Operations Coordinator, Guest Services - LAOCGSA, Los Angeles

Position Summary
The Operations Coordinator, Guest Services, oversees the House during scheduled shifts and is responsible for the safety and operation of the facility. The Operations Coordinator, Guest Services, maintains a caring environment for guests, volunteers, and other staff members. They are accountable for upholding the mission to provide comfort, care, and support to children and families in Southern California.

This position is part of a dedicated team that works 24/7, year-round to deliver high-quality customer service and care to guests staying at the Los Angeles Ronald McDonald House (“LARMH” or “House”), in alignment 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:

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.

Leadership

• 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 a welcome area. Greeting 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 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

Other duties as assigned.

To successfully perform this job, an individual must be able to meet each essential duty satisfactorily. The qualifications listed below represent the necessary knowledge, skills, and abilities. Reasonable accommodations can be provided to help individuals with disabilities carry out these essential functions.

Education, Work Experience, Knowledge, and Qualifications

• High school diploma or GED required; Bachelor’s degree preferred. Relevant work experience may substitute for formal education.
• Minimum of one year of supervisory experience.
• At least one year of experience in a retail, hospitality, or social services setting, preferably working with family clientele.
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
• Demonstrates excellent judgment and a history of making sound decisions. Proven customer service skills with a positive attitude and professional demeanor.
• Proficient in Microsoft Office, comfortable and familiar with hospitality databases.
• Flexible schedule, including availability to work irregular hours 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 read and interpret information in English. Strong communication and presentation skills in both oral and written forms. Capable of effectively presenting information and responding to questions from diverse groups, including managers, clients, board members, families, and the general public. Ability to present facts and recommendations clearly and concisely. Candidates with multi-language skills are encouraged to apply. Bilingual in English/Spanish a plus.

Mathematical and Computer Skills
Ability to calculate figures and amounts including basic math, percentages, and discounts. Strong proficiency in Microsoft Office Suite. Strong knowledge of Excel; Ability to calculate figures and amounts.

Supervisory Responsibilities: Ability to lead and assist with 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 occasional pick-up of donations.

The physical demands and work environment outlined below represent what an employee may encounter while performing the essential functions of this job. Reasonable accommodation can be provided to assist individuals with disabilities in fulfilling these essential functions.

Physical Demands: While performing the duties of this job, the employee regularly requires standing, walking, reaching with hands and arms, climbing, balancing, stooping, kneeling, talking, and hearing. Being on your feet is frequently required. You’ll often need to lift and move items up to 25 pounds. For items over 25 pounds, use team lifting techniques and ask for assistance from your supervisor or other team members. Use push/pull carts when necessary to ensure safety. Never attempt to lift, push, pull or carry an object that is too heavy.

Work Environment
While performing the duties of this job, you must be willing to work independently. The noise level in the work environment is usually moderate.

At-Will Employment
You will be considered an "at-will" employee, meaning that either you or RMHCSC may terminate the employment relationship at any time, with or without cause or notice, except as otherwise required by any applicable notice provisions or RMHCSC’s written policies.

Memorandum of Understanding (MOU): This position and title may be amended, modified or adjusted according to the needs of the business.

Equal Opportunity Employer

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