The Program and Operations Director is responsible for overseeing the daily operations, guest services, and program development of HavenHouse St. Louis, a 365/24/7 facility providing temporary lodging to patients, families and their caregivers who travel to St. Louis for medical care. This role ensures a welcoming, safe, and supportive environment, emphasizing hospitality, comfort, and compassion for all guests. This role manages staff, volunteers, facility operations, and strategic initiatives while working closely with hospital partners, and community organizations to enhance services and maintain sustainability.
This position requires a flexible schedule, including evenings, weekends, and on-call availability to support the continuous operation of the facility. The Program and Operations Director will supervise a team of up to 15 staff members, including the guest relations team, volunteer coordinator, housekeeping and the maintenance team. Additionally, this role is responsible for managing all vendors, ensuring smooth facility operations and high-quality service delivery.
Hospitality & Guest Services
• Foster a warm, welcoming, and home-like atmosphere that promotes healing and comfort for guests.
• Lead staff in providing exceptional hospitality and compassionate service, ensuring guests feel cared for during their stay.
• Ensure guest needs are met with empathy, efficiency, and professionalism, addressing concerns promptly, including after-hours issues.
• Develop and implement guest-centered programs, such as meal services, support groups, and wellness initiatives.
• Train staff and volunteers in hospitality best practices, emphasizing kindness, attentiveness, and attention to detail.
Operations & Facility Management
• Oversee all 24/7 operations, ensuring a clean, safe, and well-maintained environment.
• Implement policies and procedures to ensure consistent guest services at all hours.
• Directly supervise the Maintenance Team to ensure timely repairs, preventive maintenance, and facility upkeep.
• Manage all vendors, including housekeeping services, maintenance contractors, security providers, food suppliers, and other operational partners.
• Negotiate contracts, monitor service quality, and address issues with vendors as needed.
• Ensure compliance with health, safety, and regulatory requirements.
• Monitor occupancy levels, oversee room assignments, and coordinate with hospital staff for guest referrals.
• Develop emergency response plans and ensure all staff are trained for after-hours incidents.
Staff & Volunteer Management
• Supervise and provide leadership to a team of up to 15 staff members, including housekeeping, guest services, the volunteer coordinator, and the maintenance Team.
• Directly supervise the volunteer coordinator, ensuring volunteer recruitment, training, and retention align with organizational needs.
• Work with the volunteer coordinator to expand volunteer engagement and ensure adequate support for guest services and events.
• Recruit, hire, train, and evaluate staff to ensure high-quality service and 24-hour coverage.
• Develop and manage staff schedules to maintain appropriate coverage while ensuring work-life balance.
• Implement staff training programs on hospitality, guest relations, safety, and emergency protocols.
• Foster a culture of teamwork, professionalism, and compassion.
Financial Oversight & Fund Development
• Assist in budgeting and financial management to ensure operational sustainability.
• Identify and apply for grants to fund programs and facility needs.
• Support fundraising initiatives, donor relations, and community outreach efforts.
• Track and report program impact and financial expenditures to stakeholders.
• Utilize Excel to manage budgets, track occupancy rates, monitor vendor expenses, and generate reports for financial and operational performance.
Community Relations & Advocacy
• Serve as a key representative of the organization, building relationships with hospitals and community partners.
• Advocate for guest needs by staying informed on healthcare-related lodging policies and best practices.
• Promote the guest house’s mission through public speaking, media engagement, and networking.
Qualifications:
• Bachelor’s degree in hospitality management, nonprofit management, healthcare administration, or a related field (Master’s preferred).
• 5+ years of experience in hospitality, nonprofit management, operations, or healthcare-related services.
• Strong leadership and team management skills, with experience supervising staff teams of 10 or more.
• Experience supervising volunteer programs, maintenance teams, or facility operations is a plus.
• Proven experience in vendor management, including contract negotiations, service quality control, and vendor relationship building.
• Excellent problem-solving and crisis management abilities, with experience handling after-hours issues.
• Deep commitment to hospitality and guest care, with a passion for making guests feel welcome and supported.
• Exceptional interpersonal and communication skills, with a passion for serving patients and families.
• Experience with budgeting, fundraising, and grant writing preferred.
• Proficiency in Microsoft Excel, including the ability to create spreadsheets, analyze data, and generate reports.
• Proficiency in Microsoft Office and database management systems.
• Ability to work a flexible schedule, including evenings, weekends, overnights and being on-call as needed.
Compensation & Benefits:
• Competitive salary based on experience | $62,000-67,000
• Health, dental, and vision benefits.
• Paid time off and holidays.
• Professional development opportunities.
Work Environment:
This position operates in a 365/24/7, residential style, fast paced, nonprofit guest house setting. It requires frequent interaction with guests, hospital staff, vendors, and community partners. The role involves on-call responsibilities and requires a flexible schedule to meet operational needs.