Guest Services Associate

The Guest Services Associate works directly with families of Ronald McDonald House during scheduled shifts. Responsible for house operations, safety and registration of guests. This position is responsible for maintaining the atmosphere of a caring and clean environment for families, guests, volunteers and other staff while following policies, procedures, and standards set by RMHC-STX.

Reports to: Guest Services Manager

Position: Full-time/Part-time (16-20 hours) Non-exempt

Shifts: Days/Nights/Weekends/Holidays (Flexible Availability Required)

DUTIES AND RESPONSIBILITIES:

GUEST SERVICES

• Responsible for welcoming and registering guests according to RMHC standards.

• Work in connection with the area hospitals, social workers, and physicians to take referral calls for qualified guest families.

• Promote a warm, friendly atmosphere for all families, volunteers, community workers, visitors and staff while visiting the House.

• Responds to guest complaints, taking prompt and appropriate actions to resolve problems and ensure customer satisfaction is maintained.

• Consistently enforce house policies and rules.

• Communicate reservations, wait lists, and maintenance needs appropriate staff members.

ADMINISTRATION

• Pay close attention to details with capability to oversee House operations and multiple areas simultaneously in a fast paced environment.

• Data entry of all registrations into Family Registry software

• Monitor Medicaid bookings and registrations, ensuring proper accounting is maintained.

• Answers the main telephone line and directs calls and messages.

• Assures accurate records are kept of any monies received for room charges or any other monies received.

SAFETY

• Act as the first point of contact for any issues that may arise during scheduled shift.

• Interact with and offer comfort to House guest in a supportive manner, as appropriate.

• 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 Census Notes

• Exercise good judgment in decision making and report issues to appropriate Manager.

HOUSEKEEPING

• Process linens throughout the shift, ensuring sheets/towels are washed, dried, folded, and put in proper location for the next shift.

• Responsible for stocking and monitoring inventory of household supplies and consumable goods; keeps a current list of needs for Operations Director.

• Maintains a clean and organized working space.

DONORS/VISITORS/VOLUNTEERS

• Greet the public, accept and show gratitude for any type of house donation, give house tours and answer questions related to all aspects of the house and operations.

• Properly supervise volunteers by ensuring volunteers carryout the commitment to guest service and standards.

• To perform other duties as assigned and delegated.

QUALIFICATIONS:

• High School diploma or equivalent is required.

• Prior experience in a customer service/hospitality position.

• Prior experience in working with families and/or individuals in a helping profession.

• Ability to demonstrate effective problem solving skills, written and verbal communications skills.

• Valid Texas driver’s license and proof of liability insurance.

• Ability to operate computers, general office machines, and general office equipment.

• Ability to operate general cleaning equipment.

• Candidate must be highly dependable and responsible.

• Positive attitude, pleasant demeanor, appropriate dress required.

• Spanish speaking skills beneficial.

• Must be able to work irregular hours, shifts, weekends, nights, and holidays.

PHYSICAL DEMANDS:

• The physical demands described are representative of those that must be met by an employee to perform the essential functions of this job. Job duties regularly require standing, walking, reaching, kneeling, talking or hearing. Frequently required to be on feet. Must be able to lift and/or move up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• EQUAL OPPORTUNITY EMPLOYER

BEHAVIORAL EXPECTATIONS:

• Customer Service – Enthusiastically interacts with all customers. Assumes personal responsibility for meeting customer needs. Consistently demonstrates a commitment to customer satisfaction.

• Interpersonal Skills- Is sensitive to the needs, ideas, and feelings of others. Develops and maintains rapport with others. Listens well. Facilitates a group process.

• Adaptability/flexibility – Demonstrates the ability to change behaviors and plans to meet rapidly changing/ competing job demands (new or unusual situations). Receives change as a challenge. Revises plans to meet changing circumstances.

• Communication – Clearly and effectively communicates ideas and requests to others. Persuades or influences others through spoken or written communication.

• Initiative – Starts and completes tasks with minimum of prompting. Willing to make recommendations and assume additional responsibilities.

• Team Player – Fully participates in maintaining a positive team environment that is conducive to customer satisfaction. Builds trust among co-workers, focusing on accomplishing hospital and departmental mission and goals.

• Organized and efficient – Organizes work and uses time efficiently. Takes the initiative to find additional work during slow or downtimes. Recommends innovative ways of doing work more efficiently and effectively.