Operation Associate, Guest Services - PASGSAF

Position Summary

Our mission at the Ronald McDonald House Charities® of Southern California (RMHCSC) is to provide comfort, care and support to children and families in Southern California. To achieve our vision of creating a community where children and their families embrace life and healing with a sense of hope, enthusiasm and joy.

RMHCSC operates six Ronald McDonald Houses, and two Ronald McDonald Family Rooms, along with Camp Ronald McDonald for Good Times.

The Operations Associate, Guest Services (a.k.a. GSA) oversees the House during scheduled shifts and is responsible for the safety and overall management of the House. The GSA is responsible for maintaining the atmosphere of a caring and clean environment for families, guests, volunteers and other staff following policies, procedures, and standards set by RMHCSC.

Ronald McDonald House Pasadena® is a “home-away-from-home” for families with critically ill children, keeping them close to one another, their doctors and needed medical care.

• 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 guest concerns, taking prompt and appropriate actions to resolve problems and ensure customer satisfaction is maintained.
• Consistently educate and enforce House policies and rules.
• Communicate House activities and changes to the room referral waiting list with other staff members.
• Coordinate and communicate with hospital staff and families about room availability and transportation needs.

• Perform the function of “manager on duty” and act as first point of contact for any issues that may arise during scheduled shift.
• Ensure safety and security of guests and House during shift.
• Respond to emergency situations and know how to use all safety equipment.
• Communicate in writing about events that occurred during shift, through hot sheets.
• Exercise good judgment in decision‑making and reporting issues to Operations Manager.
• Adhere to city, state, and federal public health department ordinances, along with company processes and procedures to ensure the safety and well‑being of all who enter the campus.

• Housekeeping responsibilities such as make beds, vacuum, dust, clean and disinfect guest rooms, common areas and bathrooms.
• Conduct arrival and departure audits of guest rooms and common areas to ensure that House high cleaning standards are maintained.
• Process laundry throughout the shift ensuring that it is all washed, dried, folded and put in its proper location before the start of each day.
• Responsible for stocking and monitoring inventory of household supplies and consumable goods; keeps a current list of needs for Operations Manager.
• Pay close attention to details with capability to oversee House operations and multiple areas simultaneously in a fast paced environment.
• Data entry into appropriate database.

• Greets the public, accepts donations and thanks donors, gives House tours and answers questions related to all aspects of House operations.
• Assist Community Engagement Coordinator with management of volunteers, ensuring their understanding and following of House policies and rules, safety requirements, confidentiality expectations, code of conduct, and family‑centered service practices.
• Support Meals of Love, Baking with Love, service‑day activities, and other volunteer programs as assigned.

Other duties and responsibilities as requested.

• High School diploma or GED.
• 1‑3 years in same or similar position. Hotel/Hospital experience beneficial.

• General knowledge and demonstrated experience with office management.
• Knowledge of the organizations and operations of administrative programs.
• Ability to establish and maintain effective relationships with other management staff, employees, and the general public.
• Ability to present facts and recommendations effectively in oral and written form.
• Highly dependable and responsible.
• Highly developed customer service skills; positive attitude and pleasant demeanor.
• Spanish…