Guest Services Manager

Wheeler Mission Ministries; Indianapolis (IN); On-site; USD 41,000 - 50,000; Full time

Job summary

Wheeler Mission Ministries is seeking a Guest Services Manager for the Shelter for Men in Indianapolis, IN. This exempt, full-time role leads Guest Service Coordinators and housekeeping staff, ensuring safety, program needs, and smooth daily operations with a focus on compassionate service.

Responsibilities include supervision, scheduling, policy compliance, data entry, reporting, and collaboration with site leadership.

Qualifications

• 2+ years of Social Service experience and one year of team leadership experience including supervision.
• High School Diploma or GED; familiarity with Wheeler Mission programs and resident needs, including addiction and trauma support.
• Occasional extended hours and/or different shift schedules may be required.

Responsibilities

• Supervise GSC and housekeeping staff; review guest changes and situations daily.
• Schedule staff shifts and monitor attendance for coverage.
• Ensure policy training compliance and provide feedback/coaching; conduct annual reviews.

Skills

Guest Relations

De-escalation

Trauma Informed Care

Mental Health Support

Develops Staff

Problem Solving

Builds Effective Teams

Directs Work

Conflict Resolution

Gives Performance Feedback

Ensures Accountability

Team Leadership

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Mission Tracker Software

PayCom

Job description

Job Details

Level: Experienced, Job Location: Shelter for Men - Indianapolis, IN, Position Type: Full-time (Salary), Education Level: High School Diploma or GED, Salary Range: $45000.00Salary, Travel Percentage: Negligible, Job Shift: Any, Job Category: Nonprofit - Social Services, Position Description

About Wheeler Mission Ministries

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

Employment Information

Exempt/Non-Exempt: Exempt

Reports to: Director of Shelter Operations

Full or Part-time: Full-time

Team: Shelter for Men

Position 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.

Qualifications: Key Duties and Responsibilities

Brief description of duties in order of priority

Leadership Responsibilities

• 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

• 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

• Schedules security vendor personnel
• Evaluates performance of security personnel
• Assess effectiveness of security at the site and communicates needs to management

Guest Support

• 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, the housekeeping staff, as well as volunteers for all shifts. Serves as the main point of contact for conflict resolution.

Competencies Required

• Adaptability
• Collaboration
• Communicates Effectively
• Guest/Customer Focus
• Listening
• Delegates
• Emotional Intelligence
• Patience
• Develops Staff
• Problem Solving
• Builds Effective Teams
• Directs Work
• Conflict Resolution
• Gives Performance Feedback
• Ensures Accountability

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 Pay Com.

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.