Guest Services Associate

About the role

The Guest Services Associate (GSA) is a full-time position starting at $22/hr. with a schedule of 7 AM to 3:30 PM Monday through Friday. This role is grant-funded and at-will, with potential for renewal based on funding availability.

Responsibilities

• Greet, check in, and engage neighbors as they enter the facility, ensuring accurate check-in and documentation in ClientTrack and compliance with visitor sign-in procedures.
• Establish professional rapport with neighbors to foster trust, engagement, and a hospitable dayroom environment.
• Identify and respond to notifications in case management system(s) and escalate concerns to the Guest Services leadership as appropriate.
• Recognize and respond to neighbor crises, supporting de-escalation efforts and assisting with coordination of law enforcement or emergency medical services when necessary.
• Coach neighbors on Horizon House rules and expectations, document incidents accurately, and support enforcement decisions in collaboration with supervisory staff.
• Monitor dayroom activity and atmosphere, proactively addressing conflicts, disturbances, or behavioral concerns to support safe and respectful shared spaces.
• Inform neighbors of service changes, schedules, procedures, and expectations through direct communication, announcements, and information monitors.
• Provide basic services including hygiene supplies, showers, laundry, storage coordination, mail distribution, phone support, and appointment scheduling assistance.
• Accurately enter all basic services and encounters into case management system to support reporting and program outcomes.
• Cook, sort, distribute, and manage neighbor mail in accordance with confidentiality and identity verification procedures.
• Maintain guest confidentiality and appropriate professional boundaries in accordance with agency policies and procedures.
• Direct media representatives, visitors, and external inquiries to appropriate leadership staff.
• Coordinate with the Guest Services Supervisor regarding storage, donations, hospitality services, and volunteer engagement.
• Accept, record, store, and distribute donations according to established protocols and safety requirements.
• Monitor all dayroom and neighbor-accessible areas for safety concerns or equipment issues and report promptly to operations staff.
• Attend and participate in required agency meetings, trainings, and community-based learning opportunities.
• Assist with orientation and training of volunteers and interns to ensure consistent and high-quality dayroom services.

Required Competencies

• Ability to engage individuals experiencing homelessness with empathy, professionalism, and respect.
• Information Monitoring/Reporting - Collects, analyzes, and applies program data to inform strategies and improve services. Ability to maintain timely, accurate electronic documentation.
• Communication Skills - Articulates thoughts and expresses ideas effectively using oral, written, visual, and non-verbal communication skills, as well as listening skills to comprehend customers’ needs. Delivers information in person, in writing, and in a digital world.
• Organizational Aptitude - Plans and attends to details and pursues quality in accomplishing multiple tasks in an organized and timely fashion. Exhibits careful attention to detail and follow-through.
• Technical Knowledge - Proficiency with email, Microsoft Office, web-based systems, and willingness to learn agency databases.

Benefits

• Continuing education and leadership development as well as tuition reimbursement
• Comprehensive health plan
• Generous paid time off (PTO) and paid holidays
• Sabbatical and parental leaves
• Life, dental and vision insurance
• Short- and long-term disability plans
• Nationally recognized preventive health and wellness program
• Section 125 pretax health spending account, dependent care spending account, and premiums
• Retirement planning options with generous company % match
• Eligible for the Public Student Loan Forgiveness (PSLF) program