Guest Service Manager

As Guest Service Manager at Bethany, you'll lead front-line guest experiences for children, families, and partners in a compassionate, trauma-informed environment. You'll oversee daily guest operations, supervise and train guest-facing staff, and coordinate check-in, orientation, and support services. Collaborating closely with program teams, you'll ensure each interaction reflects Bethany's faith-driven, mission-centered values while improving processes, capturing feedback, and maintaining a safe, welcoming space for all who seek care and support.

Responsibilities

• Oversee daily guest services for children, families, and visitors, ensuring a welcoming, trauma-informed environment
• Serve as primary point of contact for guests, responding to inquiries, concerns, and service needs promptly and professionally
• Coordinate scheduling, check-in, and orientation processes for clients, volunteers, and partners
• Train, support, and supervise front-desk or guest-facing staff and volunteers to uphold service standards
• Collaborate with program, clinical, and administrative teams to streamline guest experience and resolve service issues
• Maintain accurate records, logs, and reports related to guest interactions and service outcomes
• Monitor facilities and common areas to ensure safety, accessibility, and alignment with Bethany's faith-driven, family-centered mission
• Gather guest feedback and recommend improvements to processes, policies, and service delivery

Required Skills

• Customer service management
• Trauma-informed customer interaction
• Front desk and reception operations
• Team leadership and staff supervision
• Scheduling and coordination
• Case and visit documentation
• Conflict resolution and de-escalation
• Microsoft Office or Google Workspace
• Client relationship management systems (CRM)
• Process improvement and service metrics