Guest Services Team Member - Men's Guest Services

Knox Area Rescue Ministries; Knoxville (TN); On-site; USD 36,000 - 48,000; Full time

Job summary

KARM in Knoxville, TN is seeking a Guest Services Team Member to welcome guests, volunteers, and staff with warmth and respect. The role focuses on hospitality, intake support, safety, and crisis de-escalation, while upholding trauma-informed practices in a shelter environment.

This position requires Christian values, calm leadership in stress, and strong interpersonal skills. It offers a path to serving those experiencing homelessness within a mission-driven ministry.

Qualifications

• 2–3 years of relevant experience preferred.
• CPR and Basic First Aid certification preferred.
• Ability to work in a shelter environment with vulnerable individuals.
• Strong written and verbal communication skills.

Responsibilities

• Greet guests, volunteers, and staff with warmth and respect.
• Assist with guest intake, orientation, and bed/locker assignments.
• Maintain a safe, calm, and welcoming environment in common areas.
• Provide navigation to internal programs and staff resources.
• De-escalate conflicts and respond to crisis situations.
• Document logs and case notes accurately; complete incident reports as needed.

Skills

Interpersonal skills

Communication

De-escalation

Trauma-informed

Compassion

Boundary setting

Teamwork

Independent work

Education

CPR certification

First Aid certification

Tools

Microsoft Office

Administrative software

Job description

Job Description:The Guest Services Team Member serves as a front-line ambassador of KARM’s mission, providing biblical hospitality while ensuring a safe, orderly, and welcoming environment for guests, volunteers, and staff. This role focuses primarily on Guest Services and Hospitality, including guest intake support, daily engagement, service navigation, and maintaining a calm, respectful atmosphere for individuals experiencing homelessness. The position also supports facility safety and ensures consistent adherence to policies, procedures, and standards.Who you are:Christ CenteredAbility to demonstrate Christian values through actions, communication, and service.Ability to remain calm and provide leadership in high-stress or crisis situations.Strong interpersonal, communication, and relational skills.Ability to show compassion while setting appropriate limits and boundaries.Basic understanding of mental illness, addiction, and substance use disorders, trauma, abuse, and poverty.Ability to safely de-escalate tense or potentially harmful situations.Ability to work independently and as part of a team.Working knowledge of Microsoft Office and basic administrative systems.What you’ll do (just the basics):Greet all guests, visitors, and volunteers with warmth, dignity, and respect, modeling biblical hospitality.Assist with guest intake and re-admission, including:Orientation to campus and expectationsBed and locker assignmentsExplanation of daily routines, rules, and available programsHelp maintain a safe, calm, and welcoming environment in common areas, dorms, courtyards, and entrances.Provide basic navigation support, connecting guests to internal programs, schedules, and appropriate staff resources.Assist with:Daily bed managementClass schedules and activity coordinationLaundry assignments and oversightClothing closet and temporary bag storageMaintain accurate documentation, logs, and basic case notes as required.Respond to guest needs with compassion, healthy boundaries, and mature judgment.De-escalate conflicts and respond to crisis situations using trauma-informed and safety-focused practices.Offer spiritual encouragement through listening, prayer, and biblical consolation as appropriate.Represent KARM with professionalism and integrity to guests, donors, volunteers, and partner agencies.Safety, Security & Facility Support Responsibilities:Perform regular rounds to ensure guests, staff, and facilities remain safe and secure.Monitor assigned areas (dorms, courtyards, entrances, common spaces) for policy compliance and safety concerns.Identify facility issues and report concerns promptly to supervisors or Facilities staff.Complete incident reports accurately and in a timely manner.Respond appropriately to emergencies, including after-hours situations when scheduled.Assist in maintaining clean, orderly, and hazard-free environments in partnership with the Facilities team.Support enforcement of policies and procedures with consistency, fairness, and respect.Administrative & Team Responsibilities:Coordinate and communicate effectively with Guest Hospitality, Programs, Facilities, and Security-related staff.Participate in meetings, trainings, and special events as required.Maintain professionalism, flexibility, and teamwork in a dynamic ministry environment.Perform other duties as assigned to support the mission and daily operations of KARM.Education/Experience:2–3 years of relevant experience preferred.CPR and Basic First Aid certification preferred (or willingness to obtain).Working Conditions:Shelter environment serving individuals experiencing homelessness.Exposure to emotionally intense or crisis-oriented situations requiring compassion and discernment.Regular walking, standing, bending, stooping, and minimal lifting.Occasional travel between KARM facilities and attendance at special events.