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

SKILLS AND QUALIFICATIONS

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

WORKING CONDITIONS/PHYSICAL FACTORS:  

• 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.