Guest Services and Safety Associate

National Health Foundation • Los Angeles, CA

117d

About The Position

The Guest Services and Safety Associate (GSSA) plays a vital dual role in enhancing the overall guest experience while ensuring a safe and secure environment for all residents, guests, and staff. This position mirrors the responsibilities of the GSA Lead, with an additional focus on safety, security, and emergency response functions. The GSSA will act as a front-line leader for the Guest Services Associates team and serve as a key liaison between departments to support smooth daily operations.

Requirements

• 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.

Nice To Haves

• Experience with conflict resolution and trauma-informed care.

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.
• 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.
• Demonstrate flexibility in scheduling, including the ability to work additional shifts to meet facility needs.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED