Guest Services Coordinator presso Ronald McDonald House Charities of Oregon

Description

Job Title: Guest Services Coordinator

Department: Guest Services

Reports To: Guest Services Director

Classification: Days and Weekend hours, non-exempt.

Compensation: $20.29

The Guest Services Coordinator helps to ensure that the Springfield Ronald McDonald House® (RMH) and the entire Heartfelt House, offers the most welcoming and hospitable guest services possible. The Guest Services Coordinator works closely with volunteers and coordinates guest arrival and registration activities and serves as the daily contact and support for all guest families during their stay. The Guest Services Coordinator models RMHC’s values and compassionate hospitality principles, reinforcing a culture of exemplary service for guest families.

Primary Duties and Responsibilities Include:

• Work closely with hospital social workers to coordinate family referrals and placement.
• Manage guest registration process: check in/check out, house tours and access to their rooms.
• Front desk management, including answering phones, supporting volunteers, greeting and touring visitors, donors and community stakeholders.
• Responsible for monthly inventory of house and office supplies.
• Oversee donations and storage room organization.
• Coordinate maintenance and facility repairs as needed.
• Serve as a resource for families for navigating transportation, neighborhood services, and family activities in the community.  
• Provide on-site support for all programs and activities, in collaboration with the volunteers.
• 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.
• Maintain positive and supportive communication to all constituents including hospital partners, donors and vendors.
• Assure adherence to policies and processes that maintain the well-being of staff, volunteers and guests.
• Elevate issues and problems to the Guest Services Manager.
• Maintain proficiency in guest registration and guest management systems.
• Provide oversight and support guests using kitchen and all common spaces.

Other Responsibilities

• Maintain the general cleanliness and orderliness of the Houses.
• May be on call during critical periods.
• Maintain security protocols for guests.
• Provide daily summary of activities to ensure consistent communication and follow up between shifts.
• Adhere to all policies, including donation acceptance policies.
• Assist with other duties as assigned

Requirements

Experience Required:

Requires at least two years of work experience in a customer service or similar position that involves interaction with the public. Experience in the hospitality industry preferred.

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

Basic computer proficiency, including email, Word and Excel, and database management

Strong attention to detail

Ability to work well under pressure, meeting multiple and sometimes conflicting priorities

Good analytical and problem-solving skills

Fluency in Spanish is strongly preferred

Educational Requirements:

High School diploma required

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.

Organizational Values:

Responsibility: Act with respect and accountability.

Work as a unified team: one organization, one family, with one mission.

Model honesty and transparency.

Meaning: Approach every opportunity with integrity, passion, gratitude and humor.

Keep the RMHC mission at the heart of what you do.

Treat others the way they would like to be treated.

Hospitality: Create places where everyone feels welcome, engaged and heard.

Create and maintain strong, positive relationships.

Slow down and take the time to listen.

Change: Learn and grow, with respect for the past and hope for the future.

Pursue educational opportunities to develop professionally.

Respond creatively and openly to the changing environment.

Compassionate Hospitality Principles – putting VALUES into action

Every guest is the most important guest – seek to give each individual guest 100% attention and create a community in which all people are welcomed and valued. 

Meet the guests, “where they are” – and ensure they can spend as much of their time and emotional energy on the child in treatment.

When faced with a guest request, issue or need, make reasonable accommodations to best serve the guest in that moment.

Ask yourself, “What have I done today to elevate the guest experience?”

Take pride and responsibility for the physical appearance of each house and family room, ensuring high levels of cleanliness and comfort.