The Operations Associate, Guest Services Lead, oversees the House during scheduled shifts and is responsible for the safety and operation of the facility. The Lead Associate will maintain a caring environment with guests, volunteers, and other staff members. S/he is accountable for stewardship of the mission to provide comfort, care, and support to children and families in Southern California. This position is part of a team that works 24/7, year-round to provide high-quality customer service and care to guests staying at the Ronald McDonald House (“RMH” or “House”) and consistent with policies and standards set by the Board of Directors of the Ronald McDonald House Charities of Southern California.
Essential Duties and Responsibilities
The position shall include but is not limited to the following:
Guest Services and Front Desk Care
• Welcome and acknowledge all guests, volunteers, vendors, and visitors in a compassionate, supportive, and timely manner.
• Attend the main entrance buzzer and walk-ins to ensure all visitors, vendors, volunteers, and guests are screened and checked in appropriately. Maintain record of building occupants.
• Enforce all health- and safety-related practices related to guests and/or the front desk.
• Provide concierge-level service for guest check-ins, check-outs, orientations, tours, and other guest needs that may arise, following procedures and policies set forth by the House.
• Communicate policies and procedures gracefully.
• Act as the first point of contact and effectively problem-solve any issues that arise during scheduled shifts. Communicate with shift partner and/or supervisor for assistance or to elevate issues.
• Document all incidents and conversations relevant for peers and/or supervisors to ensure subsequent shifts are well-informed and important information is conveyed in a timely fashion.
• Receive and record all room referrals and guest data according to procedures.
• Communicate with appropriate medical staff as needed in a professional and friendly manner.
• Record financial transactions, including deposits, room fees, donations, and merchandise sales.
• Partner with the Family Support Services team to best support guest families.
• Provide warm customer service and serve as the host for Meal of Love groups.
• Properly supervise volunteers by ensuring they understand the House's commitment to compassionate hospitality and that they observe standards of conduct, rules, safety regulations, and House policies.
• Inspect, clean, and organize common areas throughout the House, including disinfecting common touch points, taking out the trash, running/unloading dishwasher, sweeping/mopping/vacuuming, and attending to spills or urgent requests.
• Re-fill and re-stock supplies for kitchens, bathrooms, and front desks, as well as guest amenities.
• Document maintenance needs for the Facilities team. Attend to simple guest facility needs if possible (i.e., replacing light bulbs, locating supplies, etc.).
• Communicate regularly with the Housekeeping team to ensure timely attention to guest room turnover and other deep cleaning needs. Document housekeeping-related needs.
• Maintain up-to-date knowledge of emergency procedures and security protocols. Uphold RMH standards of safe guest accommodations and working conditions.
• Process in-kind donations according to procedure.
• Attend all applicable trainings.
• Other duties and responsibilities as requested.
• Use best judgment to resolve conflict and provide a timely solution to House issues. Provide written information to the supervisor of any incidents and the follow-up action taken.
• Assist management in onboarding new employees and help lead annual trainings.
• Provide leadership, direction, and coaching to Guest Services Associate shift partner. Work with management to provide feedback on shift partner for quarterly check-ins and annual reviews.
• Take on special projects and roles to provide elevated care, management, and continuity. Plan, support, provide feedback, and lead volunteers/colleagues in the following areas, with typically 2-3 primary focuses per shift--
- Administrative: Review database activity and guest records, ensuring accuracy and efficiency; communicate with the medical team and colleagues to fill knowledge gaps; generate reports; track inventory of Coca-Cola and Martin-Brower supplies; help field general inquiry emails
- Scheduling: Oversee processing and prioritizing of the room referral process during shift, make sure every open room is scheduled daily; help field referral inquiry emails and calls
- Amenities Storage: Take ownership of front desk, back office, and Comfort Closet storage spaces; organize and put away gifts-in-kind and delivered items; monitor Help Yourself guest amenities offerings; ensure adequate supply of Comfort Kits, including tracking inventory and packing bags as needed; help field gifts-in-kind inquiries and deliveries
- Meals of Love: Check for MOL at the beginning of the shift. 30 minutes before groups arrive, prepare the kitchen and set out welcome area. Greet the group upon arrival, check in protocol, and deliver brief info session if the volunteer manager is unavailable. Check in with the group throughout, take photos/videos, and check in 30 mins prior to serving. If the volunteer manager is unavailable, once serving has started, check in with the group to make sure they know about clean up/supplies, take a photo of team, make sure team signs out, and give a thanks. *Refer to MOL GSA PROCEDURES
- Facilities and Vendor Visits: Coordinate with management to schedule vendors/repair technicians as needed; greet and liaise with on-site vendors; inspect and approve room openings/closures; ensure common areas, especially kitchens and staff break rooms are clean and orderly; assist in aesthetics maintenance, room care and needs assessments; receive
• High school diploma/GED required; Bachelor’s degree preferred. Work experience may substitute for education.
• At least 1 year of supervisory experience.
• At least 1 year of experience in retail, hospitality, or social services setting required. Experience with family clientele preferred.
• Must be organized, focused and have a track record of excellent judgment.
• Must demonstrate good customer service skills.
• Must be organized and possess the ability to manage multiple tasks and priorities.
• Positive attitude, pleasant demeanor, and appropriate dress required.
• Must be proficient in Microsoft Office and comfortable using hospitality database.
• Must be willing to work irregular hours and holidays as necessary.
Ability to read and interpret information in English. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from managers, clients, board members, families and the general public; ability to present facts and recommendations effectively in oral and written form. Candidates with multi-language skills encouraged to apply.
Job duties regularly require standing, walking; reaching with hands and arms; climbing or balancing; stooping, kneeling; talking or hearing. Frequently required to be on feet. Frequently lift and/or move up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, must be willing to work independently and, when necessary, overseeing the operations of two buildings alone. The noise level in the work environment is usually moderate.