Guest Services Coordinator II

Description

Job Title: Guest Services Coordinator II

Department: Guest Services

Reports To: Guest Services Director

Classification: Part Time

Regular Shifts: Sat, Sun, Monday 3:30pm-10pm

The Guest Services Coordinator II helps to ensure that Ronald McDonald House Charities of Oregon and Southwest Washington’s four Ronald McDonald Houses® (RMH) offer the most welcoming and hospitable guest services possible. The Guest Services Coordinator II continues in their front desk shift and serves as a contact and support for all guest families during their stay with an eye toward maintaining our safe, clean, and compassionate home away from home environments.  

Primary Duties and Responsibilities Include:

• Adherence to policies and processes that maintain the well-being of staff, volunteers, and guests. Knowledge & expertise with RMHC core guest management policies.  
• Completes shift checklist. 
• Supports all in-house programming such as Meals from the Heart, Pet Therapy, and house events.   
• Maintain proficiency in guest registration and guest management software systems. Ability to trouble shoot software access and user issues.  
• Front desk management- including answering phones, supporting volunteers, greeting families as they arrive in the house, engaging with donors and community stakeholders.  
• Manage guest registration process: check in/check out, house tours, and access to their rooms. 
• Maintain positive and supportive communication to all constituents including hospital partners, donors, and vendors.  
• Serve as a resource for families for navigating transportation, neighborhood services, and family activities in the community.   
• Demonstrate commitment to compassionate hospitality principles with each family interaction and create a comfortable environment that encourages family cooperation and a home-like environment. 
• Ensure a warm and welcome greeting to all families. 
• Physically perform tasks related to the cleanliness and orderliness of the Houses, including but not limited to dishes, laundry, sanitizing, and re-stocking. 
• Support guests in using community spaces and resources.  
• Ability to work Holidays as needed. 

Other Responsibilities

• Housekeeping responsibilities daily throughout the house, general cleanliness and orderliness of the House.
• May be on- call during critical periods
• Maintain Safety protocol for guests and fellow staff members.
• Document daily summary of activities in Communications Log to ensure consistent communication and follow up between shifts. Use of systems in place to properly communicate and share pertinent information from your shift. 
• Adhere to all policies, including donation acceptance policies.
• Assist with other duties as assigned. 
• Ability to work as a collaborative and supportive team member
• Ability to work through daily checklist for house duties.

Requirements

Experience Required:  Requires at least one to two years of full time, consistent service in a Guest Services Coordinator position at RMHC, Passion to serve our community and support families in medical crisis.  

Skills Required:

• Enthusiastic with excellent customer service skills 
• Enjoy working with people and possess a friendly and outgoing personality 
• Excellent listening skills 
• Exceptional verbal, written, and interpersonal communication skills. Strong emphasis on follow through.  
• Basic computer proficiency, including email, Word, virtual platforms including Teams, etc. 
• Strong attention to detail 
• Ability to work well under pressure, meeting multiple and sometimes conflicting priorities 
• Good analytical and problem-solving skills 
• Self-starter and ability to take initiative to identify needs  

Educational Requirements:

High School diploma required; some college level coursework preferred

Work Environment:

Most work is conducted in an office environment. Attendance at events may be indoors or outdoors, possibly in hot or wet weather. In conjunction with certain events, employee may be required to lift packages (up to approximately 30 pounds) and stand for long periods of time. Must have access to a vehicle and possess a valid driver’s license.