Guest Service Coordinator I

Wheeler Mission Ministries; Indianapolis (IN); On-site; USD 32,000 - 42,000; Full time

Job summary

Wheeler Mission Ministries seeks a Guest Service Coordinator I to support shelter guests and staff. The role includes welcoming guests, checking in/out, guiding through procedures, and assisting with meals and events.

This full-time, non-exempt position reports to the Guest Services Manager and requires a willingness to work varied shifts, uphold WM policies, and demonstrate compassion and teamwork in a faith-based environment.

Qualifications

• 1+ years of successful, recent work experience.
• Willing to work evening/weekend shifts as needed.
• Familiarity with basic software systems for WM operations.

Responsibilities

• Assists with daily operation of programs and creates a welcoming environment.
• Checks guests in and out using guest software and informs staff of non-returning guests.
• Provides guests with guidance using approved techniques and scripture.
• Monitors meals and ensures daily tasks are completed.
• Helps supervise nightly activities and mediates disputes when needed.
• Greets volunteers, directs them, and supports event activities.
• Performs administrative tasks and required reporting.

Skills

Adaptability

Collaboration

Guest Focus

Listening

Emotional Intelligence

Patience

Compassion

Conflict Resolution

Timeliness

Communication

Education

High school diploma or GED

Tools

Microsoft Office

Mission Tracker Software

Job description

Position DescriptionWheeler 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 Service Coordinator I (GSC)Exempt/Non-Exempt: Non-ExemptReports to: Guest Services ManagerFull or Part-time: Full-timeTeam: Shelter for MenPosition Summary: The Guest Services Coordinator (GSC) provides services of care for shelter guests assigned to them during their residency at Wheeler Mission and general guest support. This includes assisting the GSC II and GSC Ill with evening/weekend activities as assigned.Key Duties and ResponsibilitiesBrief description of duties in order of priorityResident Support: Assists with the daily operation of programs and creates a welcoming environment. Daily the GSC:Checks guests in and out using guest software, in accordance with Wheeler policies and procedures. Inform staff of any guests not returning through written form.Provides guests with guidance when needed and appropriate, using approved techniques and scripture.Assists with monitoring meals, ensuring that assigned daily tasks are complete.Collaborates with other staff in facilitating nightly activities for the guests and supervises these activities.As appropriate to role, mediates disputes and records the incidents leaving this information for the Director and other program staff.Greets volunteers, showing them to their volunteer area and providing supervision as needed.Assists with special events and other program duties as assigned.Administrative Responsibilities: Performs a variety of administrative tasks to support the program operations Regular administrative duties include:Meets daily with team members and supervisor to review any guest changes and situations that need to be addressed.Participates in daily, weekly and other regular program meetings.Completes paperwork, incident reports, answers email, and keeps on top of required reporting.REPORTING RELATIONSHIPS:This position has no direct reports but may be asked to assist in the supervision of program guests and volunteers.Competencies RequiredUnique for this jobUnique for this jobAdaptabilityCollaborationGuest/Customer FocusListeningEmotional IntelligencePatienceCompassionConflict ResolutionTimelinessCommunicates EffectivelyMINIMUM QUALIFICATIONS:Education/Experience:1+ years of successful, recent work experience, demonstrating dependability and a strong work ethic.Ability to be flexible for different shifts, work hours, or occasional weekends as needed. The GSC position is staffed 24 hours a day and shifts may change at the discretion of the Director. On occasion, the role may have extended hours or overtime as the guest census requires.Verbal communication skills to communicate effectively with others, and written communication skills to read, write, and interpret written documents that are essential to the role.A high school diploma, GED or be willing to work toward HSE in the first year of employment.Demonstrated desire to learn, grow and develop in previous roles and situations.Demonstrated ability to learn software systems that support role and WM operations.1+ years general experience in a non-profit program department, preferred.Familiarity with the Wheeler Mission program focus and our residents’ experience, including addiction support, mental health issues, and trauma support, strongly preferred.Required Knowledge Areas for Success (may be developed on the job):Guest RelationsDe-escalation, Trauma Informed Care, Mental Health SupportTechnical/Software Knowledge:Basic Proficiency in Microsoft Office Suite, including email and WordBasic Proficiency in Mission Tracker Software and Pay ComMission Alignment:Belief in the inerrancy of the Holy BibleAdherence to WM Employee PoliciesAlignment with WM Core Values:Christ-Centered PurposeFaithful StewardshipExcellenceGrace and TruthPhysical 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 stairsPhysical dexterity sufficient to operate standard office equipmentPhysical ability to perform normal office functions including sitting for prolonged periods of time and the endurance to remain standing for prolonged periods of timeStrength to lift office supplies and equipment up to 20 pounds.Shift Differentials:GSCs working between 5:00pm-11:00pm receive a $1.00 per hour pay differentialGSCs working between 11:00pm-7:00am receive a $2.00 per hour pay differentialPay Incentives:GSCs may also earn and an additional $0.50 per hour pay increase upon completion of our SkillBridge training programOther Requirements for EmploymentConflict of Interest PolicyConfidentiality PolicyPost offer acceptable background check required for all positionsAll employees must sign and adhere to WM Drugs and Alcohol policy and remain free from addiction to drugs or alcohol. 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.