Guest Services Manager
Job Summary
The Guest Services Manager oversees the Guest Service Coordinators at a specific Wheeler program site, focusing on employee and guest engagement. This role involves leading the team, performing administrative tasks, ensuring site security, and supporting residents.
Key Duties and Responsibilities
Oversees all Guest Service Coordinators (GSCs) in the facility.
Provides direct supervision to GSC staff.
Mets daily with team members to review guest changes and address situations.
Schedules staff shifts and monitors time and attendance.
Ensures GSCs follow policies and training requirements, reporting any training needs.
Gives frequent feedback and coaching, conducting annual performance reviews.
Regularly participates in program meetings, completes paperwork, and manages incident reports.
Meets weekly with site leadership to discuss concerns and supervisory issues.
Coordinates site security needs, including scheduling and evaluating security personnel.
Supports residents and programs, providing guidance, mediating disputes, and recording incidents.
Serves as the main point of contact for conflict resolution.
Qualifications
Minimum 2+ years of social service experience.
One year of team leadership experience, including supervision.
Familiarity with Wheeler Mission program focus and residents' experiences, including addiction support, mental health issues, and trauma support.
Basic proficiency in Microsoft Office Suite, including email and Word, Excel and PowerPoint.
Basic proficiency in Mission Tracker Software and Paycom.
Completion of 3 courses in Wheeler Program curriculum (e.g., OSHA certification) and 3 additional courses within 3 years.
Belief in the inerrancy of the Holy Bible, adherence to WM Employee Policies, and alignment with WM Core Values.
Conflict of Interest Policy and Confidentiality Policy.
Post-offer acceptable background check required.
1+ years of sobriety.
Sign and adhere to WM Drugs and Alcohol policy.