Guest Services Manager

Mission of Austin Street Center: Founded in 1983, Austin Street Center provides emergency shelter and meets the basic needs of the most vulnerable people experiencing homelessness in Dallas.

Core Values: Kindness, Trustworthiness, Empowerment, Determination

Position Purpose

The Guest Services Desk is the beating heart at the center of our emergency shelter, with 24/7 staff providing basic needs assistance to over 450 people experiencing homelessness every day.  This position manages team members across multiple shifts to deliver basic needs assistance with trauma-informed kindness and consistent efficiency.  This leader will manage up to four team members as well as provide direct services themselves.

We are looking for a determined, process-oriented people person with a passion for customer service.  Are you kind, trustworthy, and dedicated person who wants to make a difference with some of our most vulnerable neighbors?  This position may be for you!

Primary Responsibilities

• Supervision: manage training, performance, and satisfaction of four team members from various disciplines
• Process management: ensure processes are followed by all team members
• Resolve grievances: address and resolve client feedback to consistently improve service delivery in the shelter

Required Skills, Knowledge, and Abilities

• High School Degree or GED
• At least three years of previous experience with customer service and/or personnel management
• Ability to communicate effectively, both orally and in written communication
• Demonstrates experience with and sensitivity to varying cultural, ethnic, and social backgrounds, values, and attitudes
• Basic familiarity with digital communication, including cloud-based software, e-mail, and Microsoft Office applications
• Must be able to lift 25 pounds on a regular basis
• Able to work in a noisy environment with a large group of people

Additional Experience a Plus:

• Lived experience in homelessness, recovery, or deep poverty valued
• Previous experience with customer service and/or personnel management preferred
• Previous supervisory experience
• Bilingual in Spanish
• Training in Housing First, Motivational Interviewing, the Transtheoretical Model of Change, Harm Reduction, and/or Trauma-Informed Care
• U.S. Military service

Qualified individuals, please apply here or submit resume to resume@austinstreet.org.

Strong applications will include a cover letter which details how the applicant demonstrates the character qualities required for excellent performance in this position.