About the job
Position Title: Guest Services and Safety Associate
Reports To: Director of Recuperative Care/Operations Manager
Location: Glendale, California
Classification: Non-Exempt, Full-Time
Hourly Rate: $ Hourly Rate
Pertinent Information:
- Work Shift: 9:00 PM - 5:00 AM
- This position is to be filled as soon as possible
Role Overview
The Guest Services and Safety Associate (GSSA) serves a crucial role in elevating the overall guest experience while ensuring a secure environment for all residents, guests, and staff. This position is aligned with the responsibilities of the Guest Services Associate Lead, emphasizing safety, security, and emergency response duties. The GSSA will act as a front-line leader for the Guest Services team and will be a key liaison across departments to promote the smooth operation of daily activities.
Key Responsibilities
Enhancing Guest Experience & Team Leadership
- Collaborate with the Operations Manager to schedule Guest Services Associates, ensuring sufficient coverage for shifts.
- Promote a culture of hospitality through proactive engagement and support of guests.
- Oversee the planning and execution of guest activities, ensuring team involvement in enhancing guest experiences.
- Delegate responsibilities to the Guest Services team members in line with departmental objectives and shift requirements; manage shift assignment sheets in partnership with the Operations Manager.
- Conduct shift meetings to communicate daily goals, staff requirements, and critical guest information.
- Provide coaching, constructive feedback, and support to the Guest Services team; participate in onboarding and training new employees.
- Ensure accurate and timely completion of daily logs, shift notes, and incident reports.
Safety & Security Responsibilities
- Act as the initial response contact for any safety or security incidents within the facility.
- Conduct routine checks and patrols of the facility to identify and mitigate safety hazards or suspicious activities, reporting findings to the Operations Manager and Director.
- Lead emergency evacuations and drills, including fire, severe weather, and lockdown procedures.
- Monitor access to restricted areas for guests and staff, enforcing visitor protocols.
- Support the implementation of policies regarding behavior management and conflict de-escalation using trauma-informed and safety-conscious methods.
- Work collaboratively with internal teams (Social Services, Nursing, etc.) to ensure a secure environment that accommodates the diverse needs of guests.
