Manager of Guest Services

Catholic Charities of Madison, Wisconsin; Madison (WI); On-site; USD 61,000 - 75,000; Full time

Benefits offered by this job

Accident, Critical Illness & Hospital

HSA/FSA

403(b) Retirement Plan with 6% match

Employee Referral Program

Job summary

Catholic Charities of Madison seeks a Manager of Guest Services to lead The Beacon, Dane County's daytime resource center for individuals experiencing homelessness. The role drives guest services excellence, supervises frontline staff, and ensures a welcoming, safe environment for hundreds yearly.

The position requires strong leadership, budget awareness, and collaboration with program partners. A Bachelor's in a related field is preferred, with at least three years in staff supervision and

Qualifications

• Minimum 3 years of staff supervision and management experience.
• Valid driver's license with an acceptable driving record.
• Strong leadership, communication, and problem-solving skills.
• Ability to build positive relationships with staff, guests, volunteers, and community partners.

Responsibilities

• Lead and develop a high-performing Guest Services team with staffing and payroll oversight.
• Oversee daily shelter operations and guest services, ensuring policies are followed.
• Support guest feedback initiatives and address grievances and service appeals.
• Manage facility safety, security, and budget stewardship; coordinate with partners.

Skills

Staff supervision

Leadership

Communication

Problem-solving

Education

Bachelor's degree in Social Work, Counseling, Human Services, or related field

Job description

The Beacon | Catholic Charities of Madison

Full-Time | Starting at $68,000 annually (commensurate with experience)

Lead with Purpose. Serve with Compassion. Make a Difference Every Day.

At Catholic Charities, the heart of our mission is to demonstrate Christ's love and justice by caring in faith for the human family. We transform lives by serving and employing people of all backgrounds.

We're seeking a Manager of Guest Services to lead the day-to-day operations of The Beacon, Dane County's comprehensive daytime resource center for individuals experiencing homelessness. This leadership role is responsible for overseeing guest services operations, supervising frontline staff, maintaining a safe and welcoming environment, and ensuring high-quality service delivery for hundreds of guests each year.

If you're a compassionate leader who thrives in a fast-paced human services environment and wants your work to have a direct impact on the community, we'd love to hear from you.

What You'll Do

Lead and Develop a High-Performing Team

• Recruit, onboard, supervise, and support Guest Services staff.
• Provide coaching, feedback, and professional development opportunities.
• Create and manage staffing schedules and payroll processes.
• Lead team meetings and ensure effective communication across staff.

Oversee Daily Operations

• Coordinate and supervise daily shelter operations and guest services.
• Ensure policies and procedures are followed consistently and effectively.
• Collaborate with program leaders, volunteers, and community partners.
• Monitor facility safety, security, and operational effectiveness.
• Assist with reporting, data collection, and program outcomes.

Support Exceptional Guest Services

• Lead guest feedback and focus group efforts to improve services.
• Respond to guest grievances and service appeals.
• Serve as a backup to frontline staff when needed.
• Monitor program expenditures and ensure responsible use of resources.

Manage Facility and Safety Needs

• Help ensure the facility remains clean, well-stocked, safe, and welcoming.
• Coordinate building maintenance and repair requests.
• Supervise contracted security services.
• Monitor program expenses and support budget stewardship.

What We're Looking For

Required Qualifications

• Minimum 3 years of staff supervision and management experience.
• Valid driver's license with an acceptable driving record.
• Strong leadership, communication, and problem-solving skills.
• Ability to build positive relationships with staff, guests, volunteers, and community partners.

Preferred Qualifications

• Bachelor's degree in Social Work, Counseling, Human Services, or a related field (or equivalent experience).
• At least 2 years of experience working in homelessness services, mental health, substance use services, or related human services settings.

Key Strengths

• Compassion for individuals experiencing homelessness, trauma, mental health challenges, and substance use disorders.
• Strong organizational and project management skills.
• Excellent written and verbal communication abilities.
• Sound judgment, adaptability, and critical thinking.
• Experience working collaboratively in dynamic, mission-focused environments.

We offer a comprehensive benefits package that includes:

Accident, Critical Illness & Hospital Indemnity Coverage

Flexible Spending Accounts (FSA) & Health Savings Account (HSA)

403(b) Retirement Plan with 6% employer match after one year

Employee Referral Program

Why Join Catholic Charities?

This is more than a management position. It's an opportunity to help shape a welcoming, safe, and responsive environment for some of our community's most vulnerable neighbors while leading a dedicated team committed to service, dignity, and hope.

Every day, you'll have the opportunity to make a meaningful impact on the lives of others while contributing to a mission that changes lives.

Equal Opportunity Employer

Catholic Charities is committed to building a diverse, equitable, and inclusive workforce that reflects the communities we serve. We welcome applicants from all backgrounds and do not discriminate based on race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other protected characteristic.

Employees do not have to be Catholic to work for Catholic Charities.