Guest Services Specialist

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. #J-18808-Ljbffr Montana Rescue Mission