Guest Services and Safety Associate, Glendale

POSITION TITLE:       Guest Services and Safety Associate

REPORTS TO:            Director of Recuperative Care/Operations Manager

LOCATION:              Glendale, California

CLASSIFICATION:      Non-Exempt, Full-Time

HOURLY RATE: $21.00 - $22.00

PERTINENT INFORMATION:

• Work Shift: Buffer: 9:00PM-5:00AM

• This position to be filled as soon as possible

Guest Services Associate

The Guest Services and Safety Associate (GSSA) plays a vital dual role in enhancing the overall guest experience while ensuring a safe and secure environment for all residents, guests, and staff. This position mirrors the responsibilities of the GSA Lead, with an additional focus on safety, security, and emergency response functions. The GSSA will act as a front-line leader for the Guest Services Associates team and serve as a key liaison between departments to support smooth daily operations.

Responsibilities and Initiatives

Guest Experience & Team Leadership

• Collaborate with the Operations Manager to schedule Guest Services Associates to ensure adequate shift coverage.
• Foster a culture of hospitality by ensuring proactive guest engagement and support.
• Lead the implementation and oversight of guest activities; ensure team members are actively involved in enhancing guest experience.
• Delegate tasks to GSA team members in alignment with departmental goals and shift needs; complete shift assignment sheets in collaboration with the Operations Manager.
• Conduct or support shift meetings to communicate daily objectives, staff needs, and critical guest information.
• Provide coaching, feedback, and support to the GSA team; participate in the onboarding and training of new staff.
• Ensure daily logs, shift notes, and incident reports are completed accurately and timely.

Safety & Security

• Serve as the first point of response to potential safety or security incidents within the facility.
• Perform routine facility checks and patrols to identify and address safety hazards or suspicious activity, report findings to the Operations Manager and Director.
• Take lead during emergency evacuations and drills, including fire, severe weather, and lockdown procedures.
• Monitor guest and staff access to restricted areas and enforce visitor protocols.
• Support the enforcement of policies around behavior management and conflict de-escalation using trauma-informed and safety-conscious approaches.
• Collaborate with internal teams (Social Services, Nursing, etc.) to maintain a secure environment that meets the diverse needs of guests.
• Maintain working knowledge of Emergency Action Plans (EAP) and contribute to documentation, training, and compliance efforts.
• Report and document all safety-related incidents according to policy and submit to the Operations Manager for review.

Administrative & Operational Support

• Assist in implementing systems, procedures, and directives to improve guest services and operational efficiency.
• Attend regularly scheduled team meetings, training, and complete all shift handoff documentation.
• Perform general GSA responsibilities as needed to support the team and maintain daily operations.
• Demonstrate flexibility in scheduling, including the ability to work additional shifts to meet facility needs.

Requirements

Qualifications

• High school diploma or equivalent required; some college or vocational training in hospitality, social services, or public safety preferred.
• Minimum 3 years of experience in guest services, security, or a related field.
• Strong leadership, communication, and interpersonal skills.
• Ability to remain calm under pressure and manage emergency situations effectively.
• Experience with conflict resolution and trauma-informed care is a plus.
• Ability to work independently and collaboratively across departments.
• Proficient in Microsoft Office Suite and comfortable with electronic documentation systems.
• Must pass a background check and any required safety/security training.

 Physical Requirements

The duties as described will require frequent standing and walking.  The employee will frequently bend/stop, squat, reach above the shoulders, twist, and turn, kneel, and push/pull. The employee will frequently be required to lift/pull/push/move up to 50 pounds.  Must utilize conversational speech for effective verbal communication.  Noise level is high in some client care areas. 

Benefits

PROGRAMS

National Health Foundation is addressing the social determinants of health using several research-proven strategies. We are targeting Food Access, with an emphasis on increasing the availability of health and fresh foods in under-resourced communities, Housing, with a focus on providing shelter and care for individuals who have been released from the hospital, the Built Environment, prioritizing the removal of the barriers to health in the Historic South Los Angeles community, and Education, with a focus on risk prevention and support for pregnant and parenting teens to complete their education. For further details on the programs, please visit our site at: http://nationalhealthfoundation.org.