Guest Service and Safety Associate, Los Angeles-Pico Union

Responsibilities

• Collaborate with the Operations Manager to schedule Guest Services Associates to ensure adequate shift coverage.
• Foster a culture of hospitality by ensuring proactive guest engagement and support.
• Lead the implementation and oversight of guest activities; ensure team members are actively involved in enhancing guest experience.
• Delegate tasks to GSA team members in alignment with departmental goals and shift needs; complete shift assignment sheets in collaboration with the Operations Manager.
• Conduct or support shift meetings to communicate daily objectives, staff needs, and critical guest information.
• Provide coaching, feedback, and support to the GSA team; participate in the onboarding and training of new staff.
• Ensure daily logs, shift notes, and incident reports are completed accurately and timely.
• Serve as the first point of response to potential safety or security incidents within the facility.
• Perform routine facility checks and patrols to identify and address safety hazards or suspicious activity, report findings to the Operations Manager and Director.
• Take lead during emergency evacuations and drills, including fire, severe weather, and lockdown procedures.
• Monitor guest and staff access to restricted areas and enforce visitor protocols.
• Support the enforcement of policies around behavior management and conflict de-escalation using trauma-informed and safety-conscious approaches.
• Collaborate with internal teams (Social Services, Nursing, etc.) to maintain a secure environment that meets the diverse needs of guests.
• Maintain working knowledge of Emergency Action Plans (EAP) and contribute to documentation, training, and compliance efforts.
• Report and document all safety-related incidents according to policy and submit to the Operations Manager for review.
• Affirmatively assist in implementing systems, procedures, and directives to improve guest services and operational efficiency.
• Attend regularly scheduled team meetings, training, and complete all shift handoff documentation.
• Perform general GSA responsibilities as needed to support the team and maintain daily operations.

Qualifications

• High school diploma or equivalent required; some college or vocational training in hospitality, social services, or public safety preferred.
• Minimum 3 years of experience in guest services, security, or a related field.
• Strong leadership, communication, and interpersonal skills.
• Ability to remain calm under pressure and manage emergency situations effectively.
• Experience with conflict resolution and trauma-informed care is a plus.
• Able to work independently and collaboratively across departments.
• Proficient in Microsoft Office Suite and comfortable with electronic documentation systems.
• Must pass a background check and any required safety/security training.