Guest Relations Specialist

The Institute for Human Services (IHS) is Hawaii's most comprehensive human services agency dedicated to ending and preventing homelessness. For over 45 years, we've been at the forefront of creating tailored solutions for those in crisis, offering a continuum of care that includes emergency shelters, housing programs, health services, employment assistance, and outreach.

The Guest Relations Specialist facilitate a shelter environment of Ho’okipa (hospitality) for all guests and visitors of IHS. This position greets and attends to all guests, visitors and staff of IHS in a professional, warm and welcoming manner. The Guest Relations Specialist provides timely administrative support to facilitate the delivery of services to guests of IHS.

1. Demonstrate excellent customer service consistent with the standards contained in the Vision, Mission, and Values of the organization.
2. As concierge, assists guests with basic information about IHS’s menu of services, service times and locations, and how to access resources from other providers (both on and off site) available to the guest that addresses his/her basic living needs and barriers to housing.
3. Receive and greet visitors and guests, direct as appropriate while demonstrating professional courtesy, discretion and maintaining confidentiality at all times; Courteously answer phones, provide information, take accurate messages and direct calls as appropriate for all departments and guests.
4. Complete guest intakes and exits, inform guests of all services provided by IHS and explain their rights and responsibilities while at the shelter or designated service site; accurately enter data into SAMi and HMIS, including using the VI-SPDAT as part of Coordinated Entry.
5. Work collaboratively with respective IHS program staff and outside partners to ensure the consistent delivery of services to guests.

1. Knowledge of homelessness and the issues associated with it; mental health and substance abuse issues.
2. Strong interpersonal, verbal and written communication skills with an emphasis on conflict resolution.
3. Excellent people, customer service and phone skills.
4. Possess personal qualities of integrity, patience and commitment to mission.
5. Flexible and able to multitask; can work within an ambiguous, fast-moving environment.

1. High School diploma or GED equivalent.
2. One year of direct/customer service related experience or receptionist experience in busy office setting; experience working with disenfranchised or medically fragile population.
3. Good computer skills; able to navigate google email, Microsoft applications and databases.

Hours include some evenings, weekends and holidays. Hours and days may vary based on the needs of the organization. Must be available to work one or more of the following shifts, including weekends and holidays, as scheduled:

• 6:00 AM - 2:30 PM

• 2:00 PM - 10:30 PM

IHS is an Equal Opportunity Employer, maintains a Drug and Alcohol-free Workplace, and is proud to be an employer of national service.