Guest Services Associate Lead, Los Angeles-Pico Union

About the role

The Lead Overnight Guest Services Associate (GSA) oversees and supports the overnight GSA team to ensure a safe, clean, and welcoming environment for guests. This role requires effective delegation, clear communication, and proactive problem-solving.

Responsibilities

• Provide direct supervision and leadership to overnight GSA staff.
• Delegate tasks and ensure alignment with departmental and facility goals.
• Create and maintain daily task assignments, adjusting based on shift priorities.
• Serve as the overnight point of contact for operational needs.
• Ensure compliance with policies and procedures.
• Collaborate across departments to maintain continuity of care and support.
• Facilitate daily shift handoff meetings; communicate key updates and guest needs across departments.
• Review and ensure completion of daily logs, incident reports, and communication notes.
• Attend required meetings including: NHF All Staff (monthly), Operations (monthly), and GSA Lead meetings (bi-weekly).
• Cover shifts as needed to maintain adequate staffing.
• Implement systems, policies, and procedures as directed by Operations leadership.
• Promote and model professionalism, respect, and accountability within the team.
• Follow NHF policies and procedures.

Requirements

• Minimum 2 years of experience in caregiving, shelter, healthcare, or recuperative care environment (preferred).
• At least 1–2 years in a supervisory or lead role.
• No current disciplinary action or performance improvement plan (internal applicants).
• Strong written and verbal communication skills.
• Excellent time management, organization, and problem-solving skills.
• Able to remain calm and make sound decisions in high-pressure situations.
• Flexible schedule with availability to cover shifts, including weekends and holidays.
• Computer proficiency; working knowledge of Microsoft Office, Teams, and Excel.
• Current CPR/First Aid certification preferred (or willing to obtain).

Physical Requirements

• Frequent standing and walking.
• Frequent bending/stooping, squatting, reaching above the shoulders, twisting, turning, kneeling, and pushing/pulling.
• Frequent lifting/pulling/pushing/moving up to 50 pounds.
• Must utilize conversational speech for effective verbal communication.
• Noise level is high in some client care areas.

Benefits

National Health Foundation is addressing the social determinants of health using several research-proven strategies. We are targeting Food Access, with an emphasis on increasing the availability of health and fresh foods in under-resourced communities, Housing, with a focus on providing shelter and care for individuals who have been released from the hospital, the Built Environment, prioritizing the removal of the barriers to health in the Historic South Los Angeles community, and Education, with a focus on risk prevention and support for pregnant and parenting teens to complete their education. For further details on the programs, please visit our site at: http://nationalhealthfoundation.org.