The Hospitality Hub of Memphis Evening, Hub Hotel Guest Reception Associate Memphis, TN · Full time

Apply for Evening, Hub Hotel Guest Reception Associate

About the Role:

The Evening Hub Hotel Guest Reception Associate is a new role responsible for greeting and connecting with guests or partners as they arrive at the Hospitality Hub and the Hub Hotel Emergency Shelter outside of regular business hours. People come to the Hub potentially carrying decades of trauma. The role of the Hub Hotel Guest Reception Associate is to help ensure that the Hub is a welcoming, safe, and trauma-free environment around the clock.  

The Hub Hotel Guest Reception Associate will monitor building entrances and exits to confirm that all Hub Hotel guests and Hub visitors have their needs met. Hub Hotel Guest Reception Associates may need to problem-solve throughout a given shift and should be comfortable with independent decision-making during crises. This role will be an important source of support for other Hub staff working evenings and overnight. 

Team Culture and Expectations: The Hub is a human-first social agency. Our goal is to decrease suffering for the person in front of us while simultaneously building systemic solutions. While the primary responsibilities of the position are outlined below, we expect all staff to be flexible and available to respond to emergencies and fulfill programmatic responsibilities which may require working holidays, weekends, evenings, or nights. Everyone in the organization is expected to identify and solve problems. The Hub hires passionate, empathetic individuals.

Additionally, the Hospitality Hub serves people who have experienced discrimination, violence, and other traumatic events. Many Hub clients and guests are healing from trauma related to their marginalization. It is critically important that all members of the Hub team maintain a hospitable and welcoming environment by remaining calm and kind when clients are feeling frustrated.

Primary Location: The current position is located at 590 Washington, Memphis, TN 38105

Hours: 11:00 pm to 7:00 pm weekdays and weekends, with participation in warming and cooling center events

Benefits: A generous paid time off policy, paid parental leave, professional development, and medical insurance are offered to all regular full-time employees. Regular training is provided to all employees.

Pay: The salary for this position is dependent on the candidate's demonstrated experience, expertise, and skill. The salary range for this role starts at $15.00/hr. Hourly team members are compensated with pre-approved overtime pay for hours exceeding 40 hours a week. 

Reports to: Director of Shelter Operations

While the primary responsibilities of the position are outlined below, this list is not exhaustive. 

Responsibilities 

• Carries out day-to-day operations of the Guest Reception Lobby, including assisting with mail processes
• Greets Hub guests, partners, and staff as they enter and leave the lobby
• Contacts the Hub Hotel staff if a person arrives who needs shelter 
• Sets up a sleep space for guests who arrive after curfew
• Assists with folding and organizing Hub Hotel and Hub Studio linens
• Communicates with Hub staff as needed to share celebrations, concerns, next steps, etc. using the appropriate channels and tools.
• Ensures that shift checklists and data reports are completed promptly
• Directs guests and partners in the direction of available services and resources
• Maintains a clean and clutter-free environment in the building lobby
• Communicates with Residential Care Specialists to understand Hub Hotel availability and the needs of guests
• Helps ensure the safety of all guests
• Completes incident reports for any injuries experienced by guests
• Contacts emergency services when needed
• Immediately reports any security concerns to security personnel
• Notifies the Facilities Manager of any equipment or building issues
• Resolves conflicts during shifts using de-escalation and mediation skills
• Supports the mission of the Hub to help people move out of homelessness with creativity, commitment, and compassion

Requirements

• Able to effectively carry out job responsibilities without supervision
• Self-motivated and flexible 
• Experience working with people in crisis or people with little stability in their lives
• Passion for creating a positive, safe, and encouraging environment for others
• The ability to follow all organization COVID policies including wearing a mask
• Leadership, communication, and conflict-management skills
• Compassionate listener 
• Capable of motivating others
• Basic computer and typing skills 
• Capable and creative problem solver
• Experience using or willing to learn and use the following:
• HMIS database
• GSuite (Gmail, Google Docs and Sheets, and Google Calendar)
• Slack
• Builds trustful relationships with appropriate boundaries
• Maintains a high degree of confidentiality

Preferred

• Experience coordinating programs for vulnerable populations
• Experience working in an overnight reception role at a public-facing service provider like a hospital or care facility. 
• Experience with working with individuals living on the margins of society
• Experience working in incarceration or residential treatment settings.

Training provided by The Hospitality Hub

• CPR/First Aid Certificate 
• De-escalation and mediation training
• HMIS reporting and data collection 
• Diversity, Sensitivity, and Inclusion in the Workplace
• Harassment Prevention For Non-Supervisors
• Stewards of Children (Memphis Child Advocacy Center)
• Training on all services offered by the Hospitality Hub, the Homeless Continuum of Care, and active partners and referral agencies

Hiring Process: 

Unfortunately, we cannot confirm receipt of or respond to every single application. If your experience matches many but not all of the qualifications, we still encourage you to apply. 

The Hospitality Hub staff works with vulnerable populations. To maintain the safety of our clients and guests, all offers of employment at the Hub are contingent on a background check. Results of the background check may not necessarily disqualify candidates from being hired. 

The Hospitality Hub is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind: The Hub is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at The Hub are based on organizational needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, gender identity or expression, sexual orientation, mental or physical disability, ancestry, military discharge status, source of income, housing status, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. The Hub will not tolerate discrimination or harassment based on any of these characteristics. The Hub encourages women, people of color, LGBTQ+ people, and people of all ages to apply.