Guest Relations Assistant

THE SALVATION ARMY

NORTH & CENTRAL ILLINOIS DIVISION

Ray & Joan Kroc Corps Community Center

JOB DESCRIPTION

JOB TITLE: Guest Relations Assistant - Part Time

LOCATION/DEPT: Kroc Center

REPORTS to (TITLE): Welcome Desk Manager

PAY GRADE: 202

PAY RATE $17.00-$20.40

WHO WE ARE

At The Salvation Army, we are dedicated to "Doing the Most Good". We are made up of thousands of officers, soldiers, staff, volunteers, donors, and partners working together to holistically meet the physical, emotional, and spiritual needs of our most vulnerable neighbors. We do this through programs designed to combat homelessness and hunger, provide safe spaces for kids after school and on the weekends, achieve and maintain sobriety, and give hope to the hopeless. The Salvation Army North and Central Illinois Division provides these services to people in need.

MISSION

The Salvation Army Ray and Joan Kroc Corps Community Center of Chicago exists to express the mission and ministry of The Salvation Army through a safe, enriching and sacred environment where all individuals have access to opportunities to reach their physical, intellectual, social and spiritual potential. The Vision of the Chicago Kroc Center is to touch individuals, families and seniors of the Southside with: Building Community, Motivating Wellness, Encouraging Excellence, Teaching Character, and Inspiring Faith.

JOB SUMMARY

The Guest Relations Assistant serves as the first point of contact for members, guests, and visitors at the Kroc Center. This role combines phone reception with brand representation, ensuring that every interaction reflects the Kroc Center's mission of hospitality,

community, and service. The Guest Relations Assistant will provide exceptional customer care, share accurate program and facility information, and create a welcoming environment that encourages membership growth and retention.

ESSENTIAL DUTIES and RESPONSIBILITIES:

1. Answer incoming phone calls promptly, providing accurate information or directing to the appropriate department.
2. Perform computer data entry and assist with maintaining accurate member records.
3. Proactively follow up with clients regarding expiring memberships and renewal opportunities.
4. Assist prospective members with information on programs and memberships.
5. Assist with filing, organizing client records, and maintaining updated databases.
6. Represent the Kroc Center brand by modeling hospitality, professionalism, and mission-driven values.
7. Follow and ensure adherence to The Salvation Army Policies and Procedures.
8. Maintain the Code of Ethics policy established for the Kroc Center.
9. Assist and direct Guests in moving about the facility to avoid crowded conditions and maximize service efficiency.
10. Refer guests with spiritual needs or questions to appropriate officer/pastor.
11. OTHER DUTIES This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES

• Education: High School Diploma required.
• Experience: One year of Customer Service experience

Licenses/Certifications:

Required Licenses:

• Must be Safe from Harm certified and Mandated Reported certified within 30 days of HIRE.

Skills/Abilities:

• A professional style that is responsive to guest's expectations/needs/concerns.
• A service orientation and excellent guest relations; anticipating and responding to the needs of clients, employees and management.
• Must be attentive to and work appropriately with culturally and socio-economically diverse client population.
• The ability to deal with challenging customer situations.
• An ability to multi-task and remain calm under pressure.
• An understanding of customer service, the principals of guest relations and security protocols.
• Part time schedule with evenings and weekends required.

JOB LIMITATIONS

• This individual will only commit Army resources that have been allocated or approved.
• This individual will adhere to all policies and procedures in carrying out the responsibilities of this position.

PHYSICAL DEMANDS/WORK ENVIRONMENT

This position is required to do moderate physical work. To successfully perform the essential functions of this position, the employee is regularly required to use standard office equipment and a PC. At times they will be expected to participate in community center activities. The work environment for this position includes a community center environment with a medium to high noise level. This employee may be required to drive on occasion. Must be able to lift and carry 50 lbs.

COMPETENCIES

1. Maintain a positive work atmosphere by behaving and communicating in a manner that fosters and maintains positive relationships with co-workers and supervisors.
2. Resolve conflicts in a positive manner.
3. Treat staff, clients, and visitors with courtesy.
4. Respect others' property and person.
5. Use professional and appropriate communication to and about co-workers, supervisors and subordinates.
6. Support the Mission of The Salvation Army by treating every donor, contact and colleague with respect and dignity, and without discrimination of any kind.

PERFORMANCE MEASURES

This individual will be evaluated on how effectively the outcomes of this position are achieved as well as the timeliness, accuracy, and completeness of accomplishing assigned goals.