Guest Services I - 2nd Shift (Full-time)

Scheduled Shift: 2nd shift [2pm-10pm] (Requires Weekday and Weekend availability: 40 hours/week)

WHAT WE OFFER:

• 11 paid holidays + your birthday paid!
• 3 weeks of vacation!
• 4 weeks of vacation after 1 year
• Paid mental health days
• Paid sick time
• FREE disability insurance
• FREE life insurance
• Health, Dental & Vision Insurance
• We are an eligible employer for public student loan forgiveness
• Many advancement opportunities!
  
• And more!

Job Title: Guest Services I
Reports To: Director of Guest Services
FLSA Status: Non-exempt

Summary

Guest Services I team members provide core shelter service delivery by maintaining a safe, supportive, and responsive environment for guests. Responsibilities include adhering to shelter protocols, ensuring safety and security, documenting accurately, and delivering high standards of customer service and communication.

Responsible for: Self

Leadership Expectation: “Model”
To demonstrate exemplary behavior, performance, and work ethic that others can emulate. A “Model” sets the tone through consistent conduct and professionalism, particularly because Guest Services staff may often be the primary or only staff member interacting directly with guests. This does not imply supervisory responsibility.

Essential Duties and Responsibilities:

Customer Service & Guest Experience

• Model respectful, responsive, trauma-informed interactions with guests and visitors.
• Observe and accurately report guest activities, concerns, and instances of non-compliance.

Mission, Values & Conduct

• Model adherence to residence rules, agency policies, and mandated guidelines through consistent personal compliance.
• Model values-aligned conduct by responding promptly to guest and staff needs and completing admissions and intake procedures accurately and on time.

Safety & Emergency Response

• Conduct required safety and security checks consistently and according to protocol.
• Respond swiftly and calmly during emergency situations, following procedures and leading evacuations when required.

Administrative

• Participate actively in required meetings and trainings.
• Complete administrative tasks and documentation thoroughly, accurately, and within required timeframes.

Areas of Responsibility

• Conduct dorm sweeps, document findings, and complete required follow-up actions promptly.
• Maintain cleanliness and organization of shared spaces (dining room, kitchen, office) according to agency standards.

Specialized Services Support

• Elder Justice: Provide trauma-informed support to elderly clients with complex emotional or physical needs, maintaining respectful and consistent engagement.

Other duties as assigned.

Qualifications:

Minimum Qualifications (Required)

• High school diploma or GED.
• 1 year experience working with individuals experiencing homelessness.
• Ability to pass required background check and drug screen.
• Ability to perform essential job functions with or without reasonable accommodation.

Preferred Qualifications

• Experience working in a human services environment.
• Experience working with adults with severe and persistent mental illness or substance use disorders.
• Experience supporting individuals in crisis and using de-escalation techniques.

Skills & Abilities (Required)

Guest Services I staff must demonstrate the following functional abilities to perform the essential duties of the role:

Communication & Interpersonal Skills

• Ability to communicate clearly—verbally and in writing—with guests, staff, and external partners.
• Ability to maintain respectful, compassionate, and professional interactions, even in stressful situations.

Safety, Crisis Response & Protocol Adherence

• Ability to remain calm, focused, and grounded in fast-paced, unpredictable, or crisis situations.
• Ability to follow established safety protocols, documentation requirements, de-escalation practices, and emergency procedures.

Time Management & Organization

• Ability to manage multiple tasks and competing priorities effectively.
• Ability to maintain organization in a dynamic environment while completing tasks within expected timeframes.

Technology & Documentation

• Basic proficiency with Microsoft Office and ability to learn shelter-specific systems.
• Ability to complete accurate, timely, and thorough documentation to support safety and continuity of care.

Professionalism & Emotional Regulation

• Ability to maintain appropriate boundaries, emotional regulation, and professional conduct at all times.
• Ability to demonstrate dependability through consistent attendance, punctuality, and reliable follow-through.

Core Competencies (Behavior Expectations)

Guest Services I staff are expected to model the following behavioral competencies, which influence the quality of guest interactions and overall shelter environment:

• Respect: Models dignity, compassion, and professionalism in all interactions.
• Communication: Models clear, calm, and timely communication during routine and high-stress situations.
• Documentation: Models accurate, thorough, and timely documentation practices that support safety and continuity of care.
• Emotional Intelligence: Models self-awareness, emotional regulation, and steady presence during challenging interactions.
• Crisis Response: Models calm, immediate, protocol-aligned responses to crises, prioritizing guest and staff safety.
• Dependability: Models reliable attendance, punctuality, and consistent follow-through on assignments.
• Professional Conduct: Models appropriate boundaries, appearance, and conduct aligned with agency expectations.

Work Environment

This job description outlines the general nature and essential functions of the role and is not an exhaustive list of all responsibilities. Work is performed in a homeless shelter environment, which can be fast-paced and unpredictable. Staff may encounter:

• Individuals experiencing medical, behavioral, substance-use–related, or mental health crises
• Exposure to bodily fluids, infectious diseases, and other biohazards consistent with congregate care settings
• The presence of pests (such as bed bugs, lice, or rodents) due to the nature of emergency and transitional housing
• Fluctuating noise or activity levels and occasional disruptive behaviors
• Indoor and outdoor environments, including varying temperatures during support tasks

Essential functions may require standing or walking for extended periods; moving throughout multiple buildings; assisting with client needs; and lifting, pushing, or pulling up to 25 pounds. Additional safety procedures and personal protective equipment (PPE) may be required based on situational risk.

The physical and environmental demands described are representative of those necessary to perform the essential functions of the position. In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations will be considered for qualified individuals with disabilities, provided such accommodations do not remove essential job duties or impose an undue hardship on the organization.

Number of Positions Open: 2