Guest Services Associate, Palo Alto

Job Description

Job Description

JOB SUMMARY

The Guest Services Associate (GSA) is responsible for the internal operation of the 123-room Ronald McDonald House at Stanford while on shift, maintaining a supportive, safe, and secure environment for families, staff, and volunteers. The GSA team provides 24/7 guest services. Under the direct supervision of the Family Services Manager, the GSA directs the work of Team Volunteers, creates a welcoming atmosphere for guests, and ensures that services are delivered according to current policies and procedures. The GSA interacts with families and guests from diverse cultural and economic backgrounds within a semi-medical environment, properly badges them in, and connects them to the appropriate staff member.

Additionally, this role holds administrative responsibilities such as answering and transferring phone calls, processing staff and family packages and correspondence, greeting guests, checking in and out guest families, managing family access cards, logging maintenance orders, maintaining a clean main lobby, kitchen, laundry rooms, seating and dining areas, stocking and distributing household resources, and responding to all family questions and emergency situations.

The Guest Services Associate is a full-time or part-time, non-exempt role required to work some holidays and weekends. Full-time GSAs are expected to work five 8-hour shifts every week. Part-time GSAs are expected to work one to three 8-hour shifts every week. All GSAs are welcomed to pick up complete or partial open shifts.

Schedule Breakdown: Every Day (Monday – Sunday)

1st Shift: 6:45am – 3:15pm

2nd Shift: 2:45pm – 11:15pm

DUTIES AND RESPONSIBILITIES

• Connect with outgoing/incoming GSA at the beginning and end of each shift to relay important information.
• Respond to all family questions and emergency situations with compassion, attentiveness, and exercising professional boundaries, ensuring all appropriate departments are informed and communication is clear.
• Maintain a safe and secure communal living environment for families by safeguarding the main entrance, identifying guests, frequenting communal areas, and communicating any concerns to the appropriate staff member.
• Connect families, guest, visitors, volunteers or donors with the appropriate staff member via phone, in-person or share the correct contact information.
• Perform walk-throughs of the entire house, multiple times during shift to ensure tidiness and safety, fostering an atmosphere of availability and approachability.
• Register and monitor Day Pass families, providing tours, towels, and other resources.
• Log all maintenance issues observed during walk-throughs or requested by staff or families through our Family Registry System, ensuring all necessary information is provided and recorded.
• Complete all family requests and deliveries, including fridges, freezers, cots, pack & plays, breast pumps, and other linen items, to support families’ needs.
• Accept, record, and distribute donations, ensuring donors are welcomed and appreciated for their support and their information is capture accurately.
• Create, replace, and monitor family access cards.
• Carry duty cell phone to ensure availability for families, guests and emergencies while not at the front desk.
• Support the family care department with check-ins, check-outs, room changes, and the preparation of welcome folders/bags for incoming families.
• Guide the work of Team Volunteers, utilizing them as an extension of the GSA team to restock storage spaces, tidy common areas, cover breaks, and attend to the family needs.
• Receive, log and distribute all family and staff packages and correspondence, ensuring accurate record of date and time received, delivery company, appropriate storage.
• Maintain a clean main lobby, kitchen, laundry rooms, seating, and dining areas by tiding them up, picking up trash, and wiping down surfaces.
• Load, unload, and run family kitchen dishwashers at the end of the day.
• Prepare, put out, and clean up daily continental breakfast, following safe food handling practices.
• Count and put away daily dinner leftovers, following safe food handling practices.
• Monitor, stock and distribute household resources including trash bags, toilet paper, laundry soap, cleaning cloths, diapers, toiletries, feminine pads, and other items to the laundry rooms, front desk and other storages.
• Restock and monitor soda and water machines, as well as accept and organize soda deliveries using the first in, last out method.
• Thoroughly disinfect fridges, freezers, cots, cribs, breast pumps, strollers, wheelchairs, and other items before to storing them or providing them to families.

QUALIFICATIONS AND PREREQUISITES:

Education and experience:

• High School Diploma Required
• 1 year of customer services experience

Knowledge, skills, abilities, and other:

• Spanish-speaking, a plus
• Compassionate and attentive customer service.
• Good problem-solving and organizational skills.
• Strong attention to detail.
• Ability to work and adapt to a fast and slow-paced environment.
• Good active listening.
• Ability to handle difficult situations with confidence and compassion.
• Service oriented.
• Ability to set professional boundaries with families.
• Ability to work as part of a large team, fostering a positive work environment.
• Strong communication skills.
• Interest in working with families and children.
• Ability to work with diverse populations.
• Computer literate in MS Office suite of products or similar.
• Ability to work in a semi-medical environment with children being treated with life-threatening illnesses and their families.
• Certified in Adult & Pediatric CPR, First Aid and AED or ability to get certified.
• Valid CA driver’s license.
• Must be able to lift 50 pounds.

Job description is for informational purposes only. Additional duties that are consistent with the responsibility level may be assigned.