Guest Services Manager

Job DetailsLevel: EntryJob Location: Center for Men - Bloomington - BLOOMINGTON, IN 47404Position Type: Full-time (Salary)Education Level: High School Diploma or GEDSalary Range: $45,000.00 SalaryTravel Percentage: NoneJob Shift: AnyJob Category: Nonprofit - Social ServicesPosition 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 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

QualificationsKey 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.

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

Gives Performance Feedback

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

De-escalation, Trauma Informed Care, Mental Health Support
Complete 3 courses in Wheeler Program curriculum (ex. OSHA certification) and 3 additional courses within 3 years.

Technical/Software Knowledge

Basic Proficiency in Microsoft Office Suite, including email and Word, Excel and PowerPoint.
Basic Proficiency in Mission Tracker Software and Paycom.

Mission Alignment

Belief in the inerrancy of the Holy Bible

Adherence to WM Employee Policies

Alignment with WM Core Values

Christ-Centered Purpose

Faithful Stewardship

Excellence

Grace and Truth

Physical Requirements

To perform the essential job functions of this position, with reasonable accommodations, a candidate must be capable of performing many physical functions including:

Walking short distances with the ability to walk up and down stairs
Physical dexterity sufficient to type and operate standard office equipment
Physical ability to perform normal office functions with the endurance to remain standing for long periods of time
Strength to lift office supplies and equipment up to 50 pounds

Other Requirements for Employment

Conflict of Interest Policy

Confidentiality Policy

Post-offer acceptable background check required for all positions
1+ years of sobriety
All employees must sign and adhere to WM Drugs and Alcohol policy and remain free from addiction to drugs or alcohol and illegal drug use. Candidates must submit to and pass a drug and/or alcohol test. This drug and/or alcohol testing may occur any time after the applicant receives a conditional offer of employment.

Disclaimer: Although WMM has attempted to accurately and thoroughly describe this position, WMM reserves the right to change the same, including to change, add to or subtract from the duties outlined, within the sole discretion of WMM, at any time, with or without advance notice. This position description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This position description is not an employment contract, implied or otherwise. The employment relationship remains “at-will.” The aforementioned job requirements are subject to change to reasonably accommodate qualified individuals with disabilities