Manager of Guest Services

At Hotel Hope in New Orleans, LA, this role helps shape a safe, organized, welcoming, and supportive residential experience grounded in radical hospitality. As the Manager of Guest Services, you will lead day-to-day guest services and residential operations while collaborating closely with Program Services. This position is focused on operations and guest experience, not case management or clinical services.

What you’ll do

You will manage guest services in alignment with Hotel Hope’s mission and values, setting clear expectations for hospitality, communication, safety, and professionalism. The goal is consistent care that reflects dignity, respect, and compassion for every guest.

• Oversee operational flow for guest arrival, orientation, residential living, and departure
• Ensure required documentation, welcome materials, and supplies are prepared and available
• Communicate residential expectations and coordinate responses to day-to-day guest needs
• Maintain clear boundaries between guest services and case management
• Schedule and facilitate regular house meetings
• Share operational updates, expectations, and policy changes with guests and staff
• Document guest concerns, ensure follow-up, and identify recurring issues for improvement
• Coordinate with housekeeping, maintenance, reception, and other operational teams to support a strong guest experience
• Keep guest areas and common spaces clean, organized, safe, and welcoming
• Oversee supply storage, inventory, routine maintenance requests, and related tracking
• Coordinate donations designated for guest use, including organization and tracking
• Monitor inventory, coordinate distribution, and submit purchasing requests; anticipate supply needs and recommend recurring resources
• Provide operational leadership during emergencies and guest safety concerns, following established emergency and critical-incident procedures
• Escalate significant facility concerns and major incidents to the Assistant Director and appropriate Program Services leadership
• Collaborate with Program Services to maintain a residential environment that supports effective service delivery
• Communicate operational concerns that may affect guest participation in services
• Participate in interdisciplinary meetings as needed
• Maintain accurate guest-services and operational records, including tracking guest concerns, maintenance requests, and supply needs
• Prepare regular reports and use operational data to identify trends and recommend improvements
• Maintain confidentiality of guest and organizational information

What you bring

• Bachelor’s degree in a related field preferred
• Relevant experience in human services, shelter operations, residential services, hospitality, or a related field
• Supervisory or management experience preferred
• Strong organizational and communication skills
• Ability to make decisions and solve problems
• Ability to respond effectively to crisis situations
• Ability to work with diverse populations
• Understanding of professional boundaries and confidentiality
• Knowledge of emergency procedures and mandated reporting requirements
• Working knowledge of Microsoft Office
• Ability to work evenings, weekends, holidays, or on-call schedules as operationally required

Pay and schedule

• Pay: $20.00 - $25.00 per hour
• Expected hours: 40.0 per week
• Work location: In person

Benefits

• Health insurance
• Paid time off

Technologies used: Microsoft Office