Employee Services Lead - Guest Services

Job Title: Employee Services Lead

FLSA Status: Non-Exempt

Job Family: Employee Services

Department: Employee Services

Location: Corporate Office (Fort Wayne, IN)

JOB SUMMARY
Responsible for auditing, training, providing technical support and leadership of assigned functional area(s), to promote high compliance standards of service, safety, vendor relationships and professionalism to provide a positive employee, guest and visitor experience across multiple areas that support the mission of the organization.

POSITION ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Coordinate within assigned functional area including developing training best practices, task direction and assist with area coverage scheduling.
• Provide account vendor management by analyzing vendor performance and develop ongoing or new relationships with third party vendors, internal department, outside vendors to ensure smooth operations of ordering, purchasing, assigned projects and initiatives.
• Set the standard for high compliance and documentation across multiple areas to ensure adherence to corporate policies/practices, safety, HAACP and BOH standards; communicate information to manager promptly to allow for a response as needed.
• Facilitate the communication and execution of corporate events, services, and initiatives as assigned, such as corporate-hosted community events, employee events, meal/beverage service with the employee services team.
• Assist in administrating corporate visitor protocols and security activities including the monitoring of cameras, incident documentation, identifying and alerting on concerning behavior both internally and throughout the property.
• Advise management and other stakeholders as the subject matter expert of assigned areas, developing best practices, and evaluating existing and future procedures/protocols.
• Coordinate and develop Employee Services equipment and software systems including point-of-sale system(s), digital signage, visitor management system(s), safety systems, physical equipment, and vehicles.
• Respond to or direct appropriate guest, vendor, customer, and employee inquiries/questions as required.
• Research and develop new techniques and suggest enhancements to programs and processes within assigned function areas.
• Provide secondary support for other on-premises employee service department functions.
• Complete other projects as assigned.

POSITION OPERATION DESCRIPTION (POD) RESPONSIBILITIES (supplemental to the Position Description)

• Coordinate functions within Front Desk/Guest Services Operations developing best practices, task direction, and area scheduling.
• Administrate corporate visitor protocols including the visitor management system, intercoms, and security activities including the monitoring of cameras, incident documentation, identifying and alerting on concerning behavior both internally and throughout the property.
• Advise the Security Committee and Safe Team as a subject matter expert on areas of workplace safety, training best practices, and evaluate existing and future guest management protocols.
• Develop and assist in training facilitation and execution in conjunction with other departments.
• Act as a part of the Command Center for tornado or fire drills, bomb threats, acts of violence, and/or any other emergency situations.
• Maintain records and monitors the Watch list of those individuals who may pose a threat or danger to Brotherhood Mutual and execute the proper security protocols when required.
• Coordinate company public address announcements and digital signage.
• Provide front desk to Ensure the company’s branding and professional standards are exhibited by greeting and obtaining necessary sign-in information for non-badged employees and visitors requesting entrance to the buildings.
• Assist with company-wide public announcements (intercoms, digital signage, and emergency notifications).
• Provide administrative support to various departments in facilitating their receiving and delivery by following corporate policies, HACCP standards, and adherence to appropriate Board of Health standards across multiple areas.
• Perform regular audits and review of equipment and resources for functionality, repair, and safety; reporting any potential concerns or equipment failures immediately to the respective owners.
• Coordinate with Tech Support or B&G on any shared equipment or functions necessary in the execution of employee services functions.
• Assist in documenting training, facilitation, and execution in conjunction with human resources, buildings and grounds, and other departmental partners.
• Train and/or be licensed in operating equipment such as lifts and corporately provided transit (golf carts, corporate vehicles, etc.) Note: In order to operate corporate provided transit, you may be asked to provide proof of proper licensing or credentials and eligibility to operate at the time, prior to operation.
• Provide back-up for HR or Employee Services functions as requested.
• Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES
The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Display effective communication skills with employees and visitors.
• Be prepared to participate in and communicate with Buildings and Grounds and safe team processes regarding emergency response situations.
• Display well-developed interpersonal skills to work effectively in a team environment with minimal supervision.
• Must maintain absolute confidentiality.
• Must have excellent PC and MAC computer skills, including working knowledge of Microsoft Office Suite (SharePoint, Excel, Word, Outlook, calendars, etc.).
• Strong project management skills
• Exhibit technical expertise in point-of-sale systems and menu management and demonstrated equipment knowledge.
• Must be in healthy physical condition, able to stand for extended periods of time, and lift up to 40 pounds.
• Must be willing to work a modified schedule outside of normal office hours, including some early mornings and as requested some evenings and weekends.
• Effectively interface with external contacts, Brotherhood employees, managers, and department staff members.
• Ensure and maintain the highest level of health and not possess any communicable disease (see Section 8. Sanitation of Public Eating and Drinking Establishments Rule 410 1AC7-24.1 Indiana State Board of Health)
• Train and/or be licensed in operating equipment such as lifts and corporately provided transit (golf carts, corporate vehicles, etc.). Note: To operate corporate provided transit, you are required to provide proof of proper licensing or credentials prior to operation.

EDUCATION AND/OR EXPERIENCE

• An associate degree in hospitality or related field is required
• Three years of experience in a corporate, food service, or hospitality environment is required.
• Valid driver's license is required to be able to drive company vehicles to go shopping for supplies and products as needed.
• One to two years of administrative or front desk management experience is desired.
• Supervision experience is desired
• Familiarity with de-escalation training, conflict management, and dealing with difficult people is desired.

Terms and Conditions
This description is intended to describe the general content of and requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Because the company’s niche is the church and related ministries market, and because effective service requires a thorough understanding of this market, persons in this position must be familiar with church operations and must conduct themselves in a manner that will neither alienate nor offend persons within this target niche.

Brotherhood Mutual Insurance Company reserves the right to modify, interpret, or apply this position description in any way the company desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This position description is not an employment contract, implied or otherwise. The employment relationship remains “at-will”.