Job Title: Guest Relations Specialist

Position Type: Part-Time

Reports to: Director of Community Engagement

ABOUT BROAD STREET LOVE:
Broad Street Love (BSL) is an organization that helps Philadelphians living in deep poverty stabilize their lives through a unique offering of meals and social services that is welcoming to everyone. Our long-term vision is not only to meaningfully reduce the trauma and suffering caused by scarcity for Philadelphia’s most vulnerable populations, but, along with best-of-class social services and government partners, to break the cycle of poverty, homelessness and hunger in Philadelphia.

POSITION SUMMARY:
The Guest Relations Specialist provides a welcoming, professional presence for all staff, guests, volunteers, and community partners entering the building. This role supports daily operations by managing the flow of individuals throughout the facility, assisting with wayfinding, and helping ensure a safe, respectful, and orderly environment.

Guest Relations Specialists monitor activity throughout the building, respond to questions and concerns, de-escalate situations when appropriate, and serve as the first point of contact during incidents or emergencies until additional support arrives. While this is not a security position, it plays an important role in maintaining the safety, well-being, and positive experience of everyone in the building through visibility, communication, and proactive engagement.

Duties and Responsibilities

• Learn and apply the principles of radical hospitality, trauma-informed care, person-centered crisis intervention, and restorative boundary setting to support de-escalation efforts and collaborate effectively with the broader social services team.
• Communicate regularly with social services, restorative services, and other team members to support safety, guest well-being, and effective program flow.
• Collaborate with team members to implement, evaluate, and improve procedures and protocols related to guest flow and building operations.
• Monitor the building to promote safety and identify potential concerns by building rapport with guests, volunteers, staff, and other stakeholders, while observing for signs of escalation, wellness needs, or crisis.
• Maintain records of guests who require individualized de-escalation strategies or accommodations, and collaborate with the de-escalation team to develop creative, person-centered intervention plans.
• Accurately document incidents occurring within the building, including behavioral health crises, medical emergencies, conflicts, and any interventions provided or emergency services contacted.
• Provide a warm, hospitable welcome and assistance to guests, volunteers, community partners, and other visitors, regardless of whether they are receiving services.
• Partner with the Concierge team to communicate guest needs, coordinate support, and ensure a seamless guest experience.
• Provide safety and operational support during weekly hygiene truck distributions by helping maintain order, managing participant flow, and responding to issues as they arise.
•  Share relevant observations and insights with the broader team regarding guest needs, behavioral patterns, community trends, and changes in service demand to support coordinated care.
• Be available to work occasional overtime for special events with advance notice.
• Perform other duties and responsibilities as assigned.

QUALIFICATIONS AND SKILLS

• Preferred: One or more years of experience working in a drop-in social services setting.
• Demonstrated ability to verbally de-escalate challenging situations in a professional, volunteer, or personal capacity.
• Experience working with individuals experiencing mental health conditions and substance use disorders.
• Willingness and ability to participate in training on trauma-informed care, de-escalation techniques, and other topics that enhance knowledge and practice.
• Willingness to complete training in overdose response, including naloxone administration, as well as First Aid and CPR.

OTHER:

Broad Street Love does not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, criminal record, or any other status protected under federal, state, or local law.  Broad Street Love believes that diversity and inclusion among our staff is critical to our success as a community services organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

This position is located at Broad Street Love, 315 S. Broad Street.  

Compensation: $20/hour

To apply for this position, please send your resume to: employment@broadstreetlove.org. Indicate “Guest Relations Specialist” in the subject line of your email.

Posted 7/21/2026