Guest Services Associate- Horizon House

This is a full-time position starting at $22/hr. with a schedule of 7 AM to 3:30 PM Monday through Friday.

Please note that this is a grant-funded, at-will position. While this role is intended to be ongoing, its continuation is subject to the periodic renewal of grant resources.

• Greet, check in, and engage neighbors as they enter the facility, ensuring accurate check-in and documentation in Client Track and compliance with visitor sign-in procedures.
• Establish professional rapport with neighbors to foster trust, engagement, and a hospitable dayroom environment.
• Identify and respond to notifications in case management system(s) and elevate concerns to the Guest Services leadership as appropriate.
• Recognize and respond to neighbor crises, supporting de-escalation efforts and assisting with coordination of law enforcement or emergency medical services when necessary.
• Coach neighbors on Horizon House rules and expectations, document incidents accurately, and support enforcement decisions in collaboration with supervisory staff.
• Monitor dayroom activity and atmosphere, proactively addressing conflicts, disturbances, or behavioral concerns to support safe and respectful shared spaces.
• Inform neighbors of service changes, schedules, procedures, and expectations through direct communication, announcements, and information monitors.
• Provide basic services including hygiene supplies, showers, laundry, storage coordination, mail distribution, phone support, and appointment scheduling assistance.
• Accurately enter all basic services and encounters into case management system to support reporting and program outcomes.
• Coordinate and manage showers and laundry services, including distribution and collection of towels and assistance with equipment as needed.
• Sort, distribute, and manage neighbor mail in accordance with confidentiality and identity verification procedures.
• Prepare, stock, and maintain the kitchen and dayroom areas in accordance with health, safety, and agency procedures; report supply or inventory needs as required.
• Answer incoming phone calls, route messages appropriately, and support front-desk operations.
• Participate in opening and closing procedures, including facility preparation, security, announcements, cleaning, stocking, and securing confidential materials.
• Maintain guest confidentiality and appropriate professional boundaries in accordance with agency policies and procedures.
• Direct media representatives, visitors, and external inquiries to appropriate leadership staff.
• Coordinate with the Guest Services Supervisor regarding storage, donations, hospitality services, and volunteer engagement.
• Accept, record, store, and distribute donations according to established protocols and safety requirements.
• Monitor all dayroom and neighbor-accessible areas for safety concerns or equipment issues and report promptly to operations staff.
• Attend and participate in required agency meetings, trainings, and community-based learning opportunities.
• Assist with orientation and training of volunteers and interns to ensure consistent and high-quality dayroom services.

• Degree and Credential Requirements - NONE! We value candidates who can demonstrate capability and articulate how prior experiences will help them contribute. We believe in continuous learning and professional development.
• Industry Expertise - Prior experience in human services, customer service, or community-based support roles preferred. Willingness and ability to learn and apply de-escalation techniques in a dynamic environment.
• Guest Engagement & Customer Service - Ability to engage individuals experiencing homelessness with empathy, professionalism, and respect.
• Information Monitoring/Reporting - Collects, analyzes, and applies program data to inform strategies and improve services. Ability to maintain timely, accurate electronic documentation.
• Communication Skills - Articulates thoughts and expresses ideas effectively using oral, written, visual, and non-verbal communication skills, as well as listening skills to comprehend customers' needs. Delivers information in person, in writing, and in a digital world.
• Organizational Aptitude - Plans and attends to details and pursues quality in accomplishing multiple tasks in an organized and timely fashion. Exhibits careful attention to detail and follow-through.
• Technical Knowledge - Proficiency with email, Microsoft Office, web-based systems, and willingness to learn agency databases.