Guest Experience & Safety Lead

National Health Foundation; Lancaster (CA); On-site; USD 29,000 - 30,000; Full time

Job summary

National Health Foundation in Los Angeles, CA seeks a driven Guest Services & Safety Associate to oversee guest experience and safety operations. This full-time role supports daily front-desk duties, staff coaching, and emergency responsiveness to ensure a secure, welcoming environment for residents and guests.

You will lead shift coverage, coordinate with the Operations Manager, enforce safety protocols, and collaborate with Social Services and Nursing to maintain service quality and

Qualifications

• High school diploma or equivalent; 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.

Responsibilities

• 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.

Skills

Leadership

Communication

Interpersonal skills

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Electronic documentation systems

Job description

National Health Foundation in Los Angeles, CA seeks a driven Guest Services & Safety Associate to oversee guest experience and safety operations. This full-time role supports daily front-desk duties, staff coaching, and emergency responsiveness to ensure a secure, welcoming environment for residents and guests.

You will lead shift coverage, coordinate with the Operations Manager, enforce safety protocols, and collaborate with Social Services and Nursing to maintain service quality and