Position Summary

Title: Guest Services Manager
Reports to: Director of Operations
Location: Orlando, FL
Status: Full-Time, Salaried
Pay Scale: $56,000-$58,000

Christian Service Center for the Homeless is seeking a compassionate, organized, and strategic Guest Services Manager to oversee day service operations for individuals experiencing homelessness. This position provides leadership and operational oversight for guest services including showers, laundry, mail services, storage, hygiene and clothing distribution, meal service support, volunteer coordination, and client flow management. 

The Guest Services Manager plays a critical role in ensuring services are delivered safely, efficiently, and with dignity while maintaining a welcoming and trauma-informed environment for guests, volunteers, and staff. This role is responsible for supervising four Guest Services Coordinators and two Cooks while collaborating closely with other departments to support daily operations and organizational goals. 

The ideal candidate is a strong leader with excellent interpersonal skills, operational awareness, and the ability to manage a high-volume human services environment.

Chief Responsibilities and Duties
Guest Services Operations
• Oversee daily guest services operations including showers, laundry, mail services, storage, clothing distribution, hygiene services, and meal service support.
• Ensure day services are delivered efficiently, respectfully, and in alignment with organizational values.
• Monitor daily client flow and service area operations to ensure fair, safe, and organized access to services.
• Ensure accurate client recordkeeping and service documentation within HMIS and internal tracking systems.
• Coordinate operational logistics related to guest services, meal service support, donations, and campus activities.
• Address guest concerns and support staff in managing challenging situations using appropriate de-escalation techniques.
• Maintain cleanliness, organization, and operational readiness throughout all guest service areas.
• Collaborate with leadership to improve systems, procedures, and service delivery models.

Staff Supervision & Leadership
• Supervise four Guest Services Coordinators responsible for daily client-facing operations and guest services support.

• Supervise two Cooks responsible for meal preparation, kitchen support, food safety, and meal service operations.
• Provide staff scheduling, coaching, accountability, training, performance management, and ongoing support.
• Lead regular team meetings and communicate operational priorities, expectations, and service updates.
• Support a culture of professionalism, hospitality, teamwork, and compassionate service delivery.
• Effectively utilize volunteers to support guest services, meal service, and operational tasks.

Safety, Compliance & Coordination
• Monitor guest service environments to ensure safety, cleanliness, and compliance with organizational standards.
• Report facility, maintenance, or security concerns to appropriate departments.
• Assist with incident documentation and operational reporting as needed.
• Ensure compliance with food safety procedures, sanitation standards, and agency policies.
• Coordinate with case management, facilities, food services, volunteers, and security teams to support overall campus operations.
• Participate in staff meetings, trainings, and organizational initiatives.

Qualities and Competencies
• Commitment to serving individuals experiencing homelessness with dignity and respect
• Ability to remain calm and professional in a high-traffic service environment
• Strong customer service and interpersonal skills
• Comfortable using different types of technology
• Strong organizational and multitasking abilities
• Effective communication and problem-solving skills
• Reliability, adaptability, and teamwork
• Ability to maintain professional boundaries
• Physical ability to lift up to 30 lbs., bend, stand, and work both indoors and outdoors

Education and Experience
• Bachelor’s degree preferred in human services, nonprofit management, social work, hospitality, public administration, or related field. Equivalent experience may be considered.
• Previous experience in social services, shelter operations, customer service management, hospitality, food service management, or related field preferred
• Supervisory or team leadership experience strongly preferred
• Experience working with vulnerable populations or within a trauma-informed environment preferred.
• Familiarity with community resources, HMIS systems, and nonprofit operations is beneficial.
• Valid driver’s license preferred.