Hospitality Manager

Job Description

The Shrine of Our Lady of Guadalupe is seeking a dedicated and experienced Hospitality Manager to lead the hospitality operations of the new Saint Juan Diego Pilgrim House, anticipated to open in spring 2027.
The Pilgrim House extends the Shrine's mission, offering pilgrims, retreatants, clergy, and religious a peaceful setting for prayer, rest, and spiritual renewal. Summary
The Hospitality Manager provides leadership and day-to-day management of the Saint Juan Diego Pilgrim House's hospitality operations. The position is responsible for creating a
welcoming, well-organized, and professionally managed environment for overnight pilgrims, retreat participants, clergy, conference guests, staff, volunteers, and other visitors.
Reporting to the Director of Operations, the Hospitality Manager manages the Pilgrim House hospitality team, oversees guest experience and daily hospitality operations, and ensures that established service standards are consistently met.
The Hospitality Manager works collaboratively with the Retreat Director, Food and Beverage Director, Pilgrim Services Department, Buildings and Grounds Department, and other Shrine departments to provide a seamless guest experience and support the Shrine's overall mission.
Essential Responsibilities

1. Hospitality and Guest Experience

Oversee the overall guest experience at the Pilgrim House and maintain high standards of welcome, service, cleanliness, and professionalism.

Ensure that guest rooms, common areas, and hospitality spaces meet Pilgrim House standards of beauty and simplicity.
Respond appropriately to guest concerns, special requests, and service issues.
Monitor guest feedback and identify opportunities to improve hospitality and service.
Ensure that hospitality practices reflect the character and values of the Shrine.

2. Team Leadership

Model the Shrine's values through personal example, treating guests, employees, and volunteers with dignity, kindness, and respect.
Recruit and recommend qualified candidates for positions within Pilgrim Hospitality, subject to the Shrine's hiring process.
Orient, train, schedule, coach, and supervise hospitality employees and volunteers.
Conduct regular performance evaluations and provide ongoing feedback regarding employee performance.
Address routine performance and conduct matters in accordance with Shrine policies and procedures.
Recommend significant disciplinary action or termination to the Director of Operations and Human Resources, as appropriate.
Foster a positive, respectful, accountable, and mission-centered workplace culture.
Exercise sound judgment, remain calm under pressure, and approach challenges with a solutions-oriented mindset
3. Daily Operations

Manage daily operations for the front desk, guest services, housekeeping, meal service support, and related hospitality functions.
Establish and maintain practical procedures and service standards to support consistent, efficient operations.
Ensure appropriate staffing and coverage based on guest and retreat needs.
Coordinate the response to after-hours guest needs, emergencies, and unexpected operational issues.
Maintain appropriate records and information necessary for effective hospitality operations.
Coordinate maintenance requests and preventative maintenance.
Continuously evaluate and improve hospitality procedures and systems.
Manage Pilgrim House budgets, purchasing, and cost controls.

4. Retreat and Group Coordination

Coordinate room blocks, schedules, and guest flow for retreat groups.

Work closely with the Retreat Director and other Shrine personnel to ensure that retreat groups, conferences, pilgrim groups, clergy, and other organized guests receive appropriate accommodations and hospitality.
Coordinate with the Food and Beverage Director regarding meal schedules, dietary needs, refreshments, and other guest requirements.
Communicate relevant guest and group information to appropriate departments in a timely manner.
Help anticipate and resolve logistical challenges that affect the guest experience.
5. Stewardship and Administration

Manage hospitality operations within approved budgets, staffing levels, and organizational policies.
Monitor the use and condition of supplies, equipment, furnishings, and other Pilgrim House resources.
Work with the Director of Operations to identify operational needs, improvement opportunities, and budget considerations.
Maintain appropriate confidentiality regarding guests, employees, clergy, religious, and other members of the Shrine community.
Participate in meetings, training, and professional development appropriate to the position.
6. Collaboration and Mission Support

Maintain strong working relationships with the Director of Operations and other Shrine departments.
Support the Shrine's overall mission and contribute to a culture of cooperation across departments.
Recognize that the Pilgrim House is an extension of the Shrine's pilgrimage ministry and ensure that hospitality operations support that purpose.
Perform other duties consistent with the position and the needs of the Shrine as assigned.

Qualifications Required
Demonstrated experience leading and supervising employees in a hospitality, customer-service, nonprofit, ministry, or related environment.
Strong interpersonal, communication, organizational, and problem-solving skills.
Demonstrated ability to train, coach, and hold employees accountable.
Ability to manage multiple priorities while maintaining attention to detail and service standards.
Ability to exercise sound judgment and remain calm and professional in challenging situations.

Demonstrated commitment to integrity, confidentiality, and responsible stewardship.
Ability to work evenings, weekends, holidays, and other nontraditional hours as required by the needs of the Pilgrim House.
Alignment with the Catholic Mission of the Shrine.

Preferred

Experience in hospitality, lodging, retreat centers, conference centers, pilgrimage ministry, religious communities, or similar environments.
Experience developing or improving operational procedures and service standards. Experience managing budgets and operational expenses.
Familiarity with Catholic ministry, pilgrimage, retreat ministry, or religious hospitality.
Bachelor's degree in hospitality management, business, management, nonprofit administration, or a related field, or an equivalent combination of education and experience.
Working Conditions

Primarily works in an office, guest-services areas, and hospitality environment throughout the Pilgrim House.
Regularly interacts with guests, employees, volunteers, clergy, religious, retreat leaders, and members of the public.
Must be able to work a flexible schedule, including evenings, weekends, holidays, and occasional early mornings/late evenings, based on guest and retreat needs.
May occasionally be required to respond to after-hours operational or guest-service needs.
Must be able to stand and walk for extended periods and occasionally lift or move supplies or equipment consistent with the normal operation of the position.

About the Employer

The Shrine of Our Lady of Guadalupe in La Crosse, Wisconsin, faithful to the message of the Blessed Virgin Mary at Tepeyac in 1531, is a place of pilgrimage and ceaseless prayer, serving the spiritual needs of those who suffer poverty in body and soul.

Through the maternal intercession of Our Lady of Guadalupe, the Shrine seeks to lead pilgrims to a deeper encounter with Jesus Christ, especially in the Holy Eucharist and the Sacrament of Reconciliation, offering solace, hope, and spiritual renewal.