Hospitality Manager

Organizational Overview

Since 1975 The Mustard Seed Street Church has been essential in fighting hunger and restoring faith to our community in Greater Victoria. Our operations are nearly 100 percent community funded and include Vancouver Island's largest and most accessible Food Bank; daily meals, coffee, and snacks; Hospitality programs; and a Food Security Distribution Centre. We offer church services and community building faith based programming, as well as pastoral care for those seeking a place to belong and grow spiritually. Through these core programs we assist over 5,000 people each month with the help of more than 50 daily volunteers and many generous financial supporters!

Position Overview

The Hospitality Manager provides leadership and oversight for all aspects of hospitality including drop-in programming, meal service, clothing access, coffee window service, and overall safety of the building and the community within it. This role will oversee daily management of staff, volunteers, and operations who support these programs. The Hospitality Manager will provide leadership to the Hospitality department which involves a spiritual and practical vision for this team and the programs it provides-from addressing basic physical needs like foot care and clothing, to daily meal programs and the coffee window- there is always a gentle invitation to the community of Christ which is at the heart of the care that Mustard Seed Street Church provides. The Hospitality Manager will be directly managing Hospitality team members including scheduling, conducting performance reviews, disciplinary meetings, hiring, and onboarding. This role ensures that all guests are welcomed and treated with dignity, compassion, and respect. As this department has crossover with The Market, Kitchen, and Church programming, the Hospitality Manager must have excellent professional communication and interpersonal skills as they will be working alongside various departments and teams. The Hospitality Manager will have the ability to balance administrative and operational excellence with relational leadership fostering a culture of teamwork, empathy, and integrity for the Hospitality team and those they serve.

Key Responsibilities

Leadership & Vision

• Provide inclusive and values-driven leadership to all Hospitality programs.


• Inspire and empower staff and volunteers to serve others with care, empathy, and professionalism.


• Foster a positive, collaborative, and solutions-focused team culture.


• Model integrity, accountability, and compassion in all interactions.


• Develop a vision for growth and community engagement that strengthens relationships and impact.

Operations & Program Oversight

• Oversee day-to-day operations of drop-in and hospitality services, including meals, hygiene, clothing, and safety.


• Ensure programs are delivered safely, efficiently, and in alignment with organizational values and standards.


• Collaborate across departments to provide seamless, person-centered care.


• Implement systems for quality assurance, risk management, and continuous improvement.


• Evaluate programs, identify community needs, and develop innovative responses that promote inclusion and dignity.


• Manage budgets and expenditures for Hospitality programs.


• Maintain accurate records, statistics, and documentation.

Community Engagement & Partnerships

• Build and maintain strong relationships with local service providers, community organizations, businesses, and supporters.


• Represent the organization with professionalism, compassion, and respect for all.


• Promote collaboration and resource sharing to enhance community impact.


• Encourage volunteer and community participation through engagement.

Staff & Volunteer Supervision

• Recruit, train, and supervise staff and volunteers within Hospitality programs.


• Schedule and oversee staff assignments, ensuring adequate coverage and quality of service.


• Conduct regular supervision, coaching, and performance evaluations.


• Promote professional development and a supportive team environment.


• Recognize and celebrate the contributions of staff and volunteers.

Performs other related duties as required.

Skills & Abilities

• Proven leadership skills and ability to inspire and guide diverse teams.


• Excellent interpersonal, communication, and conflict-resolution abilities.


• Experience working with individuals facing poverty, homelessness, mental health, and substance use challenges.


• Knowledge of trauma-informed and person-centered approaches.


• Strong organizational and administrative skills.


• Ability to maintain composure, empathy, and professionalism in challenging situations.


• Sound judgment, discretion, and decision-making ability.


• Capacity to manage multiple priorities and adapt to changing needs.


• Ability and experience working under pressure.


• Excellent critical thinking and problem solving skills.


• Excellent verbal and written communication skills.


• Ability to think systematically.


• Ability to stand/walk entire shift; ability to lift 20lbs regularly and up to 50lbs occasionally.

Qualifications

• 3-5 years experience in social service or non-profit field; preferably with manager/supervisor experience.


• Post Secondary education in social or human services, counseling, leadership, or a related field (or combination of experience and education will be considered)


• Required – Acceptable Criminal Record Check with Vulnerable Sector Clearance;


• Required – Computer Skills: working knowledge of Microsoft office suite;


• Required – Medical Clearance letter


• Required-Willing to obtain – Standard First Aid and CPR-C; Naloxone


• Asset – Food Safe, ASSIST, NVCI (or equivalent)

Terms of Employment

• Must be willing to sign the MSSC staff code of conduct.


• This position reports to: Operations Manager


• Direct Reports : Hospitality Team Members


• Term: Full-Time position (37.5 hours/week)


• Hours : Monday – Friday 8am to 4pm; flexible schedule and hours will be determined depending on the needs of the MSSC


• Must read and agree to follow MSSC policies which are a living, changing document.


• The MSSC follows BC Employment Standards.


• Must provide completed Medical Assessment form your Medical Practitioner.

As our programs and team continue to grow, this job description may evolve to reflect changing organizational priorities and shared responsibilities.