Family Services Assistant Manager

Job Description

Job Description

Salary: $20.00 Hourly

Job Title: Family Services Assistant Manager (Guest Services & Hospitality)

Job Type: Full Time

FLSA Status: Non-Exempt

Schedule: Weekdays, Rotating Schedule 9:30 -5:30 and 8:30 to 4:30

Job Overview: The Family Services Assistant Manager works closely with the Ronald McDonald Family Services Manager to maintain guest relations and daily operations of the Ronald McDonald House. This role is ideal for candidates with experience in hospitality, guest services, customer service, front desk or service driven environments who enjoy supporting individuals and families through attentive care and exceptional service.
TheFamily Services Assistant Manager applies operations guidelines including determining eligibility, working with hospital staff to assign overnight accommodations, family registration and management of complexities of families receiving treatment locally for their critically and/or chronically ill children.

Responsibilities & Duties:

• Provides daily support to the Family Services Manager and guest families while fostering a welcoming environment centered on compassion, hospitality, and expectational guest services.
• Responsible for the safety, security, and well-being of guest families. Performs regular rounds to identify maintenance needs and ensure a safe, clean, comfortable and supportive atmosphere
• Welcomes families through professional front desk operations including guest registration, check-in/check-out procedures, house orientation, tours, and explanation of house rules, policies, and available services.
• Maintains a visible and approachable presence during shifts to provide outstanding customer service and ensure compliance with house policies and procedures. With guidance from the Family Services Manager, professionally resolves guest concerns and conflicts in a calm, respectful, and solutions-oriented manner.
• Communicates daily needs, eligibility requirements, policies, and organizational information to medical personnel, families, and visitors with professionalism and empathy.
• Assist Family Services Manager with daily recording accurate documentation of daily waitlists, guest lists, occupancy report, room donations and communication logs. Oversees referrals, room assignments, and front desk guest services operations.
• Performs daily housekeeping duties to maintain cleanliness, organization, and a welcoming hospitality-focused environment. Ensures vacated rooms are cleaned, prepared, and restocked for incoming families, including laundering linens and maintaining guest-ready accommodations.
• In the absence of the Family Services Manager, the ability to handle emergencies that may occur during their shift (i.e., fire, power outage, etc.)
• Assists Family Service Manager with directing volunteers as they facilitate family-centered activities including assigning and directing community service volunteers.
  
• Carries out administrative and customer support duties including answering phones, filing, typing, copying, scanning, data entry, billing and distributing
• Responsible for cleaning, restocking supplies, maintaining kitchen, organizing pantries and other duties as assigned. Keeps inventory of supplies and materials as well as submit order requests as needed.
• Records, organizes, and sorts monetary and nonmonetary donations received.
• Informs Facility Manager of all anticipated major repairs and maintains a repair
• Assist Family Services Manager in supervising and training Family Services Associates while promoting teamwork, professionalism, and high-quality guest services.
• Informs Director of Operations of guest situations and problems in a timely manner.
• Attend and participate in scheduled staff meetings and other meetings as needed.
• Collaborates with Director of Operations and Director of Marketing Development to support marketing needs to include collection of family stories, photos, and assist with special events.

Education level: High School Diploma and prefer one year certificate from college or technical school.

Specific Skills

• Strong customer relationship skills
• Demonstrated competence in Microsoft Office
• Writes clearly and informatively; Edits work for spelling and grammar; Able to read and interpret written information
• Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions
• Excellent verbal skills
• Bilingual capability (English/Spanish) is advantageous, but not required

Experience: At least 1-3 years of experience in customer facing and/or customer relations roles such as hospitality, hotels, guest services, front desk, customer service and service-oriented roles. At least 1 years experience supervising others.

Other Requirements:

• Must be available and willing to travel to various locations and with such frequency as the business need dictates. Must be willing to work nights, weekends and holidays as required to meet business needs.
• Successfully pass local, state, and national Criminal Background Check
• Pass a Drug Test
• The Family Services Assistant Manager must be dependable, trustworthy and conduct him/herself at all times in a manner that reflects positively to this organization.

Licenses/Certifications: NA

Physical Demands

• Sits at desk 20-30% of the day. Significant physical activity at other times to include typical cleaning/custodial activities. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste or smell.
• Near visual acuity essential for reading. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Hearing and speaking essential for communication.
• Able to lift and transport up to 50 pounds.
• Physically able to climb stairs and perform small maintenance tasks as needed.

Reports To: Family Services Manager

Supervises: In the absence of the Family Services Manager supervises Family Services Associates

Disclaimer: Nothing in the job description restricts managements right to assign or reassign duties and responsibilities to this job at any time, for any reason.