Lead Guest Service Assistant

Hours: 7am to 330pm 1^st shift 3:00pm to 1130pm (2^nd shift) 11:00pm to 730am (3^rd Shift) Sat & Sun Only 2:30pm to 12:30am (Weekend)

Hiring: 4 positions (3 FT & 1 PT)

Work Location: In person 736 West Main Street Lexington Ky 40508

FUNCTION:

The Lead Guest Services Assistant provides onsite supervision and operational leadership during their assigned shift to ensure that Guest Services operations run safely efficiently and in alignment with Salvation Army policies. This role supports both staff and residents by overseeing daily shelter workflow ensuring adherence to procedures maintaining accurate documentation promoting a secure environment and providing traumainformed guest interaction.

Shift Supervision & Leadership:

• Provide direct supervision guidance and support to Guest Services Assistants assigned to the shift.
• Serve as the acting leadership authority onsite; model professionalism calm decisionmaking and respectful engagement.
• Address staff issues in real time and escalate concerns to the Director as needed.
• Ensure adherence to shelter rules policies and safety protocols

Staff Scheduling & Coverage

• Assist with creating managing and adjusting staff schedules.
• Respond to call offs and emergencies; coordinate coverage to maintain required staffing.
• Communicate schedule changes or gaps to leadership promptly.
• Cover shifts when needed to ensure uninterrupted operations.

Guest Interaction & Support

• Greet all individuals entering the facility in a warm respectful and trauma informed manner.
• Conduct check ins building tours and assist guests in understanding policies and expectations.
• Support guests during meals ensure orderly dining room operations and communicate any necessary announcements.
• De-escalate conflicts respond to crisis situations and maintain resident safety.

Building & Grounds Monitoring

• Circulate throughout the building and grounds at least every 45 minutes to ensure safety and compliance.
• Keep hallways clear of loitering monitor visitor access and sign ins.
• Support the cleanliness of facility spaces as assigned.

Documentation Reporting & Compliance

• Read shift log before beginning duty; record all relevant events during shift.
• Maintain accurate guest headcounts (minimum three per shift).
• Third shift Lead: responsible for completing and submitting the official overnight census and medication log.
• Complete incident reports operational logs and shift handoff notes.
• Keep assigned statistics updated and accurate.

Communication & Coordination

• Serve as liaison between frontline staff and leadership.
• Communicate operational concerns incidents and facility needs promptly.
• Ensure consistent expectations are shared across shift.
• Assist with audits inspections and compliance checks.

General Administrative Support

• Have working knowledge of Employee and Resident Procedure Manuals.
• Provide additional operational support as required to ensure efficient functioning of Guest Services.
• Attend all required training sessions conferences and meetings.

• High school diploma or GED equivalent required.
• Minimum of 2 years experience working in a shelter.
• 1-year supervisory experience preferred.
• Exceptional written and verbal communication.
• Ability to maintain strict confidentiality.
• Must be sensitive to the issues of families children cultural diversity and homelessness- must be able to assist people and provide assistance in a calm courteous and polite manner.

Benefits:

• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

The Salvation Armys Mission Statement
The Salvation Army an international movement is an evangelical part of the universal Christian church.
Its message is based on the Bible. Its ministry is motivated by the love of God.
Its mission is to preach the gospel of Jesus Christ
and to meet human needs in His name without discrimination.