Guest Services Manager

Wheeler Mission Ministries•Bloomington, IN

1d•$45,000 - $0•Onsite

About The Position

Wheeler Mission Ministries is a privately funded 501(c)3 non-profit, evangelical Christian ministry dedicated to sharing the Gospel and helping those experiencing homelessness and those in need. Every position is considered one of ministry and vital to the team. Employees must have a personal relationship with Jesus Christ and subscribe to the ministry's Mission, Vision, Statement of Faith, Core Values, and Qualifications for Employment. Employees are encouraged to share the Gospel as opportunities arise. The Guest Services Manager is the frontline supervisor of the Guest Service Coordinators (GSCs) at a specific Wheeler program site. This role involves leading the GSC team, performing administrative responsibilities, ensuring appropriate site security, and overseeing intake and daily program needs. As a servant leader, the Guest Services Manager focuses on employee and guest engagement, problem-solving using Biblical direction, and frequently participates in evening/weekend activities.

Requirements

2+ years of Social Service experience.
One year of team leadership experience including supervision.
High School Diploma or HSE.
Basic Proficiency in Microsoft Office Suite, including email and Word, Excel and PowerPoint.
Basic Proficiency in Mission Tracker Software and Paycom.
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.
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.

Nice To Haves

Familiarity with the Wheeler Mission program focus and our residents’ experience, including addiction support, mental health issues, and trauma support, strongly preferred.
Complete 3 courses in Wheeler Program curriculum (ex. OSHA certification) and 3 additional courses within 3 years.

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.
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.
Coordinates site security needs, including scheduling security vendor personnel, evaluating their performance, and assessing the effectiveness of site security, communicating needs to management.
Supports residents and programs at the site, including supporting intakes by providing guests with rules, a brief tour of the building, bed assignments, and addressing personal needs.
Manages volunteers by showing them to their area and supervising as necessary.
Gives counsel and guidance to guests as needed, using Scripture as guidance.
Participates in planning nightly activities for guests and may supervise activities.
Mediates disputes when necessary and records incidents.
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.