Job Title: Operations Associate, Guest Services
Program: Ronald McDonald House, Inland Empire
Reports To: Operations Manager, Hospitality Services
FLSA Status: Non-Exempt; Full Time
Pay Rate: $18.00-$20.00 per hour
Summary:
The Operations Associates, Guest Services maintains the guest services operations of the House during scheduled shifts and is responsible for the safety and overall guest services management of the House. The Operations Associate, Guest Services is responsible for maintaining the atmosphere of a caring environment with guests, volunteers and other staff following policies, procedures, and standards set by Ronald McDonald House Charities of Southern California (herein referred to as RMHCSC or the Chapter).
Responsibilities
Essential Duties and Responsibilities
The position shall include but is not limited to the following:
- Welcome and acknowledge all guests according to company standards and anticipate and address guests’ service needs.
- Interact with and offer comfort to House guests in a supportive manner, as appropriate.
- Respond to emergency situations and know how to use all safety equipment.
- Communicate in writing about events that occurred during shift, through shift reports.
- When necessary assist Housekeeping such as vacuum, dust and disinfect; cleaning of guest room.
- Responsible for stocking and monitoring inventory of household supplies and consumable goods; keeps a current list of needs for Operations Manager, Hospitality Services and Operations Director.
- Use daily task list and overnight work list to ensure required operational tasks and duties are completed.
- Ensure safety and security of guests and house during shift.
- Greet the public, accept and thank for donations, give House tours and answer questions related to all aspects of House operations.
- Respond to guest complaints, taking prompt and appropriate actions to resolve problems and ensure customer satisfaction is maintained.
- Must use translating devices to assist guests when necessary.
- Exercise good judgment in decision-making and reporting issues to Operations Manager, Hospitality Services and Operations Director as appropriate.
- Pay close attention to details with capability to oversee House operations and multiple areas simultaneously in a fast paced environment.
- Properly supervise House volunteers by ensuring that volunteers understand House commitment to guest service and that they observe standards of conduct, rules, safety regulations, and House policies.
- Conduct arrival and departure audits of guest rooms and common areas to ensure that House high cleaning standards are maintained.
- Assist when necessary in the processing of laundry throughout the day/evening/overnight ensuring that it is all washed, dried, folded and put in its proper location before the start of each day.
- Review daily room referrals and day use requests prioritizing and following up with social workers on any concerns on the requests. Scheduling family check-ins and making all necessary data entries, written and/or computerized.
- Review and assure accuracy with all data entry processes for all applications and programs used by the GSA’s.
- Train new hires in their role as a Guest Services Associate covering all aspects of the day to day front desk operations including all software applications and support programs
- Maintain California Children’s Services (CCS) process, tracking and billing as assigned.
Education, Work Experience, and Qualifications
- High school diploma or GED required; Bachelor's degree preferred. Relevant work experience may substitute for education.
- Minimum of 1 year of supervisory experience.
- At least 1 year of experience in retail, hospitality, or social services required; experience with family clientele preferred. Hotel or hospital experience is a plus.
- Strong customer service skills required.
- Must be organized, focused, and demonstrate sound judgment.
- Ability to manage multiple tasks and priorities is essential.
- Positive attitude, pleasant demeanor, and appropriate attire are required.
- Proficiency in Microsoft Office and comfort with various databases is necessary.
- Ability to multitask in a fast-paced environment is essential.
- Must be highly dependable and reliable.
- Flexibility to work weekdays, weekends, evenings, overnight/graveyard shifts, and holidays as needed.
Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables in situations where the person must rely on their judgment, adaptability, and resourcefulness to find effective solutions.
Language Skills
Ability to interpret a variety of instructions in English that is furnished in written, oral, diagram, or schedule form. 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 public; ability to present facts and recommendations effectively in oral and written form. Candidates with multi-language skills are encouraged to apply.
Mathematical and Computer Skills
Ability to calculate figures and amounts including basic math, percentages, and discounts. Strong proficiency in Microsoft Office Suite.
Supervisory Responsibilities
Ability to lead and assist with other Guest Services Associates and Volunteers as needed.
Certificates, Licenses, Registrations
A valid California Driver’s License and a clean driving record are required to operate company vehicles for tasks such as transporting families or staff as needed.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Job duties regularly require standing, walking; reaching with hands and arms; climbing or balancing; stooping, kneeling; talking or hearing. Frequently required to be on foot. Frequently lift and/or move up to 25 pounds.
Work 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. The noise level in the work environment is usually moderate.
Memorandum of Understanding (MOU)
This position and title may be amended, modified or adjusted according to the needs of the business.
Equal Opportunity Employer
