Practitioner, Guest Services

Job Details

Position:
Practitioner, Guest Services
Term:
Full‑time, hourly
Pay: $19/hr plus health insurance, paid time off, and other benefits

Location:

Santa Fe, NM

Reports To:

Supervisor, Guest Services
Direct Reports:
None
Updated:
May5,2026

Urban Alchemy hires individuals who were once incarcerated and trains them to transform people and places through love and respect. We provide services that heal communities challenged by the intersection of extreme poverty, mental illness, addiction, and homelessness. When individuals are suffering in our public spaces, Urban Alchemy offers solutions. When a neighborhood, street, or intersection earns a reputation as a place to avoid, we turn it around.

Urban Alchemy staff, known as Practitioners, create a peaceful and supportive presence, helping our communities rebuild a sense of pride one person at a time. Urban Alchemy is a nonprofit organization founded in 2018. We quickly grew from a small program in San Francisco to a thriving social enterprise with over 1,000 staff. We currently operate in California, Alabama, Colorado, Georgia, New Mexico, and Oregon.

Over
95% of Urban Alchemy employees, including leadership, experienced incarceration and/or homelessness. For more information visit our website.

Urban Alchemy operates Agape House, a congregate interim housing facility for adults experiencing homelessness in Santa Fe. Agape House is a mixed‑gender facility where guests share dormitory‑style rooms with bunk beds. The facility includes common areas, meal service, laundry facilities, and on‑site supportive services. Guests have access to a range of social services designed to help them exit homelessness and transition into stable, permanent housing.

Urban Alchemy also operates the LOVE (Leading Outreach withValuedEngagements) team in Santa Fe, engaging individuals living unsheltered in public spaces and connecting them to services and housing pathways through trauma‑informed, harm‑reduction, and person‑centered outreach.

The Practitioner, Guest Services provides outstanding care and customer service to guests at Urban Alchemy interim housing sites, creating a warm and welcoming environment while maintaining safety and order within the site. They check in guests, ensure compliance with community guidelines, resolve concerns and complaints, perform wellness checks, monitor the site, de‑escalate tense situations, and respond to emergencies as needed. As part of a 24/7 team, the Practitioner, Guest Services provides information, referrals, and support to guests while ensuring the site is well‑run and maintained.

• Conduct intake with new guests and provide an orientation to the site and community guidelines.
• Greet guests warmly as they enter the site and check them in and out according to site policies.
• If required by a pandemic or other concerns, conduct symptom checks of everyone entering the site.
• Inform everyone entering the site of the policy forbidding weapons; store any items that are not allowed in the site.
• Check personal belongings as needed in accordance with company policies and procedures.
• Coordinate guest placements within the site location and track available beds.
• Distribute and coordinate basic needs items and services for guests such as meals, laundry, linens, toiletries, guests' personal storage units and mail.
• Effectively communicate information about on‑site services and amenities.
• Provide information and referrals to services in the community.
• Answer calls and in‑person questions responding with courtesy, compassion, respect, and dignity.
• Provide emotional support to guests and other people experiencing homelessness.
• Maintain a working knowledge of safety measures and tools, including emergency plans.
• Monitor all entrances to the premises to ensure no unauthorized individuals enter.
• Monitor cameras and address any issues observed in accordance with site policies and procedures.
• Perform ongoing interior and perimeter checks to ensure the site is clean and secure.
• Perform regular wellness checks to ensure guests have not succumbed to overdose or…