Guest Service Manager

Title:                          Guest Services Manager

Department:              Women’s Ministry

Reports To:               Sr. Director of Women’s Ministry

Job Classification:   Exempt, Full Time

Summary

The Guest Services Manager is responsible for ensuring that the Guest Services team responds to each person with biblical hospitality while ensuring that all ministry areas are properly staffed to ensure guest safety and security.

Responsibilities

· Model Christian conduct and behavior to all per KARM’s Statement of Faith, which is based on biblical principles.

· Regularly prays with and offers biblical counsel and/or direction to guests

· Direct the day-to-day functions and supervise staff of the Guest Services Team (Example: Beds, meals, showers)

· Work closely with Wing Navigator to insure guest hospitality (Example: Intake, hotbox, storage, laundry)

· Assist in establishing working schedules to ensure adequately trained staff and volunteer leaders in each area

· Support on-site community agency involvement, carefully nurturing partner relationships

· Ensure the identification and development of effective staff leadership within the department

· Professionally evaluate and coach staff; conduct performance reviews; develop, coach and mentor team leaders; address employee problems and issues

· Direct the engagement of volunteers and volunteer groups to ensure a positive volunteer experience

· Oversee the education and training—including cross-training—of staff/volunteers on effective ministry, relational, technical, and administrative aspects of Guest Services

· Lead and manage the effective utilization of the guest database

· Coordinate work processes with other departments as needed

· Work cooperatively with other program teams and roles to ensure seamless, effective ministry, service, and program delivery. Co-coordinate scheduling of front desk with men’s Guest Services manager

· Assist with management of the annual budget; provide input into annual projections and development of future budgets

· Monitor and maintain a safe, clean, and secure environment in The Wing, Hope Haven, interior and exterior courtyards, and dining room

· Perform other duties as assigned

Requirements

· Bachelor's degree or equivalent in social work, psychology, or other related disciplines

· 5-7 years relevant experience; experience in a faith-based non-profit organization is preferred

· CPR and Basic First Aid, desired

· Competent user of Microsoft Office applications and other office equipment

· Very strong boundaries and ability to coach and model to others

· Well-developed interpersonal and communication skills

· Ability to work flexible hours

Working Conditions

· Ministry campus facility where emergency rescue services are provided.

· Exposure to stressful client situations requiring compassion and discernment

· Walking, standing, sitting, bending, and minimal lifting required

· Attendance at meetings and occasional special events