Direct contact with Guests when Volunteering…
SERVING GUESTS (morning / dinner) - additional guidelines:
We employ a number of Volunteers whose role involves direct contact with guests. There are additional guidelines for this role.
Warmth and friendliness is foundational. As we are able, use people’s names and be flexible in seeking to meet people’s expressed needs. (However ‘no’ can be the answer!)
Dealing with rudeness or observing conflict
Although infrequent, there is always a potential for angry outbursts that include swearing and cursing. Perhaps an exchange between guests that you as a volunteer notice or are alerted to. It may be an angry accusation directed at a server (volunteer).
The Volunteers are to immediately stop what they are doing and alert the Director / Chaplain (Peter, Cory, Gord or Brad)
They are trained and have experience dealing with conflict. They also have the necessary authority to instruct people to cease their behaviour or leave the premises.
We do not serve 'seconds' at supper. We cease serving meals at 7:40 pm prompt. This allows for Volunteers to clean up and leave on time (exceptions can me made at the discretion of the Room Supervisor).