JOB TITLE: Guest Services Specialist

REPORTS TO: Shelter Manager

STATUS: Non-Exempt/Full-time

SUMMARY OF POSITION:

The Guest Services Specialist is responsible for providing a safe, welcoming, and well-managed environment for shelter guests. This role serves as the primary point of contact at the front desk and throughout the facility, supporting day-to-day operations, monitoring guest activity, and ensuring adherence to shelter guidelines.

Key Responsibilities:

Guest Interaction & Support

• Serve as the first point of contact for guests, visitors, and community partners
• Provide clear information about shelter rules, schedules, and available services- Build respectful, professional relationships with guests while maintaining appropriate boundaries
• Respond to guest questions, concerns, and conflicts in a calm and solution-focused manner
• Follow up as directed regarding referrals to Federal, State, and local agencies and resources.

Front Desk & Daily Operations

· Manage front desk activities including check-ins, communication, and documentation

· Maintain accurate daily logs, incident reports, and shift notes

· Coordinate communication between shifts and staff to ensure continuity of operations

· Support general shelter operations including meal times, curfews, and daily routines

Safety & Monitoring

· Monitor the facility to ensure a safe and secure environment for all guests and staff

· Enforce shelter policies and expectations consistently and respectfully

· De-escalate conflicts and respond appropriately to crisis situations

· Conduct routine walkthroughs and maintain awareness of guest activity

Collaboration & Team Support

· Work closely with shelter staff and leadership to support guest needs

· Communicate relevant observations or concerns regarding guest behavior or safety

· Participate in team meetings and ongoing training as required

Required

· High school diploma or equivalent

· Experience in customer service, human services, or a related field

· Strong interpersonal and communication skills

· Ability to remain calm and professional in high-stress situations

· Basic computer and documentation skills

· Valid driver’s license required to assist in transporting guests.

Preferred

· Experience working in a shelter, residential program, or similar environment

· Training in de-escalation, crisis response, or trauma-informed care

• Fast-paced, dynamic shelter setting
• Frequent interaction with individuals experiencing homelessness or crisis
• Requires standing, walking, and active monitoring of the facility
• Able to lift up to 50 lbs.