Manager, Helen's House, Full-time

Helen’s House is a hospitality house which provides temporary housing for geographically distant patients and families receiving care at Brooks Rehabilitation. The Manager of Helen’s House oversees daily operations of a temporary lodging facility. This role ensures a safe, welcoming, and supportive environment while managing staff, coordinating activities, and maintaining strong relationships with Brooks Rehabilitation partners and community stakeholders. The Manager is responsible for operational excellence, guest services, financial stewardship, and mission-driven values that enhance the guest experience.

Responsibilities: 

• Guest Services & Experience
  • Ensure a compassionate, respectful, and supportive atmosphere for all guests.
  • Oversee guest intake, eligibility, check-in/check-out procedures, and assists with orientation as is necessary.
  • Address guest concerns and resolve issues with empathy and professionalism.
  • Maintain privacy and confidentiality of all guest information.
• Operations & Facility Management
  • Oversee daily facility operations, including cleanliness, maintenance, safety, and security.
  • Implement and monitor operational policies, procedures, and quality standards.
  • Coordinate with internal Brooks departments and external vendors for repairs, supplies, and facility improvements.
  • Ensure compliance with health, safety, and regulatory standards.
• Staff Leadership
  • Recruit, hire, train, and supervise staff members to ensure consistent, high-quality service.
  • Foster a positive, collaborative, and mission-driven team culture.
• Financial Oversight & Administration
  • Manage the annual operating budget, monitor expenditures, and ensure fiscal responsibility.
  • Oversee billing processes and financial documentation.
  • Maintain accurate records, reports, and data required for internal and external stakeholders.
• Partnerships & Community Engagement
  • Serve as the primary liaison with hospital partners, social workers, and referral sources.
  • Promote Helen’s House within the community to increase awareness and support through stocking the pantry, Guest Chef Night, etc. 
  • Build relationships with donors, sponsors, and community groups to strengthen program sustainability, as requested by Brooks Foundation.
• Program Development
  • Develop and oversee guest programming such as transportation to appointments and groceries, outings and activities, and wellness initiatives.
  • Evaluate program effectiveness and implement enhancements based on guest feedback and best practices.
• Risk Management
  • Manage emergency preparedness plans, crisis response procedures, and incident reporting.
  • Ensure compliance with organizational policies and procedures.

Qualifications:

• Bachelor’s degree in hospitality, healthcare administration, social services, or as a healthcare clinician preferred. 
• Supervisory experience, including leading staff and/or volunteers.
• Experience in customer/guest services, demonstrating empathy, conflict resolution and communication skills. 

Compensation: Experience and education may be considered along with internal equity when job offers are extended.

Location: Helen’s House at 6207 Beach Blvd. Jacksonville, FL 32216 

Hours: Full-time employee, some weekend and after hours may be necessary.

Thriving in a culture that you can be proud of, you will also receive many employee benefits such as the following: 

• Competitive Pay 
• Comprehensive Benefits package 
• Vacation/Paid Time Off
• Retirement Plan with Match
• Employee Discounts
• Education and Professional Development Programs