Hospitality Manager

About the role

Are you passionate about using your knowledge and skills to support our neighbors in need? Tacoma Rescue Mission (TRM) is seeking a Hospitality Manager to help carry out its mission. TRM is a faith‑based nonprofit that provides emergency shelter, meals, supportive housing, and addiction recovery programs to promote self‑sufficiency and stability. The Hospitality Manager leads hospitality, guest experience, and campus safety services across all TRM locations, ensuring guests, volunteers, donors, staff, partners, and visitors experience a welcoming, safe, and trauma‑informed environment.

Key Responsibilities

• Supervises personnel, providing coaching, professional development, strategic guidance, and performance management to build high‑performing teams.
• Partners with leaders across TRM to identify and resolve operational issues, strengthen hospitality, accountability, and sustain operational excellence.
• Maintains consistent visitor procedures, community standards, and safety practices across campuses to treat all individuals with dignity, compassion, and professionalism.
• Builds relationships with guests and promotes safety through visible presence, prevention, and trauma‑informed de‑escalation.
• Responds to critical incidents and coordinates emergency response when necessary.
• Oversees campus safety systems, equipment, inspections, and incident documentation.
• Ensures compliance with organizational policies, licensing requirements, and applicable regulations.
• Embodies the values that form TRM’s culture to share God’s love, hope, and support with neighbors in need.
• Performs other duties as assigned to support an efficient and effective work environment.

Requirements

• Bachelor’s degree in Human Services, Business Administration, Organizational Leadership, Criminal Justice, or a related field.
• 3+ years of management and supervisory experience preferred.
• Experience working with or serving alongside marginalized communities.
• Demonstrated commitment to cultural responsiveness.
• Experience leading teams in hospitality, guest services, nonprofit operations, shelter services, security, customer service, or related fields.
• Experience implementing trauma‑informed care in a client program setting (required).
• Effective de‑escalation skills.
• Ability to work in and respond to a fast‑paced, high‑stress environment.
• Capacity to accomplish multiple tasks within a short time.
• Skilled in clear and effective written, verbal, and electronic communication.
• Basic operating knowledge of office equipment, computers, and Microsoft Office Suites.
• Proficient analytical skills, including basic math/statistics and reporting program outcomes.

Physical Requirements

The role may require occasional lifting or moving of up to 50 pounds, standing for long periods, walking, using hands for handling, balancing, bending, reaching, operating foot pedals, and communicating verbally. Occasionally required to climb stairs or ladders, sit, stoop, kneel, squat, crouch, or crawl. Vision requirements include close, distance, peripheral, depth perception, and focus adjustment.

Driving Requirements

• Operates a personal vehicle for frequent travel throughout Pierce County and TRM locations as needed.
• Operates TRM vehicles to fulfill position responsibilities.
• Meets TRM driver requirements: valid driver’s license, evidence of insurability, acceptable driving record, and successful completion of TRM driving test.

Schedule & Work Location

• Schedule: Monday – Friday, 9 am – 5 pm.
• Primary work locations: All TRM campuses across Pierce County, with a primary site at the Downtown Campus, 425 S. Tacoma Way, Tacoma, WA 98402.
• Frequent travel between campuses; occasional evening, weekend, holiday, and on‑call responsibilities may be required.

Benefits

• Medical and dental packages at no or little cost to employees.
• 12 paid holidays plus a bonus day.
• Four weeks’ vacation accrued annually.
• 10 hours of sick leave accrued monthly.
• Participation in a 403(b) retirement plan with employer match.
• Employee Assistance Program.

Pay

Salary range: $31.35 – $34.51 per hour (hourly). Full salary range: $31.35 – $37.99 per hour.