Guest Services Lead – 24/7 Shelter Operations

Guest House of Milwaukee, Inc.; Milwaukee (WI); On-site; USD 42,000 - 54,000; Full time

Job summary

Guest House of Milwaukee, Inc. seeks a Guest Services Lead to provide hands-on leadership across our 24/7 shelter operations, coaching staff and ensuring trauma-informed service.

You will partner with the Director of Guest Services to reinforce expectations, coordinate staffing, and elevate guest outcomes through consistent communication, documentation, and crisis support. This role is a great step in leadership while staying connected to day-to-day work serving guests, with opportunities to

Qualifications

• 2 years of experience in direct service or related human services environment.
• Associate degree in human services or comparable mix of education and experience.
• Proficiency in Guest Services II and Shift Lead–level responsibilities.
• Experience providing trauma-informed care, peer support, de-escalation, and crisis intervention.
• Experience in recovery-oriented, low-barrier, or Housing First service models.
• Experience supporting individuals experiencing homelessness, mental health conditions, and/or substance use disorders.
• Ability to perform essential job functions with or without reasonable accommodation.

Responsibilities

• Provide leadership, coaching, and day-to-day guidance to Guest Services staff.
• Promote consistent, trauma-informed guest services across shifts.
• Support staff in navigating complex guest situations, de-escalation, crises, and service needs.
• Reinforce agency values, professional expectations, residence rules, and established procedures.
• Review documentation for accuracy, timeliness, and quality and coach staff when improvements are needed.
• Monitor safety practices, identify concerns, and partner with the Director to address risks.
• Train and onboard new team members and support ongoing staff development.
• Help coordinate staffing assignments, short-term coverage needs, and communication across shifts.
• Identify operational gaps and work with the Director to improve processes and service delivery.
• Support the coordination and effectiveness of specialized assignments and services, including Food Services, Pathways, and Elder Justice support.
• Provide staff with constructive feedback and elevate significant performance or employee concerns to the Director.
• Participate in a rotating on-call schedule to support continuous facility operations.

Skills

Communication skills

Leadership

Coaching staff

Crisis management

Problem-solving

Time management

Education

Associate degree in human services

Tools

Microsoft Office (Word, Excel)

Job description

Guest House of Milwaukee, Inc. seeks a Guest Services Lead to provide hands-on leadership across our 24/7 shelter operations, coaching staff and ensuring trauma-informed service.

You will partner with the Director of Guest Services to reinforce expectations, coordinate staffing, and elevate guest outcomes through consistent communication, documentation, and crisis support. This role is a great step in leadership while staying connected to day-to-day work serving guests, with opportunities to