Job Description
Job DescriptionDescription:
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
Requirements:
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.