Guest Services Coordinator

THE POSITION

The Guest Services Coordinator is a member of the Guest Services team and assists in all aspects of daily operation of the Ronald McDonald House (House). They are responsible for delivering exceptional guest service, overseeing the front desk, maintaining safety and security, and the cleanliness and order of the House. This person is responsible for various additional duties as assigned by the Guest Experience Director or House Guest Services Manager.

• Maintain professional and positive communications at all times with staff, volunteers, guest-families, hospital social workers and other stakeholders
• Provide exceptional customer service and support to guest families while maintaining professional boundaries
• Welcome, care for, anticipate and act on guest needs
• Answer telephone calls and direct calls and messages appropriately
• Welcome visitors and guest families
• Check guests in and out of the House
• Ensure House guidelines and policies are followed as needed
• Update daily guest roster
• Communicate with hospital social workers regarding family referrals and room availability as needed
• Engage with and support volunteers; provide tasks, answer questions and offer general support
• Give informative and helpful House tours to guests and visiting groups
• Complete and file forms and communicate events as needed to ensure shift changes run smoothly
• Obtain accurate information regarding donations, including donor names and addresses
• Share guest activities and opportunities, including available event tickets and meals
• Maintain House security; perform background checks on visitors and guests and address security issues per House policies
• Document and communicate safety concerns and guest issues
• Keep front desk and common areas, including lobby, clean and organized
• Understand and deliver the Mission of RMHC

• Maintain established operating policies, practices and protocols in the Ronald McDonald House
• Obtain accurate pre-registration information from social workers at the hospital for guest registration
• Log and communicate visitor and guest issues, check-out items, and safety/emergency issues as directed

• Attend department and all-staff meetings
• Maintain a flexible schedule and manage attendance and time off
• Develop competency with emergency preparedness and evacuation procedures
• Assist with other related duties as requested
• Fill in for vacations and/or holidays, as needed
• Cross-train with other team members
• Assist with group service volunteers, Eagle Scouts, and meal groups
• Drive shuttle to and from the House to Primary Children Hospital
• Most work is conducted in an office environment
• Ability to drive between RMHC locations, as needed

Experience

Required:

• Requires at least two years of work experience in a customer service or similar position that involved interaction with the public; experience in a hospitality/concierge setting is preferred

• Exceptional verbal, written, and interpersonal communication skills
• Basic computer proficiency, including email, Word and Excel, with the ability to learn RMHC computer systems and processes
• Strong attention to detail
• Ability to work well under pressure, independently, and meet multiple deadlines
• Good analytical and problem-solving skills
• Fluency in Spanish is strongly preferred
• Highly organized, creative, energetic and collaborative team player
• Confidence, sensitivity and diplomacy to interact with varied constituents
• Flexibility with regard to work assignments and changing priorities
• Knowledge of HIPAA practices preferred, with a commitment to guest privacy
• Cultural competency and ability to work with people from diverse backgrounds

• Perform basic cleaning tasks and deep…