Guest Services Associate Lead, Los Angeles-Pico Union

National Health Foundation • los Angeles, CA

9d • Onsite

About The Position

The Lead Overnight Guest Services Associate (GSA) is responsible for overseeing and supporting the overnight GSA team to ensure a safe, clean, and welcoming environment for guests. This leadership role requires effective delegation, clear communication, and proactive problem-solving. The Lead GSA serves as the overnight point of contact for operational needs, ensures compliance with policies and procedures, and collaborates across departments to maintain continuity of care and support.

Requirements

• 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.
• Ability 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).

Nice To Haves

• Minimum 2 years of experience in caregiving, shelter, healthcare, or recuperative care environment.

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.
• Support onboarding and training of new GSAs; provide ongoing coaching and guidance.
• Monitor staff performance and collaborate with the Operations Manager for performance evaluations, feedback, and improvement planning.
• 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).
• Coordinate with interdisciplinary teams including Medical, Social Services, Environmental Services, and Security as needed.
• Maintain the safety and security of the facility during overnight hours.
• Take the lead in emergency situations including evacuations, safety drills, and crisis response.
• Monitor and report facility issues promptly to the appropriate departments.
• Perform standard Guest Services Associate responsibilities, including guest engagement, basic cleaning, supplies monitoring, and policy enforcement.
• Fill in and 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.
• Always follows NHF policies and procedures.

Benefits

• Addressing the social determinants of health using several research-proven strategies.
• 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.
• Education, with a focus on risk prevention and support for pregnant and parenting teens to complete their education.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed