Manager of Guest Services

The heart of our mission is to demonstrate Christ’s love and justice by caring in faith for the human family. We change lives by helping and employing people of all backgrounds.

Catholic Charities has an immediate opening for a full time Manager of Guest Services. The Manager of Guest Services is responsible for the day-to-day operations of The Beacon including supervision of floor staff and facility upkeep.

This is an amazing opportunity to be part of a mission-driven team that makes a real difference in the lives of others!

Starting salary is $68,000 annually, commensurate with experience.

Benefits:

• Health
• Dental
• Vision
• Life, AD&D, Long Term Disability
• Short Term Disability (working 20+ hours)
• Accident, Critical and Hospital Indemnity Insurance (working 20+ hours)
• FSAs and HSA
• 403(b) Retirement Plan (with 6% company match after 1 year)
• PTO (working 20+ hours)
• 10 Holidays (working 20+ hours)
• Employee Referral Programs

Principal Accountabilities

Management

• Participates in the interviewing, hiring, and onboarding of Lead Guest Services Specialists and Guest Services Specialists; ensures completion of necessary training of staff; provides regular supervision to develop skills, provides support and feedback.
• Creates and monitors daily/monthly staffing.
• Reviews and approves staff timesheets, time-off requests, and work hours for compliance; processes payroll.
• Inspires, motivates, listens to, and values each employee.
• Fully communicates with employees, ensuring all staff are aware of Beacon policies and procedures at all times.
• Works with the Director of Programs to schedule regular team meetings. Plans agenda topics to be discussed and leads the meetings. Ensures all staff are aware of information discussed at meetings if not present.
• Coordinates and supervises the daily shelter operations of the program, enforcing program policies and procedures and overseeing service delivery for quality and effectiveness.
• Works in collaboration with the Manager of Volunteers to assist with tasks and projects as needed including assisting volunteers when the Manager of Volunteers is not available.
• Works closely with the Manager of Community Resources to communicate guest trends and the need for on-site services.
• Oversees program security to ensure the safety of guests, staff, volunteers, and visitors. Provides recommendations to the Director of Programs for best practices for safe, efficient, and effective operations of The Beacon.
• Assists with data needed for reports to Catholic Charities Administration and funders on a quarterly, monthly, or as-needed basis regarding outcomes and program utilization.
• Seeks out and attends ongoing, relevant educational opportunities and training to enhance skills and stay informed of current research and best practices in homeless services.

Client Services

• Leads guest focus groups to obtain feedback on services received; acts on feedback received to ensure quality programming.
• Reviews and responds to formal guest grievances and service appeals in a timely manner.
• Acts as a backup for floor staff, when necessary.
• Oversees and tracks all guest services expenditures ensuring program and financial requirements.

Facility/Operations

• Works with Manager of Volunteers to ensure facility has all needed supplies, is clean and in good repair, and building maintenance needs are taken care of; submits building work orders to Dane County Human Services in a timely manner.
• Supervises contracted security services, relaying any issues and concerns to the Director of Programs.
• Has an awareness of the program’s operating budget; approves program expenses and works to ensure costs stay within budget.

Qualifications

Education

• Bachelor’s Degree in Social Work, Counseling, or related Human Services field is preferred, but will consider experience in lieu of education.

Experience

• A minimum of two (2) years of human services experience related to homelessness, mental health, or substance use is preferred.
• A minimum of three years of experience managing and supervising staff is required.

Knowledge, skills, and abilities

• Compassion for individuals experiencing homelessness, substance use, and/or trauma.
• Proficient in Microsoft Office programs and social networking tools.
• Well-developed writing skills that provide clear and concise narratives that are reader-friendly and provide what is needed for senior management to make informed decisions and choose sound strategies.
• Highly developed project management skills, professional judgment, and organizational awareness; knowing how and when to move projects along at the right pace.
• Demonstrated skills in developing statements of objectives and performance metrics that reflect intended outcomes clearly and accurately.
• Persuasive communication skills.
• Advanced critical thinking and analytical problem-solving skills. Articulate with the capacity to “think on one’s feet” and respond appropriately to new ideas and challenges.
• Demonstrated interpersonal skills that build and reinforce collaborative and supportive working relationships, promote clear feedback to others, and deal constructively with conflict.
• Motivated by organizational achievement.
• Must have valid driver’s license with acceptable driving record.