Hospitality Manager

Hiring Range: $57,000-$65,000, based on qualifications and experience.

BENEFITS AND PERKS:

• Comprehensive health plans include medical, dental and vision benefits.
• Generous vacation, sick time, and holiday pay, plus paid birthday off and ‘refreshment’ day.
• Tuition reimbursement and child adoption benefits.
• Employer paid term life insurance, long-term disability, AD&D.
• Health savings account with generous employer contribution.
• Flexible spending accounts.
• Paid parental and bereavement leave.
• 401(k) with up to 5% company match.
• Please access our highlights of the benefits package we offer here: Denver Rescue Mission Benefits Guide

POSITION SUMMARY

The Hospitality Desk Manager oversees the daily operations of the Hospitality Desk at The Crossing and the Admin &Education building. Responsibilities include ensuring adherence to Denver Rescue Mission (DRM) policies, government contract obligations and maintaining effective team management. The position requires flexibility in shifts to accommodate the varying needs of the services provided.

RESPONSIBILITIES

Operations and Administrative Duties

• Manages programmatic move-ins, ensuring all documentation, compliance folders, and room placements are properly handled.
• Maintains data quality in Scribe, including move-in documentation, and background checks, processes.
• Accountable for the correct financial processes: verifies collection of timely fees, prepares weekly cash deposits, notifies programmatic staff of overdue fees, vacate notices, and handles fee refunds.
• Works with the programs department to take and process scholarship requests for participants and oversees compliance with the extension process.
• Ensures compliance with Bridge Emergency Families Contract (NCS) and coordinates with clinicians as appropriate for move out dates or moving to the next phase.
• Acts as the primary contact for the accounting department to coordinate and ensure correct accounting practices and records.
• Ensures that rooms are being assigned in compliance with Department of Housing and Urban Development (HUD) and coordinates room readiness with maintenance and custodial staff for quick turnaround.
• Supports audits related to program compliance (e.g. HUD, City and County of Denver), ensuring adherence to regulatory requirements.
• Ensures overall facility safety and security as a member of the Safety Committee.
• Processes and approves all visitors at The Crossing and ensures safety policy is followed pertaining to visitors.
• Reviews program waitlist, providing a second pair of eyes to participant readiness and compliance with needed documentation and income guidelines.
• Coordinates scheduling and training for New Life Program participants on Hospitality Desk duties, phone etiquette, soft skills, and professional conduct.
• Ensures staff complete their quarterly reviews, then engages in a meaningful way to provide coaching and SMART goals for employee growth.
• Maintains knowledge of Scribe, HMIS Database, and facility policies and procedures.
• In coordination with the Director of Impact & Compliance manages departmental budget, resources, and performance metrics.
• Continuously works to develop high-functioning working relationships with all teams and departments at The Crossing with timely and professional communication.
• Responsible for coverage and scheduling of the Administration & Education Hospitality Desk.

Work Readiness

• Oversees time scanning functionality in the program database (Scribe).
• Communicates regularly with Director of Impact & Compliance, New Life Program Care Team to discuss participant needs.
• Builds relationships with Work Readiness Supervisors, Chaplains, Case Managers, Counselors and participants to promote a trusting work environment.
• Manages work readiness teams in Scribe to maintain data integrity.
• Implements and documents processes that result in quality data in/data out of Scribe.

Supervision of Staff

• Supervises Hospitality Desk Agents (HDAs), addressing concerns with the Director of Impact & Compliance.
• Schedules shifts to ensure adequate coverage and holds individual performance meetings.
• Conducts employee reviews and addresses performance issues according to the Progressive Disciplinary process.
• Approves timecards, paid time off (PTO), and manages instances of overtime, missed shifts, and early departures.
• Is available to cover shifts when HDA is absent.
• Other duties as assigned.