As Guest Service Manager at Bethany, you'll lead front-line guest experiences for children, families, and partners in a compassionate, trauma-informed environment. You'll oversee daily guest operations, supervise and train guest-facing staff, and coordinate check-in, orientation, and support services. Collaborating closely with program teams, you'll ensure each interaction reflects Bethany's faith-driven, mission-centered values while improving processes, capturing feedback, and maintaining a safe, welcoming space for all who seek care and support. Responsibilities Oversee daily guest services for children, families, and visitors, ensuring a welcoming, trauma-informed environment Serve as primary point of contact for guests, responding to inquiries, concerns, and service needs promptly and professionally Coordinate scheduling, check-in, and orientation processes for clients, volunteers, and partners Train, support, and supervise front-desk or guest-facing staff and volunteers to uphold service standards Collaborate with program, clinical, and administrative teams to streamline guest experience and resolve service issues Maintain accurate records, logs, and reports related to guest interactions and service outcomes Monitor facilities and common areas to ensure safety, accessibility, and alignment with Bethany's faith-driven, family-centered mission Gather guest feedback and recommend improvements to processes, policies, and service delivery Required Skills Customer service management Trauma-informed customer interaction Front desk and reception operations Team leadership and staff supervision Scheduling and coordination Case and visit documentation Conflict resolution and de-escalation Microsoft Office or Google Workspace Client relationship management systems (CRM) Process improvement and service metrics