HOSPITALITY DESK MANAGER

$55,099 - $68,800/Yr

Denver Rescue Mission - Denver, CO

Full-time - Mid Level

Denver, CO

Administrative and Support Services

About the position

The Hospitality Desk Manager at Denver Rescue Mission is responsible for overseeing the daily operations of the Hospitality Desk and Work Readiness program. This role ensures adherence to organizational policies, manages team dynamics, and requires flexibility in scheduling to meet the needs of the services provided. The manager will handle programmatic move-ins, maintain data quality, oversee financial processes, and ensure compliance with HUD regulations, while also leading audits and ensuring facility safety.

Responsibilities

• Manage programmatic move-ins and ensure all documentation, compliance folders and room placements are properly managed.
• Maintain data quality in Scribe (system) including intake documentation, background checks and HMIS processes.
• Oversee the financial process: verify collection of fees, prepare weekly cash deposits, notify case management of overdue fees and handle fee refunds.
• Ensure that rooms are being assigned in compliance with HUD and coordinate room readiness with maintenance and custodial staff for quick turnaround.
• Lead audits in tandem with the Director for Programs onsite.
• Ensure overall facility safety and security as a Safety Coordinator and address maintenance issues promptly.
• Coordinate scheduling and training for New Life Program participants on Hospitality Desk duties to include phone etiquette soft skills and professional conduct.
• Ensure staff and participants complete the 'Humble, Hungry, Smart' reviews.
• Maintain knowledge of SCRIBE, HMIS database and facility policies and procedures.
• Lead the audit process pertaining to the Bridge program to include HUD, City and County of Denver.
• Create the 'Work Readiness' schedule each week to provide adequate coverage among necessary areas.
• Ensure coverage of the Admin & Education Hospitality Desk.
• Determine 'Work Readiness' placements and slots by location, shift and function, adjust for dynamics of seasonal needs.
• Oversee the scanning functionality in the program database (SCRIBE).
• Train and communicate regularly with 'Work Readiness' Supervisors in the importance of faith, life change, healthy community and other program principles being the prime focus with work completion being the end result of that emphasis.
• Communicate regularly with the New Life Program Care teams to discuss participant needs.
• Build relationships with Work Readiness Supervisors, Chaplains, Case Managers, Counselors and participants to promote a trusting work environment.
• Manage work readiness teams in SCRIBE to maintain data integrity.
• Act as an internal consultant to help staff resolve database issues and problems pertaining to work readiness.
• Implement and document processes that result in quality data in/data out of SCRIBE.
• Develop and track work readiness outcome measurements and performance metrics in coordination with operations staff.
• Participate in programmatic meetings to discuss the status of 'Work Readiness'.
• Actively visit 'Work Readiness' sites to engage with supervisors and participants.
• Conduct New Life Program Work Readiness Orientation for incoming participants.
• Consult with other programs, internally and externally on best practices and partnerships.

Requirements

• Bachelor's degree in business administration or comparable degree in Business, Education or related field.
• Strong organizational skills with the ability to prioritize, manage, develop and train staff.
• Self-starter attributes with the ability to receive feedback.
• Possess a HEART for ministry to low-income populations.
• Strong computer and technology skills.
• Proficiency in the MS Office Suite (Word, Outlook, Excel).
• Ability to maintain appropriate boundaries in a support services environment.
• Flexibility with shifts due to operational needs.
• Must be willing to work a 40-hour work week including Saturdays and evenings, as needed.

Nice-to-haves

• Experience in a non-profit or faith-based organization.
• Knowledge of HUD regulations and compliance processes.

Benefits

• Paid parental leave
• Health savings account
• AD&D insurance
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• Flexible spending account
• Tuition reimbursement
• Adoption assistance
• 401(k) 5% Match
• Vision insurance
• 401(k) matching
• Bereavement leave
• Life insurance