Lead Guest Service Assistant

The Salvation Army•Lexington, KY

8d•Onsite

About The Position

The Lead Guest Services Assistant provides on‑site supervision and operational leadership during their assigned shift to ensure that Guest Services operations run safely, efficiently, and in alignment with Salvation Army policies. This role supports both staff and residents by overseeing daily shelter workflow, ensuring adherence to procedures, maintaining accurate documentation, promoting a secure environment, and providing trauma‑informed guest interaction.

Requirements

High school diploma or GED equivalent required.
Minimum of 2 years’ experience working in a shelter.
Exceptional written and verbal communication.
Ability to maintain strict confidentiality.
Must be sensitive to the issues of families, children, cultural diversity, and homelessness- must be able to assist people and provide assistance in a calm, courteous and polite manner.

Nice To Haves

1-year supervisory experience preferred.

Responsibilities

Shift Supervision & Leadership: Provide direct supervision, guidance, and support to Guest Services Assistants assigned to the shift. Serve as the acting leadership authority onsite; model professionalism, calm decision‑making, and respectful engagement. Address staff issues in real time and escalate concerns to the Director as needed. Ensure adherence to shelter rules, policies, and safety protocols
Staff Scheduling & Coverage Assist with creating, managing, and adjusting staff schedules. Respond to call offs and emergencies; coordinate coverage to maintain required staffing. Communicate schedule changes or gaps to leadership promptly. Cover shifts when needed to ensure uninterrupted operations.
Guest Interaction & Support Greet all individuals entering the facility in a warm, respectful, and trauma informed manner. Conduct check ins, building tours, and assist guests in understanding policies and expectations. Support guests during meals, ensure orderly dining room operations, and communicate any necessary announcements. De-escalate conflicts, respond to crisis situations, and maintain resident safety.
Building & Grounds Monitoring Circulate throughout the building and grounds at least every 45 minutes to ensure safety and compliance. Keep hallways clear of loitering, monitor visitor access, and sign ins. Support the cleanliness of facility spaces as assigned.
Documentation, Reporting & Compliance Read shift log before beginning duty; record all relevant events during shift. Maintain accurate guest headcounts (minimum three per shift). Third shift Lead: responsible for completing and submitting the official overnight census and medication log. Complete incident reports, operational logs, and shift handoff notes. Keep assigned statistics updated and accurate.
Communication & Coordination Serve as liaison between frontline staff and leadership. Communicate operational concerns, incidents, and facility needs promptly. Ensure consistent expectations are shared across shift. Assist with audits, inspections, and compliance checks.
General Administrative Support Have working knowledge of Employee and Resident Procedure Manuals. Provide additional operational support as required to ensure efficient functioning of Guest Services. Attend all required training sessions, conferences, and meetings.