supplies, connect to medical care, etc.) as needed
• Provide lead or backup support to guests experiencing acute crisis or escalated/unregulated states using a trauma informed and strengths-based approach
• Manage guest feedback, ensuring that concerns and suggestions are acknowledged, addressed, and appropriately followed up to enhance the guest experience

Other:

• Participate in staff meetings and trainings
• Support organizational special events, including guest events during service hours, approximately 3 evening events for supporters, and annual fundraiser on Mother’s Day
• Other duties as assigned as appropriate to this position

You’re best suited to be in this role if you have:

• 2+ years experience working with vulnerable, marginalized and/or unhoused populations (paid or unpaid)
• Experience managing and providing supervision to others (including giving feedback and conducting performance evaluations)
• Ability to be adaptable and thrive in a dynamic, fast-paced, flexible environment
• Capacity to handle multiple priorities simultaneously
• Ability to make equitable and consistent decisions about access to services
• Non-violent crisis intervention or de-escalation skills
• Ability to uphold a creative, team-centric and cooperative approach, and contribute a constructive, problem-solving orientation to all tasks
• Strong attention to detail and you manage your time well
• Understanding of the effects of trauma and how trauma can impact housing status and poverty
• Identities or lived experience that reflects the diversity of the people served by Rose Haven (i.e. experience related to mental health, recovery, domestic violence/sexual assault, LGBTQ2IA+, or housing insecurity)
• Fluency in a language particularly valued by Rose Haven (Spanish, Mandarin/Simplified Chinese, Russian)
• Ability to lift 30 pounds, stand and sit for long periods of time, walk throughout the building, and bend frequently

We expect all team members to…

• Support the mission, values and community agreements of Rose Haven
• Hold professional boundaries with kindness
• Hold agency policies with compassion
• Demonstrate cultural humility towards diversity of the human experience including race, religion, ethnicity, mental and physical abilities, sexual orientation, gender identity, age, education and cultural heritage
• Show strong interpersonal and decision-making skills
• Work effectively and compassionately in a team-based environment and support a collaborative service model
• Offer attention to detail and accuracy related to documentation, reporting, and record keeping
• Demonstrate initiative, dependability, flexibility and strong organizational skills
• Be a clear and effective communicator (verbally and in writing)
• Have functional knowledge of Microsoft Office and Google Workspace

Work Space Accessibility:

Rose Haven operates services on the main floor. Entrances vary from 0-3 stairs, with one staircase between the main floor and basement (where guest supplies are stored). Noise level in the building often fluctuates with direct service delivery. Lifting of 0-30 pounds and moving supplies or furniture may occasionally be requested. Parking pass provided.

Equal Opportunity Employer:

Rose Haven is an equal opportunity employer and is committed to assembling a diverse, broadly trained staff. Rose Haven believes that each individual is entitled to equal employment opportunity. Individuals who hold diverse and marginalized identities are strongly encouraged to apply.

Rose Haven offers 100% employer-covered medical, vision, alternative care, and dental benefits, as well as two “buy-up” medical plan options. After 90 days of employment, a 3% matching 401k option is available. Rose Haven recognizes 10 paid holidays and 1 floating holiday, and has a practice of closing for 2 one-week periods during the year for staff wellness (with pay). Vacation and sick time begin accruing immediately, and vacation accrual increases with longevity. A professional development stipend is offered.

Our organization operates with English fluency.