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 Centered
• Ability 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 expectations
• Bed and locker assignments
• Explanation of daily routines, rules, and available programs
• Help 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 management
• Class schedules and activity coordination
• Laundry assignments and oversight
• Clothing closet and temporary bag storage
• Maintain 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.