Guest Services Manager

Position Description

Wheeler Mission Ministries is a privately funded 501(c)3 non-profit, evangelical Christian ministry whose designated purpose is religious. We are a Christ-centered ministry which is dedicated to sharing the Gospel and helping those experiencing homelessness and those in need. Wheeler Mission Ministries considers every position one of ministry and a vital and valued part of our team. Therefore, it is essential that all employees of Wheeler Mission Ministries have a personal relationship with Jesus Christ and subscribe to our Mission, Vision, Statement of Faith, Core Values, and Qualifications for Employment upon hire and continuously while employed. Employees are encouraged and expected to share the Gospel as opportunities arise.

Job Title: Guest Services Manager	Exempt/Non-Exempt: Exempt
Reports to: Director of Shelter Operations	Full or Part-time: Full-time
Team: Shelter for Men

Position Summary:

The Guest Services Manager is the frontline supervisor of the Guest Service Coordinators (GSCs) and Housekeeping Associates at a specific Wheeler program site, including leading the team of GSCs and Housekeeping Associates, performing administrative responsibilities, ensuring security is appropriate for the site and overseeing intake and daily program needs. As a servant leader, the Guest Services Manager focuses on employee and guest engagement and appropriately problem solves issues, using Biblical direction and guidance. This role frequently includes evening/weekend activities.

Qualifications

Key Duties and Responsibilities

Brief description of duties in order of priority

Leadership Responsibilities: Oversees all GSCs and Housekeeping Associates in the facility.

• Provide direct supervision to GSC and housekeeping staff. Meets daily with team members to review any guest changes and situations that need to be addressed.
• Schedules staff shifts and monitors staff time and attendance to determine appropriate daily coverage.
• Ensure all GSCs and housekeeping associates follow policies and training requirements, reporting to supervisor any training needs.
• Gives frequent feedback and coaching and conducts annual performance reviews.

Administrative Responsibilities: Regular administrative duties include:

• Participates in daily, weekly, and other regular program meetings.
• Completes paperwork, incident reports, answers email, and keeps on top of required reporting. Ensures that all data is documented accurately in the database daily and follows up with staff to ensure accountability.
• Meets weekly to discuss concerns or supervisory issues with site leadership
• Approves time in payroll system

Site Security Needs: Coordinates site security needs which include:

• Schedules security vendor personnel
• Evaluates performance of security personnel
• Assesses effectiveness of security at the site and communicates needs to management

Guest Support: As necessary, supports residents and programs at the site which includes:

• Supporting intakes through providing guests with rules, a brief tour of the building bed assignments, and addressing any additional personal needs of guests
• Managing volunteers through showing them to their area and supervising as necessary
• Gives counsel and guidance to guests as needed, using Scripture as guidance in all situations
• Participates in planning nightly activities for guests and may supervise activities
• Mediates disputes when necessary and records incidents

REPORTING RELATIONSHIPS:

This position serves as team lead for the GSC I and II roles, the housekeeping staff, as well as volunteers for all shifts. Serves as the main point of contact for conflict resolution.

Competencies Required
Adaptability	Collaboration	Communicates Effectively
Guest/Customer Focus	Listening	Delegates
Emotional Intelligence	Patience	Develops Staff
Problem Solving	Builds Effective Teams	Directs Work
Conflict Resolution	Gives Performance Feedback	Ensures Accountability
MINIMUM QUALIFICATIONS:
Education/Experience: 2+ years of Social Service experience. One year of team leadership experience including supervision. High School Diploma or HSE Familiarity with the Wheeler Mission program focus and our residents’ experience, including addiction support, mental health issues, and trauma support, strongly preferred. The Guest Services Manager is usually assigned between the first and second shifts of the day. Schedule assignments are at the discretion of the Director and may change at any time with or without advance notice. Some scheduling flexibility is permitted at the discretion of the Director. Occasional extended hours and/or working different shift schedules may be required as job duties and guest census demands.
Required Knowledge Areas for Success: Guest Relations <