Guest Service Agent

About Guest House of Milwaukee, the largest housing program provider in Wisconsin: Guest House of Milwaukee, the largest housing program provider in Wisconsin, has been dedicated to addressing homelessness since 1982. Originally a short-term emergency shelter, we now offer a comprehensive range of onsite and community-based programs tailored to the evolving needs of individuals facing housing insecurity. As we enter an exciting growth phase, our commitment to client-centered solutions remains steadfast. With over 40 years of experience, our dedicated staff and partners work to create lasting change for our most vulnerable community members. We envision a Greater Milwaukee that prioritizes care and tackles the root causes of homelessness. Guest Services II: Guest Services II team members build upon the foundational responsibilities of Guest Services I by demonstrating advanced competency, increased independence, and the ability to reinforce service, safety, and documentation standards with peers. This role supports shelter operations by responding to more complex guest needs, maintaining a stable and responsive environment, and reinforcing trauma-informed practices and protocol adherence across shifts. Scheduled Shift: 1st shift Weekends; occasional 1st shift Weekdays Essential Duties and Responsibilities: Customer Service & Guest Experience Model and reinforce respectful, responsive, trauma-informed interactions with guests and visitors. Identify patterns or concerns in guest behavior and elevate issues requiring intervention. Mission, Values & Conduct Reinforce adherence to residence rules, agency policies, and mandated guidelines through consistent personal compliance. Support and reinforce accurate, timely completion of admissions and intake procedures. Safety & Emergency Response Conduct safety and security checks and reinforce expectations with Guest Services I staff. Respond calmly to emergencies and assist in coordinating evacuations and crisis procedures. Administrative Participate in meetings and trainings; reinforce expectations and share learnings with peers. Complete documentation accurately and support GS I staff in meeting documentation expectations. Areas of Responsibility Conduct dorm sweeps and reinforce quality standards in reporting and follow-up actions. Support cleanliness and organization routines, reinforcing standards across shared spaces. Specialized Services Support Elder Justice: Provide trauma-informed support to high-needs guests, including elderly clients, and model effective engagement strategies for peers. Pathways to Permanent Housing: Works directly with clients with additional behavioral or developmental needs, ensuring consistent support, documentation, and collaboration with case managers. Other duties as assigned. Qualifications: Minimum Qualifications (Required) High school diploma or GED. Demonstrated proficiency in Guest Services I duties and the ability to perform those responsibilities consistently with minimal oversight. One year of experience in shelter, residential, or human services environment. Ability to perform essential job functions with or without reasonable accommodation. Preferred Qualifications Experience working with individuals experiencing homelessness. Experience supporting individuals with mental illness, substance use, or crisis situations. Completion of agency-approved de-escalation or crisis intervention training. Required Skills & Abilities Communication & Interpersonal Skills Ability to communicate clearly and reinforce expectations with peers. Ability to support conflict resolution and redirect peers respectfully. Safety, Crisis Response & Protocol Adherence Ability to intervene in escalating situations and guide GS I staff in safety expectations. Ability to follow and reinforce safety and crisis protocols. Time Management & Organization Ability to prioritize tasks and assist peers in remaining organized and on schedule. Technology & Documentation Ability to support GS I staff in meeting documentation standards and accuracy. Professionalism & Emotional Regulation Ability to maintain composure in complex or emotionally charged situations and model steadiness for others. Work Environment: This job description outlines the general nature and essential functions of the role and is not an exhaustive list of all responsibilities. Work is performed in a homeless shelter environment, which can be fast-paced and unpredictable. Staff may encounter: Individuals experiencing medical, behavioral, substance-use–related, or mental health crises Exposure to bodily fluids, infectious diseases, and other biohazards consistent with congregate care settings The presence of pests (such as bed bugs, lice, or rodents) due to the nature of emergency and transitional housing Fluctuating noise or activity levels and occasional disruptive behaviors Indoor and outdoor environments, including varying temperatures during support tasks Essential functions may require standing or walking for extended periods; moving throughout multiple buildings; assisting with client needs; and lifting, pushing, or pulling up to 25 pounds. Additional safety procedures and personal protective equipment (PPE) may be required based on situational risk. The physical and environmental demands described are representative of those necessary to perform the essential functions of the position. In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations will be considered for qualified individuals with disabilities, provided such accommodations do not remove essential job duties or impose an undue hardship on the organization. #J-18808-Ljbffr