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Guest Services Manager

Job ID: 30000112
Location: Charlotte, NC, United States
Department: Guest Services
Posted Date:
Employment Type: Full-Time
Worker Sub-Type: Regular

Description

Is God calling you to ministry?

For over 70 years, The Billy Graham Evangelistic Association (BGEA) has proclaimed the Gospel through its various ministries. Whether you work at our headquarters in Charlotte, North Carolina, the Billy Graham Library in Charlotte, North Carolina, the Billy Graham Training Center at the Cove (BGTC) in Asheville, North Carolina, Blue Ridge Broadcasting (BRB) in Asheville, North Carolina or a field office abroad, you are part of a team of committed Christians working together to reach people to the ends of the earth with the Gospel.

CHRISTIAN PURPOSE AND EXPECTATIONS:

All employees proclaim the Gospel of Jesus Christ through their employment, and thereby further BGEA’s religious mission.

Department Detail – The Billy Graham Library supports the mission of the Billy Graham Evangelistic Association to proclaim the Gospel to all we can by every effective means available to us, and by equipping the church and others to do the same. Our staff and volunteers present the Gospel through the Journey of Faith tour, Memorial Prayer Garden, Homeplace, and evangelistic outreaches like Christmas at the Library. We also serve and equip Christians through Ruth’s Attic bookstore, Graham Brothers Dairy Bar, group programs, special events, memorabilia displays, student resources, communications, and donor ministry activities.

Job Summary – The Manager of Guest Services oversees all aspects of the guest experience at the Billy Graham Library. This includes managing a team of guest services associates, ensuring exceptional visitor experiences, transportation needs, and maintaining a welcoming and organized environment for all guests and staff. This position is involved in the training, standard operating procedures, Manager on Duty responsibilities and giving attention to all types of guest experiences, including but not limited to our online and POS reservations system.

Ministry Requirements

  • Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Jesus Christ
  • Faithfully upholds BGEA in prayer
  • Participates in daily BGEA staff devotions including Bible reading, and leading group prayer as schedule permits
  • Demonstrates behavior aligned with BGEA’s Mission Statement, Statement of Faith, Hallmarks, policies, and expectations
  • Effectively represents Jesus Christ to those within both personal and professional spheres of influence

Essential Duties and Responsibilities

  • Manages the recruitment and onboarding process for new associates, daily coaching, scheduling, performance evaluations, and offboarding processes for the Guest Services department
  • Leads through innovation and strategic planning, following industry best practices
  • Oversees the budget and inventory for the Guest Services department
  • Manages daily processing of invoices and departmental purchases for Guest Services
  • Oversees the registration and reporting of current guest numbers for the Journey of Faith tour and Library events
  • Manages the monthly schedule and training for the Managers on Duty (MOD) team, which oversees daily operations, guest situations, policy and law infringements, accidents, natural disasters, and other emergencies at the Billy Graham Library
  • Manages the existing online reservations and point-of-sale system and collaborates with various departments to ensure smooth operations and elevate the guest experience

Marginal Duties and Responsibilities

  • Assists with managing the guest experience at Ruth’s Attic Bookstore, Graham Bros Dairy Bar, and the Billy Kim Hall
  • Collaborates with the Engagement team on managing transportation requests, day-of-event logistics
  • Leads the volunteer service team at the Billy Kim Hall in the absence of the Senior Manager
  • Collaborates with the Security team on safety logistics and attends BGEA Safety Committee Meetings in the absence of the Senior Manager
  • Other duties as assigned

Job Specifications

Skills and Knowledge

  • Four-year degree and experience in the hospitality industry preferred
  • At least two years of customer care and emergency medical service experience
  • Strong written and verbal communication skills
  • Computer literate in Microsoft Word, Excel, and Outlook
  • Proficient in reservation system or capacity to learn the point-of-sale processes and online reservations system (Galaxy ticketing software)
  • Detail oriented with excellent time and project management skills
  • Commitment to hospitality and excellence
  • Ability to prioritize and manage multiple projects concurrently
  • Ability to meet deadlines consistently and dependably
  • Ability to work independently without close supervision
  • Willingness to take initiative and be a proactive problem solver
  • Ability to analyze and make decisions based on the Billy Graham Library protocols
  • Maintain confidentiality where appropriate

Physical/Mental Demands

  • Possesses a full range of motion and is able to walk and stand for extended periods of time
  • Maintains a driving record that is free of all major traffic citations and “at fault” accidents
  • Ability to lift 35 pounds
  • Must be flexible to change and able to work in stressful situations
  • Must be able to make sound judgments and decisions with minimal supervision

Working Conditions

  • Works closely with people and in a time-sensitive and flexible enviroment
  • Indoors and outdoors in all kinds of weather
  • Extended daily, evening, and weekend hours may be required
  • Work will involve frequent interruptions and distractions
  • Conventional office environment

Mission Statement

Continuing the lifelong work of Billy Graham, the Billy Graham Evangelistic Association exists to support and extend the evangelistic calling and ministry of Franklin Graham by proclaiming the Gospel of the Lord Jesus Christ to all we can by every effective means available to us and by equipping the church and others to do the same.

Statement of Faith

These core beliefs make up the foundation upon which all our ministry endeavors are based.

