Guest Services Specialist

Montana Rescue Mission; Billings (MT); On-site; USD 32,000 - 42,000; Full time

Job summary

Montana Rescue Mission in Billings seeks a Guest Services Specialist to welcome shelter guests, manage front desk operations, and help maintain a safe, orderly environment.

The role serves as the primary point of contact, coordinates with staff, communicates shelter rules, and supports daily routines such as meal times and check-ins.

Candidates should bring a high school diploma and experience in customer service or human services, with strong communication and problem‑solving skills.

Qualifications

• High school diploma or equivalent.
• Experience in customer service, human services, or a related field.
• Strong interpersonal and communication skills.

Responsibilities

• Serve as the first point of contact for guests, visitors, and partners.
• Manage front desk check-ins, documentation, and daily logs.
• Monitor guest activity and enforce shelter rules with professionalism.
• De-escalate conflicts and coordinate with staff on referrals.
• Participate in team meetings and training as required.

Skills

Customer service

Interpersonal communication

Front desk operations

Education

High school diploma or equivalent

Job description

Description

JOB TITLE: Guest Services Specialist

REPORTS TO: Shelter Manager

STATUS: Non-Exempt/Full-time

SUMMARY OF POSITION:

The Guest Services Specialist is responsible for providing a safe, welcoming, and well-managed environment for shelter guests. This role serves as the primary point of contact at the front desk and throughout the facility, supporting day-to-day operations, monitoring guest activity, and ensuring adherence to shelter guidelines.

Key Responsibilities:

Guest Interaction & Support

• Serve as the first point of contact for guests, visitors, and community partners
• Provide clear information about shelter rules, schedules, and available services- Build respectful, professional relationships with guests while maintaining appropriate boundaries
• Respond to guest questions, concerns, and conflicts in a calm and solution-focused manner
• Follow up as directed regarding referrals to Federal, State, and local agencies and resources.

Front Desk & Daily Operations

• Manage front desk activities including check-ins, communication, and documentation
• Maintain accurate daily logs, incident reports, and shift notes
• Coordinate communication between shifts and staff to ensure continuity of operations
• Support general shelter operations including meal times, curfews, and daily routines

Safety & Monitoring

• Monitor the facility to ensure a safe and secure environment for all guests and staff
• Enforce shelter policies and expectations consistently and respectfully
• De-escalate conflicts and respond appropriately to crisis situations
• Conduct routine walkthroughs and maintain awareness of guest activity

Collaboration & Team Support

• Work closely with shelter staff and leadership to support guest needs
• Communicate relevant observations or concerns regarding guest behavior or safety
• Participate in team meetings and ongoing training as required

Requirements

SKILLS AND QUALIFICATIONS

Required

• High school diploma or equivalent
• Experience in customer service, human services, or a related field
• Strong interpersonal and communication skills