Guest Services Manager

Wheeler Mission Ministries; BLOOMINGTON (MN); On-site; USD 40,500 - 49,500; Full time

Job summary

Wheeler Mission Ministries in Bloomington is seeking a Guest Services Manager to lead the Guest Service Coordinators and oversee operations at the Center for Men. Responsibilities include supervising staff, ensuring security, and directing guest support activities.

The ideal candidate has over 2 years of social service experience, strong leadership skills, and familiarity with addiction support. This full-time position requires a commitment to service in a Christ-centered environment.

Qualifications

• 2+ years of Social Service experience.
• One year of team leadership experience including supervision.
• Familiarity with addiction support and mental health issues preferred.

Responsibilities

• Supervise Guest Service Coordinators and manage daily operations.
• Schedule shifts and ensure appropriate coverage.
• Document incidents and maintain security.

Skills

Guest Relations

Conflict Resolution

Emotional Intelligence

De-escalation

Trauma-informed Care

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Mission Tracker Software

Paycom

Job description

Job Details

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

Job Summary

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 dedicated to sharing the Gospel and helping those experiencing homelessness and those in need. The Guest Services Manager is the frontline supervisor of the Guest Service Coordinators (GSCs) at a specific Wheeler program site, leading the team of GSCs, performing administrative responsibilities, ensuring appropriate security, and overseeing intake and daily program needs. This role frequently includes evening and weekend activities and focuses on employee and guest engagement using Biblical guidance.

Key Duties and Responsibilities

Brief description of duties in order of priority.

Leadership Responsibilities

• Provide direct supervision to GSC staff. Meet daily with team members to review guest changes and situations.
• Schedule staff shifts and monitor staff time and attendance to determine appropriate daily coverage.
• Ensure all GSCs follow policies and training requirements; report training needs to supervisor.
• Give frequent feedback and coaching and conduct annual performance reviews.

Administrative Responsibilities

• Participate in daily, weekly, and other regular program meetings.
• Complete paperwork, incident reports, answer emails, and keep on top of required reporting.
• Document data accurately in the database daily and follow up with staff for accountability.
• Meet weekly to discuss concerns or supervisory issues with site leadership.
• Approve time in payroll system.

Site Security Needs

• Schedule security vendor personnel.
• Evaluate performance of security personnel.
• Assess effectiveness of security at the site and communicate needs to management.

Guest Support

• Support intakes through providing guests with rules, a brief tour of the building, bed assignments, and addressing any additional personal needs.
• Manage volunteers by showing them to their area and supervising as necessary.
• Give counsel and guidance to guests as needed, using Scripture as guidance in all situations.
• Participate 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, and acts as the main point of contact for conflict resolution.

Competencies Required

• Adaptability
• Collaboration
• Builds Effective Teams
• Guest/Customer Focus
• Listening
• Delegates
• Emotional Intelligence
• Patience
• Develops Staff
• Compassion
• Solve Problems
• Directs Staff
• Timeliness
• Communicates Effectively
• Multi‑Tasking
• 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.
• Scheduling is at the discretion of the Director and may change at any time; occasional extended hours or different shift schedules may be required.

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, 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

• Walking short distances with the ability to go up and down stairs.
• Physical dexterity sufficient to type and operate standard office equipment.
• Ability to perform normal office functions with 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, which may occur any time after the applicant receives a conditional offer of employment.

Legal Disclaimer

Wheeler Mission Ministries reserves the right to change, add to, or subtract from the duties outlined. This position description is not an employment contract. The employment relationship remains at-will. The aforementioned job requirements are subject to change to reasonably accommodate qualified individuals with disabilities.