Guest Relations Specialist

The Institute for Human Services (IHS) is Hawaii's leading and most comprehensive human services agency dedicated to ending and preventing homelessness. With over 45 years of experience, IHS has been at the forefront of developing and implementing innovative, tailored solutions for individuals and families in crisis. The organization provides a full continuum of care designed to meet the complex needs of those experiencing homelessness. This includes emergency shelters, housing programs, health services, employment assistance, and outreach initiatives throughout Hawaii. IHS's dedication to compassionate and effective service delivery has positioned it as a key community resource, supporting vulnerable populations in a holistic manner.

The role of Guest Relations Specialist at IHS is critical in creating a welcoming and hospitable environment for all guests and visitors. This position functions as the first point of contact within the shelter and service areas, embodying the spirit of Ho'okipa, which means hospitality in Hawaiian culture. The Guest Relations Specialist greets and attends to all visitors, guests, and staff in a professional, warm, and friendly manner, ensuring that everyone feels respected and supported upon arrival. Beyond greeting, the specialist provides important administrative support to facilitate the timely and efficient delivery of services offered by IHS.

Starting at $17.50 hourly, with compensation dependent on experience, this position embodies strong customer service principles aligned with the mission, vision, and values of IHS. The specialist acts as a concierge by informing guests about IHS’s wide range of services, including shelter availability, service times and locations. They also assist guests in navigating resources both internally and from external providers to help address barriers to housing and basic living needs.

The Guest Relations Specialist is responsible for conducting guest intake and exit procedures, explaining service rights and responsibilities, and ensuring accurate data entry using key databases such as SAMi and HMIS. This role requires collaboration with various program staff and external partners to ensure consistent and effective service delivery. Candidates should have a strong understanding of homelessness and associated challenges, including mental health and substance abuse issues. Excellent communication, interpersonal, and conflict resolution skills are crucial, along with integrity, patience, and a flexible mindset to thrive in a fast-paced, often ambiguous environment.

Working hours are varied and include evenings, weekends, and holidays, reflecting the needs of the organization and the population served. Candidates must be prepared to work shifts that start early in the morning or in the afternoon and end late in the evening. As an equal opportunity employer, IHS is committed to maintaining a drug and alcohol-free workplace and proudly supports national service members. This role offers the chance to join a respected agency that truly makes a difference in the lives of individuals experiencing homelessness across Hawaii.