Hospitality and Resolution Specialist

Job Title: Hospitality and Resolution Specialist

Position Type: Part-Time

Reports to: Guest Relations Manager

ABOUT BROAD STREET MINISTRY:

Broad Street Love is an organization that helps Philadelphians living in deep poverty stabilize their lives through a unique offering of meals and social services that is welcoming to everyone. Our long term vision is not only to meaningfully reduce the trauma and suffering caused by scarcity for Philadelphia's most vulnerable populations, but, along with best-of-class social services and government partners, to break the cycle of poverty, homelessness and hunger in Philadelphia.

POSITION SUMMARY:

The Hospitality and Resolution Specialist (H&R Specialist) will provide a warm and hospitable welcome to all staff, volunteers and stakeholders. The primary role of the H&R Specialist is to manage the front desk and provide resource information. As a first-responder, and with a trauma-informed lens, this role will work closely with our Guest Relations Specialists to de-escalate and maintain a safe and welcoming environment. This role will help guests navigate the various BSL programs and services including the Concierge Services.

DUTIES AND RESPONSIBILITIES:

Serve as the primary point of contact at the front desk. Maintain a warm and welcoming environment to all who enter.

Provide relevant and useful information to guests, volunteers, visitors and others as it relates to BSL programs or other community-based resources.

Manage coordination of the Concierge Intake process and support team working with guests, as needed

Utilize a client database to enter guest information and assign cases to the appropriate Concierge.

Maintain lists for phone calls and distribute hygiene kits, as needed

Based on de-escalation tactics and techniques, this role with need to troubleshoot and resolve issues as they arise

Develop, design and distribute electronic and paper flyers, lists, announcements, etc. to inform staff, volunteers and guests about weekly updates.

Working with staff to assist guests who are in acute crisis to manage and connect them to appropriate supports within or outside the building.

Maintains high standards of professionalism which includes attendance demeanor and rapport with guests, congregants, partners, donors and volunteers

QUALIFICATIONS:

Detailed-oriented, willing to work in person with the general public with proper protective equipment, punctual, organized, reliable, and able to remain calm in high-stress situations, able to communicate clearly and effectively. Able to work respectfully with populations experiencing deep poverty, homelessness, trauma and or returning from institutionalization. Demonstrates ability to problem solve, is a self-starter, strategic thinker, collaborative team member and excellent communicator. Demonstrates appreciation for radical hospitality, and customer service. Is affirming toward guest identity, specifically of those who identify as being part of the LGBTQIA+ community. Demonstrates ability to contribute positively to de-escalation practices. Strong leadership. Ability to see the larger picture in terms of operational function and flow of space and needs at the time.

WORK SCHEDULE:

This is a non- exempt position located at 315. S. Broad Street in Philadelphia. Normal working hours are between 10:30am and 3:30pm, Monday through Friday. Flexibility to work evenings and weekends, and holidays as needed to support the events and special projects is required.

OTHER:

Broad Street Love does not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, criminal record, or any other status protected under federal, state, or local law. Broad Street Love believes that diversity and inclusion among our staff is critical to our success as a community services organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Hours: Part time 25 hours/ week

Compensation: $18/hour