Guest Services Assistant

ihshawaii; Honolulu (HI); On-site; USD 23,000 - 28,000; Full time

Job summary

The Institute for Human Services (IHS) in Honolulu, Hawaii, seeks a Guest Services Assistant to welcome guests at our emergency shelters and support a safe, hospitable environment. This role emphasizes front-desk hospitality, guest assistance, and coordination with shelter staff.

You will handle guest interactions, assist with documentation, and work with program staff to ensure consistent service delivery while supporting safety protocols across shifts.

Qualifications

• One year of direct/customer service related experience.
• Experience working with disenfranchised or medically fragile population is a plus.
• Basic computer skills; able to navigate Google email, Microsoft applications and databases.

Responsibilities

• Provide a warm, welcoming environment at emergency shelters and uphold hospitality standards.
• Interact professionally with guests and internal staff; follow organizational procedures.
• Collaborate with program staff and outside partners to deliver services to guests.
• Monitor guest behavior and document emergencies; relay vital information during shift changes.
• Defuse incidents non-violently and maintain a safe, clean shelter environment.

Job description

The Institute for Human Services (IHS) is Hawaii's most comprehensive human services agency dedicated to ending and preventing homelessness. For over 45 years, we've been at the forefront of creating tailored solutions for those in crisis, offering a continuum of care that includes emergency shelters, housing programs, health services, employment assistance, and outreach.

The Guest Services Assistant plays a key role in a client's journey toward independence by providing a warm and welcoming environment of Ho'okipa (Hospitality) for our clients at our emergency shelters. This position provides hope and ensures the safety and needs of guests are met.

Compensation:

Starting from $17.00 hourly up to $20.00, dependent on experience.

Essential Functions:

1. Demonstrate excellent customer service consistent with the standards contained in the Vision, Mission, and Values of the organization.
2. Professionally interact with, support internal IHS policies and carry out daily site specific and organizational procedures that create a culture of hospitality, trust and respect.
3. Work collaboratively with respective IHS program staff and outside partners to ensure the consistent delivery of services to guests.
4. Observe and keep accurate account of guest behavior as needed to recognize behavioral changes in an effort to maintain a safe and respectful environment; Document when emergency situations arise with police, fire or EMS is contacted ensuring vital information is passed on during shift changes.
5. Defuse verbal/physical altercations in a non-violent manner using Crisis Prevention Intervention techniques (CPI); Ensure a safe environment; Assist and ensure that shelter/site premises are clean and the environment is free from safety/health hazards.

Required Knowledge/Skills/Abilities:

1. Knowledge of homelessness and the issues associated with it; mental health and substance abuse issues.
2. Excellent communication, people and customer service skills.
3. Possess personal qualities of integrity, patience and commitment to mission.
4. Flexible and able to multitask; can work within an ambiguous, fast-moving environment.

Required Education and Experience:

1. One year of direct/customer service related experience; Experience working with disenfranchised or medically fragile population a plus.
2. Basic computer skills; able to navigate Google email, Microsoft applications and databases.

Expected Hours of Work:

Hours include some evenings, weekends and holidays. Hours and days may vary based on the needs of the organization. Must be available to work one or more of the following shifts, including weekends and holidays, as scheduled:

• 6:00 AM - 2:30 PM

• 2:00 PM - 10:30 PM

• 10:00 PM - 6:30 AM

IHS is an Equal Opportunity Employer, maintains a Drug and Alcohol-free Workplace, and is proud to be an employer of national service.