Guest Relations Specialist

Broad Street Ministry; Philadelphia (Philadelphia County); On-site; USD 25,000 - 32,000; Full time

Job summary

Broad Street Love is seeking a Guest Relations Specialist to warmly welcome staff, guests, volunteers, and community partners while guiding flow and ensuring a safe, respectful environment. This on-site role supports daily operations by assisting with wayfinding and coordinating with social services teams.

The ideal candidate can de-escalate situations, document incidents, and contribute to coordinated care.

Qualifications

• Experience in a drop-in social services setting preferred.
• Ability to verbally de-escalate challenging situations professionally.
• Experience working with individuals with mental health conditions and substance use disorders.
• Willingness to participate in trauma-informed care and de-escalation training.
• Willingness to complete overdose response training and First Aid/CPR.

Responsibilities

• Learn and apply principles of radical hospitality and restorative boundary setting to support de-escalation.
• Communicate regularly with social services team to support safety and guest well-being.
• Collaborate to improve guest flow and building operations.
• Monitor building safety, build rapport with guests and volunteers, observe for escalation or crises.
• Document incidents and interventions with accuracy for de-escalation planning.
• Provide warm, hospitable welcome and assist guests, volunteers and partners.
• Coordinate with Concierge to communicate guest needs and ensure a seamless experience.
• Support safety and operations during weekly hygiene truck distributions and manage flow.
• Share observations on guest needs and community trends to support coordinated care.
• Occasionally work overtime for special events with notice.
• Perform other duties as assigned.

Skills

De-escalation

Trauma-informed care

Communication

Empathy

Job description

Reports to: Director of Community Engagement

ABOUT BROAD STREET LOVE

Broad Street Love (BSL) is an organization that helps Philadelphians living in deep poverty stabilize their lives through a unique offering of meals and social services that is welcoming to everyone. Our long-term vision is not only to meaningfully reduce the trauma and suffering caused by scarcity for Philadelphia’s most vulnerable populations, but, along with best-of-class social services and government partners, to break the cycle of poverty, homelessness and hunger in Philadelphia.

POSITION SUMMARY

The Guest Relations Specialist provides a welcoming, professional presence for all staff, guests, volunteers, and community partners entering the building. This role supports daily operations by managing the flow of individuals throughout the facility, assisting with wayfinding, and helping ensure a safe, respectful, and orderly environment.

Guest Relations Specialists monitor activity throughout the building, respond to questions and concerns, de-escalate situations when appropriate, and serve as the first point of contact during incidents or emergencies until additional support arrives. While this is not a security position, it plays an important role in maintaining the safety, wellbeing, and positive experience of everyone in the building through visibility, communication, and proactive engagement.

DUTIES AND RESPONSIBILITIES

• Learn and apply the principles of radical hospitality, trauma-informed care, person-centered crisis intervention, and restorative boundary setting to support de-escalation efforts and collaborate effectively with the broader social services team.
• Communicate regularly with social services, restorative services, and other team members to support safety, guest well-being, and effective program flow.
• Collaborate with team members to implement, evaluate, and improve procedures and protocols related to guest flow and building operations.
• Monitor the building to promote safety and identify potential concerns by building rapport with guests, volunteers, staff, and other stakeholders, while observing for signs of escalation, wellness needs, or crisis.
• Maintain records of guests who require individualized de-escalation strategies or accommodations, and collaborate with the de-escalation team to develop creative, person-centered intervention plans.
• Accurately document incidents occurring within the building, including behavioral health crises, medical emergencies, conflicts, and any interventions provided or emergency services contacted.
• Provide a warm, hospitable welcome and assistance to guests, volunteers, community partners, and other visitors, regardless of whether they are receiving services.
• Partner with the Concierge team to communicate guest needs, coordinate support, and ensure a seamless guest experience.
• Provide safety and operational support during weekly hygiene truck distributions by helping maintain order, managing participant flow, and responding to issues as they arise.
• Share relevant observations and insights with the broader team regarding guest needs, behavioral patterns, community trends, and changes in service demand to support coordinated care.
• Be available to work occasional overtime for special events with advance notice.
• Perform other duties and responsibilities as assigned.

QUALIFICATIONS AND SKILLS

• Preferred: One or more years of experience working in a drop-in social services setting.
• Demonstrated ability to verbally de-escalate challenging situations in a professional, volunteer, or personal capacity.
• Experience working with individuals experiencing mental health conditions and substance use disorders.
• Willingness and ability to participate in training on trauma-informed care, de-escalation techniques, and other topics that enhance knowledge and practice.
• Willingness to complete training in overdose response, including naloxone administration, as well as First Aid and CPR.

OTHER

Broad Street Love does not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, criminal record, or any other status protected under federal, state, or local law. Broad Street Love believes that diversity and inclusion among our staff is critical to our success as a community services organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

This position is located at Broad Street Love, 315 S. Broad Street.

Compensation: $20/hour