Guest Services - 2nd Shift

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

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.

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

• 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.

• 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.

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

• 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.

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

Other duties as assigned.

• 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.

• 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.

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

• 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.

• 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.

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

• Basic proficiency with Microsoft Office and ability to learn shelter-specific systems.
• Ability to complete accurate, timely, and thorough documentation…