Guest Services Team Member
hace 2 días
Knoxville
Job Description Position Description Title: Guest Services Team Member (Include Team Member, Navigator, & Hospitality) Department: Programs Reports To: Director of Guest Services Job Classification: Non-Exempt Summary: The Guest Services Team Member serves as a front-line ambassador of KARM’s mission, providing overwhelming 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, navigation of services, and maintaining a calm, respectful atmosphere for individuals experiencing homelessness. The position also supports facility safety and ensure policies, procedures, and standards are consistently followed. Primary Responsibilities: Greet all guests, visitors, and volunteers with warmth, dignity, and respect, modeling overwhelming 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., • Maintain daily and periodic safety checklists., • 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. Required Qualifications • Commitment to the Christian faith and ability to affirm KARM’s Statement of Faith., • 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., • 2–3 years of relevant experience preferred., • CPR and Basic First Aid certification preferred (or willingness to obtain). Working Conditions • Ministry campus 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.