Operations Associate, Guest Services - LAGSAPTPM, Los Angeles

Summary
The Operations Associate, Guest Services oversees the House during scheduled shifts and is responsible for the safety and operation of the facility. The 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.

Responsibilities

Essential Duties and Responsibilities
The position shall include but is not limited to the following:

• Welcome and acknowledge all guests, volunteers, vendors and visitors in a compassionate, supportive and timely manner.
• Attend to main entrance buzzer and walk-ins to ensure all visitors, vendors, volunteers and guests are appropriately screened and checked in. 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 first point of contact and effectively problem solve any issues that arise during scheduled shift. 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 Family Support Services team as needed 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 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 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 Facilities team. Attend to simple guest facility needs if possible (i.e. replacing light bulbs, locating supplies, etc.).
• Communicate regularly with 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.

Qualifications

• High school diploma/GED required; Bachelor’s degree preferred. Work experience may substitute for education.
• 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 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.

Necessary Skills
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.

Physical Demands
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.

Environment
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.

Ronald McDonald House Charities of Southern California is an Equal Opportunity Employer.

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