  • We believe the Bible to be the inspired, the only infallible, authoritative Word of God revealing the love of God to the world.  (1 Thessalonians 2:13; 2 Timothy 3:15-17; John 3:16).
  • We believe that there is one God, eternally existent in three persons: Father, Son, and Holy Spirit.
    (Matthew 28:19; John 10:30; Ephesians 4:4-6).
  • We believe in the deity of the Lord Jesus Christ, in His virgin birth, in His sinless life, in His miracles, in His vicarious and atoning death through His shed blood on the cross, in His bodily resurrection, in His ascension to the right hand of the Father, and in His personal return in power and glory. (Matthew 1:23; John 1:1-4 and 1:29; Acts 1:11 and 2:22-24; Romans 8:34; 1 Corinthians 15:3-4; 2 Corinthians 5:21; Philippians 2:5-11; Hebrews 1:1-4 and 4:15).
  • We believe that all men everywhere are lost and face the judgment of God, that Jesus Christ is the only way of salvation, and that for the salvation of lost and sinful man, repentance of sin and faith in Jesus Christ results in regeneration by the Holy Spirit. Furthermore, we believe that God will reward the righteous with eternal life in heaven, and that He will banish the unrighteous to everlasting punishment in hell. (Luke 24:46-47; John 14:6; Acts 4:12; Romans 3:23; 2 Corinthians 5:10-11; Ephesians 1:7 and 2:8-9; Titus 3:4-7).
  • We believe in the present ministry of the Holy Spirit, whose indwelling enables the Christian to live a godly life. (John 3:5-8; Acts 1:8 and 4:31; Romans 8:9; 1 Corinthians 2:14; Galatians 5:16-18; Ephesians 6:12; Colossians 2:6-10).
  • We believe in the resurrection of both the saved and the lost; the saved unto the resurrection of eternal life and the lost unto the resurrection of damnation and eternal punishment. (1 Corinthians 15:51-57; Revelation 20:11-15).
  • We believe in the spiritual unity of believers in the Lord Jesus Christ and that all true believers are members of His body, the church.  (1 Corinthians 12:12, 27; Ephesians 1:22-23).
  • We believe that the ministry of evangelism (sharing and proclaiming the message of salvation only possible by grace through faith in Jesus Christ) and discipleship (helping followers of Christ grow up into maturity in Christ) is a responsibility of all followers of Jesus Christ.  (Matthew 28:18-20; Acts 1:8; Romans 10:9-15;1 Peter 3:15).
  • We believe God’s plan for human sexuality is to be expressed only within the context of marriage, that God created man and woman as unique biological persons made for each other. God instituted monogamous marriage between male and female as the foundation of the family and the basic structure of human society. For this reason, we believe that marriage is exclusively the union of one genetic male and one genetic female. (Genesis 2:24; Matthew 19:5-6; Mark 10:6-9; Romans 1:26-27; 1 Corinthians 6:9).
  • We believe that we must dedicate ourselves to prayer, to the service of our Lord, to His authority over our lives, and to the ministry of evangelism.  (Matthew 9:35-38; 22:37-39, and 28:18-20; Acts 1:8; Romans 10:9-15 and 12:20-21; Galatians 6:10; Colossians 2:6-10; 1 Peter 3:15).
  • We believe that human life is sacred from conception to its natural end; and that we must have concern for the physical and spiritual needs of our fellowmen.  (Psalm 139:13; Isaiah 49:1; Jeremiah 1:5; Matthew 22:37-39; Romans 12:20-21; Galatians 6:10).
  • We believe God wonderfully and immutably creates each person biological male or female.  These two distinct, but complementary sexes together reflect the image and likeness of God.  Rejection of one’s biological sex is a rejection of God’s merciful design and creative order.  (Genesis 1:26-27; Mark 10:6; 1 Corinthians 6:9; Deuteronomy 22:5).

Expectations for Ministry Employment

As an employee of Billy Graham Evangelistic Association:

  • I acknowledge that the Lord Jesus Christ is my personal Savior and that I am a personal representative of Him.
  • I understand that BGEA is a Christian organization whose purpose is proclaiming the message of the Gospel of the Lord Jesus Christ throughout the world.
  • I agree that the purpose of my employment with BGEA is to further its Christian purpose, that I am prepared to assist in accomplishing that purpose, and that my role with BGEA plays a vital part in carrying out its Christian purpose and mission.
  • I understand that I must exhibit conduct that is consistent with BGEA’s expectations, whether at work or away from work, in keeping with scriptural teachings and principles as set forth in God’s Word, BGEA’s Statement of Faith, and BGEA’s policies including Christian Conduct.
  • I understand that BGEA has the right and the responsibility to ensure that its Christian religious purpose is carried on with the highest standards and is not harmed or impeded by conduct that is inconsistent with the Bible, BGEA’s Statement of Faith, its Christian religious purpose, or its policies
  • I understand that any of my conduct which is not in keeping with the scriptural teachings and principles as set forth in God’s Word, BGEA’s Statement of Faith, and BGEA’s policies, is inconsistent with BGEA’s Christian religious purpose.
  • I understand that if my conduct is determined by BGEA to be inconsistent with its Christian religious purpose, the result will be corrective action up to and including termination from employment.

The Title VII Exception for Employment

The Billy Graham Evangelistic Association (BGEA) is a faith-based religious organization committed to spreading the Good News of Jesus Christ through every effective means.  Consistent with our charitable purpose to share the Christian faith, a requirement for employment at BGEA is affirmation and adherence to our Christian Statement of Faith.  Our Statement of Faith prerequisite for employment is based upon federal law set forth in Title VII of the Civil Rights Act of 1964, 42 U.S.C. Section 2000e-1.



Benefits Summary:
Full-Time employees working at least 36 hours per week, are eligible for benefits.
  • Medical, prescription, dental and vision insurance
  • Flexible Spending Account (FSA)
  • Long term and short term disability insurance
  • Term Life insurance
  • 401(k) retirement savings plan
  • 10 paid holidays, including 1 floating holiday
  • Minimum 12 days of vacation
  • 10 sick days
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