Bend Guest Services Coordinator

Job Description

Job Description

Description:

Job Title : Bend Guest Services Coordinator

Department : Guest Services

Reports To : Guest Services Director

Classification : Part Time 10-5 hours per week

The Guest Services Coordinator helps to ensure that Ronald McDonald House Bend offer the most welcoming and hospitable guest services possible. The Guest Services Coordinator works closely with volunteers and coordinate guest arrival and registration activities and serves as the daily contact and support for all guest families during their stay. The Guest Services Coordinator models RMH’s values and compassionate hospitality principles, reinforcing a culture of exemplary service for guest families.

Primary Duties and Responsibilities Include:

• Work closely with hospital social workers to coordinate family referrals and placement.
• Manage guest registration process: check in/check out, house tours and access to their rooms.
• Front desk management- including answering phones, supporting volunteers, greeting families as they arrive in the house, engaging with donors and community stakeholders.
• Assist with monthly inventory of house and office supplies.
• Housekeeping responsibilities include daily housekeeping, as well as complete turnover of family suites between guest stays.
• Cleaning of community kitchen, dishes, running dishwasher and putting dishes away.
• Cleaning of community areas within the house on a daily basis.
• Serve as a resource for families navigating transportation, neighborhood services, and family activities in the community.
• Answer questions, accept, inventory and oversee donations and storage room organization.
• Coordinate maintenance and facility repairs as needed with support from Regional Director.
• Provide on-site support for all programs, activities and events with the direction from Development Director and Chief Development Officer.
• Demonstrate commitment to “compassionate hospitality” principles with each family interaction and create a comfortable environment that encourages family cooperation and a home-like environment.
• Ensure a warm and welcome greeting to all families
• Maintain a positive and supportive communication to all constituents including hospital partners, donors, and vendors.
• Assure adherence to policies and processes that maintain the well-being of staff, volunteers, and guest families.
• Elevate issues and problems to Regional Director.
• Maintain proficiency in guest registration and all guest management systems.
• Provide oversight and support guests using kitchen and all common areas.

Other Responsibilities

• Housekeeping responsibilities daily throughout the house, general cleanliness and orderliness of the House.
• May be on- call during critical periods
• Maintain Safety protocol for guests and fellow staff members.
• Document daily summary of activities in Communications Log to ensure consistent communication and follow up between shifts. Use of systems in place to properly communicate and share pertinent information from your shift.
• Adhere to all policies, including donation acceptance policies.
• Assist with other duties as assigned.
• Ability to work as a collaborative and supportive team member
• Ability to work through daily checklist for house duties.

Experience Required:

Requires at least two years of work experience in a customer service or similar position that involves interaction with the public. Passion to serve our community and support families in medical crisis.

Skills Required:

Team player. Having the ability to pick up where your team member left off the shift before you to keep the workflow consistent.

Enthusiastic with excellent customer service skills.

Attention to detail and professional level of customer service.

Enjoy working with people and possess a friendly and outgoing personality

Excellent listening skills

Exceptional verbal, written, and interpersonal communication skills

Basic computer proficiency, including email, Word and Excel, and database management

Strong attention to detail

Ability to work well under pressure, meeting multiple and sometimes conflicting priorities.

Good analytical and problem-solving skills

Flexibility in a changing environment and ability to positively pivot and openness to new policies and processes as developed. The ability to adapt and keep pace with the current policies and procedures.

Educational Requirements:

High School diploma required; some college level coursework preferred

Work Environment:

Most work is conducted in an office environment. Attendance at events may be indoors or outdoors, possibly in hot or wet weather. In conjunction with certain events, employee may be required to lift packages (up to approximately 30 pounds) and stand for long periods of time. Must have access to a vehicle and possess a valid driver’s license.