Guest Services Associate

Horizon House; Indianapolis (IN); On-site; USD 26,000 - 36,000; Full time

Benefits offered by this job

PTO and holidays

Tuition reimbursement

Life, dental, and vision insurance

Disability plans

Wellness program

Job summary

Horizon House is seeking a Guest Services Associate in Indianapolis for a full-time role starting at $22/hr., 7:00 AM to 3:30 PM, Monday through Friday. You will warmly greet neighbors, document check-ins, and coordinate dayroom services while maintaining safety and confidentiality.

The position emphasizes customer service, communication, and adherence to agency protocols, with grant-funded at-will status and ongoing opportunities for professional development.

Qualifications

• Experience in human services or customer service preferred.
• Ability to learn and apply de-escalation techniques in a dynamic environment.
• Excellent communication, both written and verbal, with neighbors and staff.

Responsibilities

• Greet and check in neighbors, ensuring accurate records and sign-in.
• Engage neighbors to foster a welcoming, respectful dayroom environment.
• Identify and respond to safety or escalation concerns in coordination with leadership.
• Support dayroom operations, including basic services and scheduling assistance.
• Assist with orientation and training of volunteers and interns.

Skills

Customer service

De-escalation

Communication

Organization

Technical knowledge

Tools

Microsoft Office

Job description

This is a full-time position starting at $22/hr. with a schedule of 7 AM to 3:30 PM Monday through Friday.

The Guest Services Associate (GSA) is often the first point of contact for neighbors and plays a critical role in creating a welcoming, safe, and respectful environment. This position provides basic and engagement services in the dayroom, supports coordination of services, and ensures neighbors are treated with dignity and respect. Through strong customer service, clear communication, and adherence to agency protocols, this role helps meet immediate needs while supporting engagement with additional services. This position reports to the Guest Services Supervisor.

Please note that this is a grant-funded, at-will position. While this role is intended to be ongoing, its continuation is subject to the periodic renewal of grant resources.

Example Duties and Activities

• Greet, check in, and engage neighbors as they enter the facility, ensuring accurate check-in and documentation in ClientTrack and compliance with visitor sign-in procedures.
• Establish professional rapport with neighbors to foster trust, engagement, and a hospitable dayroom environment.
• Identify and respond to notifications in case management system(s) and escalation concerns to the Guest Services leadership as appropriate.
• Recognize and respond to neighbor crises, supporting de-escalation efforts and assisting with coordination of law enforcement or emergency medical services when necessary.
• Coach neighbors on Horizon House rules and expectations, document incidents accurately, and support enforcement decisions in collaboration with supervisory staff.
• Monitor dayroom activity and atmosphere, proactively addressing conflicts, disturbances, or behavioral concerns to support safe and respectful shared spaces.
• Inform neighbors of service changes, schedules, procedures, and expectations through direct communication, announcements, and information monitors.
• Provide basic services including hygiene supplies, showers, laundry, storage coordination, mail distribution, phone support, and appointment scheduling assistance.
• Accurately enter all basic services and encounters into case management system to support reporting and program outcomes.
• Coordinate and manage showers and laundry services, including distribution and collection of towels and assistance with equipment as needed.
• Sort, distribute, and manage neighbor mail in accordance with confidentiality and identity verification procedures.
• Prepare, stock, and maintain the kitchen and dayroom areas in accordance with health, safety, and agency procedures; report supply or inventory needs as required.
• Answer incoming phone calls, route messages appropriately, and support front-desk operations.
• Participate in opening and closing procedures, including facility preparation, security, announcements, cleaning, stocking, and securing confidential materials.
• Maintain guest confidentiality and appropriate professional boundaries in accordance with agency policies and procedures.
• Direct media representatives, visitors, and external inquiries to appropriate leadership staff.
• Coordinate with the Guest Services Supervisor regarding storage, donations, hospitality services, and volunteer engagement.
• Accept, record, store, and distribute donations according to established protocols and safety requirements.
• Monitor all dayroom and neighbor-accessible areas for safety concerns or equipment issues and report promptly to operations staff.
• Attend and participate in required agency meetings, trainings, and community-based learning opportunities.
• Assist with orientation and training of volunteers and interns to ensure consistent and high-quality dayroom services.
• Degree and Credential Requirements - NONE! We value candidates who can demonstrate capability and articulate how prior experiences will help them contribute. We believe in continuous learning and professional development.
• Industry Expertise - Prior experience in human services, customer service, or community-based support roles preferred. Willingness and ability to learn and apply de-escalation techniques in a dynamic environment.
• Guest Engagement & Customer Service - Ability to engage individuals experiencing homelessness with empathy, professionalism, and respect.
• Information Monitoring/Reporting - Collects, analyzes, and applies program data to inform strategies and improve services. Ability to maintain timely, accurate electronic documentation.
• Communication Skills - Articulates thoughts and expresses ideas effectively using oral, written, visual, and non-verbal communication skills, as well as listening skills to comprehend customers’ needs. Delivers information in person, in writing, and in a digital world.
• Organizational Aptitude - Plans and attends to details and pursues quality in accomplishing multiple tasks in an organized and timely fashion. Exhibits careful attention to detail and follow-through.
• Technical Knowledge - Proficiency with email, Microsoft Office, web-based systems, and willingness to learn agency databases.

Other Requirements

• Background Screening - All candidates must pass a pre-employment criminal background check.
• Ability to occasionally work a flexible schedule beyond normal business hours.

Benefits: Full-time employees may participate in a comprehensive benefits program that includes:

• Continuing education and leadership development as well as tuition reimbursement
• Generous paid time off (PTO) and paid holidays
• Sabbatical and parental leaves
• Life, dental and vision insurance
• Short- and long-term disability plans
• Nationally recognized preventive health and wellness program
• Section 125 pretax health spending account, dependent care spending account, and premiums
• Retirement planning options with generous company % match
• Eligible for the Public Student Loan Forgiveness (PSLF) program