Hybrid Guest Services Manager en CHERRY STREET MISSION MINISTRIES

Job Title:

Guest Services Manager

Rev. Date:

08/12/2025

Department:

Programs & Services

SOC Code:

Location:

All CSM Locations

FLSA:

Salary- nonexempt

Reports to:

Vice President of Programs & Services  

EEO Code:

Professional

Responsibility:

Manager

Purpose:

The Guest Services Manager is responsible for development, training, execution, and overseeing the ongoing success of quality and effective social support infrastructure that enhances the quality of life and provides a buffer against adverse life events. The emphasis of this function is to oversee emergency services; admission and intake processes, work in conjunction with programming to ensure proper acuity level is met, conduct safety multi-support team meetings, oversee crisis intervention efforts, and manage Guest Support Specialist’s in the day-to-day operations.

All staff members at Cherry Street perform their job duties in the context of the Gospel of Jesus Christ. It is our express purpose to minister to individuals (e.g., staff, volunteers, donors, guests) through the practical discipleship steps of eliminating poverties of spirit, soul, and body. 

Equal employment opportunity/Affirmative Action employer

Essential Functions:

• Manage Guest Support staff and Assistant Managers; interviewing, managing scheduling, coaching and accountability, performance evaluations and other human resource or staffing related needs
• Oversee and support staff in provision of meals, admission, and intake processes, conducting safety multi-support team meetings, and delivering quality social support services; spiritual, emotional, instrumental, informational, and fellowship- tangible or intangible
• Oversee Crisis Intervention and utilization of emergency services, including staff and Guest debriefing
• Lead in identifying tactical alignment in execution of strategy through project planning for development of Guest supportive services
• Responsible for building, maintaining, and evaluating administrative functions within IT software to support tracking of services rendered
• Ensure that necessary forms, reports, and case notes are properly completed and contain correct and accurate information
• Investigate Guest grievances and provide appropriate follow-up measures and documentation
• Responsible for developing and providing ongoing skills building training opportunities for staff, volunteers, and community members (Mental Health First Aid Training, Suicide Prevention Training, etc.)
• Oversee holiday and special event planning, execution, and follow-up alongside the operations function 
• Develop and maintain updated onboarding training and support services in alignment with CSM culture, language, and values
• Work alongside Operations to ensure building sanitization, safety, and security at all CSM locations, including proper opening and closing of the Life Revitalization Center
• Ensure guest safety and collaborate with coworkers to maintain an environment that is positive, respectful, clean, and in alignment with CSM values

*Essential Functions may be revised upon management discretion

Qualifications

Education and Experience

• At least three or more years of experience in a supervisor or managerial position in human industry related field

Knowledge, Skills, and Abilities

• Passion for discipleship of others and for demonstrated personal life of faith 
• Excellent organizational and administrative skills and an orientation toward detail and follow-up 
• Experienced in public speaking to large groups of people from diverse populations 
• Exhibits flexibility, open- mindedness, and positive adaption to change 
• Ability to work with people from diverse backgrounds (socio-economic, cultural, etc.)  
• Knowledgeable of community resources and displays ability to collaborate well with external agencies and partners 
• Apply problem solving skills that leading to appropriate outcomes (e.g., conflict resolution, reduction of barriers to access care and coordination of services, etc.) 
• Respect’s individuals’ rights with the ability to encourage and honor self-determination 
• Excellent written and verbal communication, including active listening skills 
• Displays patience, compassion, kindness, honesty, tact, and integrity  
• Responds positively to feedback with willingness to improve (coachable) 
• Honors dignity and worth of all people  
• Provide non-judgmental care for all 
• Proficient in digital literacy within a scope of multiple computer software and programs    
• Proficiency with Windows, Microsoft Office (Word, Excel, Power Point. Outlook) and the internet preferred. 

Licenses, Certificates, and Other Requirements

• Driver's License Required
• Mental Health First Aid Certified or completed within the first year of employment
• CPR Certified or completed within the first year of employment
• Suicide Prevention Training or completed within the first year of employment
• Trauma- Informed Care Training or completed within the first year of employment

*As a condition of employment, each team member is required to agree to the Cherry Street Mission Ministries Statement of Faith.

Work Environment:

Exposure to (“F” Frequent; “O” Occasional; “R” Rare; “N” Never) :

Equipment/Personal Protective Equipment Used

• None

Physical Demands (“F” Frequent; “O” Occasional; “R” Rare; “N” Never)

Lifting Requirements

• Sedentary work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
• Light work - Exerting up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg control requires exertion of forces greater than that of sedentary work and if the worker sits most of the time, the job is considered light work.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
• Heavy work - Exerting up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.
• Very heavy work - Exerting in excess of 100 pounds of force occasionally, and/or in excess of 50 pounds of force constantly to move objects.

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