Guest Services I - 2nd Shift (Full-time)

Guest House of Milwaukee•Milwaukee, WI

6d•Onsite

About The Position

Guest Services I team members provide core shelter service delivery by maintaining a safe, supportive, and responsive environment for guests. Responsibilities include adhering to shelter protocols, ensuring safety and security, documenting accurately, and delivering high standards of customer service and communication. The role models exemplary behavior, performance, and work ethic that others can emulate, setting the tone through consistent conduct and professionalism, particularly as Guest Services staff may often be the primary or only staff member interacting directly with guests. This does not imply supervisory responsibility.

Requirements

High school diploma or GED.
1 year experience working with individuals experiencing homelessness.
Ability to pass required background check and drug screen.
Ability to perform essential job functions with or without reasonable accommodation.
Ability to communicate clearly—verbally and in writing—with guests, staff, and external partners.
Ability to maintain respectful, compassionate, and professional interactions, even in stressful situations.
Ability to remain calm, focused, and grounded in fast-paced, unpredictable, or crisis situations.
Ability to follow established safety protocols, documentation requirements, de-escalation practices, and emergency procedures.
Ability to manage multiple tasks and competing priorities effectively.
Ability to maintain organization in a dynamic environment while completing tasks within expected timeframes.
Basic proficiency with Microsoft Office and ability to learn shelter-specific systems.
Ability to complete accurate, timely, and thorough documentation to support safety and continuity of care.
Ability to maintain appropriate boundaries, emotional regulation, and professional conduct at all times.
Ability to demonstrate dependability through consistent attendance, punctuality, and reliable follow-through.

Nice To Haves

Experience working in a human services environment.
Experience working with adults with severe and persistent mental illness or substance use disorders.
Experience supporting individuals in crisis and using de-escalation techniques.

Responsibilities

Model respectful, responsive, trauma-informed interactions with guests and visitors.
Observe and accurately report guest activities, concerns, and instances of non-compliance.
Model adherence to residence rules, agency policies, and mandated guidelines through consistent personal compliance.
Model values-aligned conduct by responding promptly to guest and staff needs and completing admissions and intake procedures accurately and on time.
Conduct required safety and security checks consistently and according to protocol.
Respond swiftly and calmly during emergency situations, following procedures and leading evacuations when required.
Participate actively in required meetings and trainings.
Complete administrative tasks and documentation thoroughly, accurately, and within required timeframes.
Conduct dorm sweeps, document findings, and complete required follow-up actions promptly.
Maintain cleanliness and organization of shared spaces (dining room, kitchen, office) according to agency standards.
Provide trauma-informed support to elderly clients with complex emotional or physical needs, maintaining respectful and consistent engagement.
Other duties as assigned.