Guest Services Manager

Wheeler Mission Ministries is a privately funded 501(c)(3) non‑profit evangelical Christian ministry dedicated to sharing the Gospel and supporting individuals experiencing homelessness and other needs. Every employee is expected to cultivate a personal relationship with Jesus Christ and actively share the ministry’s Mission, Vision, Statement of Faith and Core Values.

Guest Services Manager

Exempt/Non‑Exempt:
Exempt

Reports to:

Director of Community Engagement & Services
Full or Part‑time:
Full‑time
Team:
Center for Men – Bloomington

The Guest Services Manager serves as the frontline supervisor of Guest Service Coordinators (GSCs) at a specific Wheeler program site. The role involves leading the GSC team, performing administrative duties, ensuring appropriate security, and overseeing intake and daily program needs. A servant‑leader approach guides daily operations, with frequent engagement of staff and guests, problem‑solving, and Biblical guidance. Evening and weekend activities are frequently required.

• Oversee all GSCs in the facility.
• Provide direct supervision to GSC staff; meet daily to review guest changes and situations.
• Schedule staff shifts and monitor time & attendance for appropriate daily coverage.
• Ensure all GSCs follow policies and training requirements; report training needs to supervisor.
• Give frequent feedback, coaching, and conduct annual performance reviews.

• Participate in daily, weekly, and other regular program meetings.
• Complete paperwork, incident reports, answer email, and keep required reporting up to date; document all data accurately in the database daily and follow up with staff.
• Meet weekly with site leadership to discuss concerns or supervisory issues.
• Approve payroll time in the system.

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

• Support residents and programs, including providing guests with rules, a brief building tour, bed assignments, and addressing personal needs.
• Manage volunteers by showing them to their area and supervising as necessary.
• Give counsel and guidance to guests using Scripture.
• Plan and supervise nightly activities for guests.
• Mediates disputes when necessary and records incidents.

The manager acts as team lead for GSC I and II roles and volunteers for all shifts, serving as the main point of contact for conflict resolution.

• Adaptability
• Collaboration
• Builds Effective Teams
• Guest/Customer Focus
• Listening
• Delegates
• Emotional Intelligence
• Patience
• Develops Staff
• Compassion
• Solves Problems
• Directs Staff
• Timeliness
• Communicates Effectively
• Multi‑Tasking
• Conflict Resolution
• Gives Performance Feedback

• 2+ years of social service experience, including one year of team leadership and supervision.
• High School Diploma or equivalent.
• Familiarity with Wheeler Mission program focus, including addiction support, mental health issues, and trauma support (strongly preferred).
• Scheduling:
  The Manager is normally assigned between the first and second shifts. Assignments are at the Director’s discretion and may change at any time with or without advance notice. Occasional extended hours and/or different shift schedules may be required.

• Guest Relations
• De‑escalation, Trauma‑Informed Care, Mental Health Support
• Complete three courses in the Wheeler Program curriculum (e.g., OSHA certification) and three additional courses within three years.

• Basic proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and email.
• Basic proficiency in Mission Tracker Software and Paycom.

• Belief in the inerrancy of the Holy Bible.
• Adherence to Wheeler Mission Employee Policies.
• Alignment with core values:
• Christ‑Centered Purpose
• Faithful Stewardship
• Excellence
• Grace and Truth

• Walk short distances, up and down stairs.
• Physical dexterity to type and operate standard…