Guest Services Manager

Wheeler Mission; Indianapolis (IN); On-site; USD 45,000 - 65,000; Full time

Job summary

Wheeler Mission Ministries in Indianapolis, IN is seeking a Guest Services Manager to lead the Guest Service Coordinators and housekeeping staff at a Wheeler program site. You will oversee daily intake, guest engagement, and program needs, while ensuring security and compliance with policies.

As a servant leader, you will provide coaching, schedule shifts, and support residents with compassion, using scriptural guidance. Occasional evenings and weekends are required.

Qualifications

• 2+ years of Social Service experience.
• One year of team leadership experience including supervision.
• High School Diploma or HSE.
• Familiarity with Wheeler Mission program focus and residents’ experiences, including addiction support, mental health issues, and trauma support.

Responsibilities

• Oversees all GSCs and Housekeeping staff in the facility.
• Provide direct supervision to GSC and housekeeping staff.
• Schedule staff shifts and monitor attendance for daily coverage.
• Ensure staff follow policies and training; report training needs.
• Conduct performance reviews.
• Assist with intake and guest services, including tours and bed assignments.
• Coordinate site security needs and supervise security personnel.
• Support residents and programs, including planning nightly activities.
• Mediates disputes and records incidents.

Skills

Team leadership

Staff supervision

Communication

De-escalation

Trauma-informed care

Problem solving

Education

High School Diploma or HSE

Tools

Microsoft Office

Mission Tracker Software

Pay Com

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 Services ManagerExempt/Non-Exempt: ExemptReports to: Director of Shelter OperationsFull or Part-time: Full-timeTeam: Shelter for MenPosition Summary:The Guest Services Manager is the frontline supervisor of the Guest Service Coordinators (GSCs) and Housekeeping Associates at a specific Wheeler program site, including leading the team of GSCs and Housekeeping Associates, 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.Key Duties and ResponsibilitiesBrief description of duties in order of priorityLeadership Responsibilities: Oversees all GSCs and Housekeeping Associates in the facility.Provide direct supervision to GSC and housekeeping 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 and housekeeping associates 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 leadershipApproves time in payroll systemSite Security Needs: Coordinates site security needs which include:Schedules security vendor personnelEvaluates performance of security personnelAssesses effectiveness of security at the site and communicates needs to managementGuest 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 guestsManaging volunteers through showing them to their area and supervising as necessaryGives counsel and guidance to guests as needed, using Scripture as guidance in all situationsParticipates in planning nightly activities for guests and may supervise activitiesMediates disputes when necessary and records incidentsREPORTING RELATIONSHIPS:This position serves as team lead for the GSC I and II roles, the housekeeping staff, as well as volunteers for all shifts. Serves as the main point of contact for conflict resolution.Competencies RequiredAdaptabilityCollaborationCommunicates EffectivelyGuest/Customer FocusListeningDelegatesEmotional IntelligencePatienceDevelops StaffProblem SolvingBuilds Effective TeamsDirects WorkConflict ResolutionGives Performance FeedbackEnsures AccountabilityMINIMUM QUALIFICATIONS:Education/Experience:2+ years of Social Service experience. One year of team leadership experience including supervision.High School Diploma or HSEFamiliarity 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 RelationsDe-escalation, Trauma Informed Care, Mental Health SupportComplete 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 Pay Com.Mission 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 type and operate standard office equipmentPhysical ability to perform normal office functions with the endurance to remain standing for long periods of timeStrength to lift office supplies and equipment up to 50 poundsOther Requirements for EmploymentConflict of Interest PolicyConfidentiality PolicyPost-offer acceptable background check required for all positions1+ years of sobrietyAll 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.