Guest Services and Safety Associate, Glendale

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
• Ability 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