Guest Services Manager

## Description

**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.*

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| **Job Title:** Guest Services Manager | **Exempt/Non-Exempt:** Exempt |

| **Reports to:** Director of Community Engagement & Services | **Full or Part-time:** Full-time |

| **Team:** Center for Men - Bloomington | |

**Position Summary:**

The Guest Services Manager is the frontline supervisor of the Guest Service Coordinators (GSCs) at a specific Wheeler program site, including leading the team of GSCs, 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 in the facility.

• Provide direct supervision to GSC 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 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 as well as volunteers for all shifts. Serves as the main point of contact for conflict resolution.
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• | Competencies Required | | |
• | **Unique for this job** | **Unique for this job** | **For managers of people** |
• | Adaptability | Collaboration | Builds Effective Teams |
• | Guest/Customer Focus | Listening | Delegates |
• | Emotional Intelligence | Patience | Develops Staff |
• | Compassion | Solves Problems | Directs Staff |
• | Timeliness | Builds Effective Teams | Communicates Effectively |
• | Communicates Effectively | Multi-Tasking | Solves Problems |
• | Conflict Resolution |