Operations Associate

Operations Associate

Ronald McDonald House New York is currently seeking an Operations Associate. This role is most often the first point of contact for families at Ronald McDonald House New York. They work directly with the families to provide superb customer service while these families are in crisis. The associate plays an integral role in providing day-to-day support for the entire Operations Department including Housekeeping, Maintenance, Transportation, and Family Support.

The pay for this role will be $20.66 an hour. The schedule will be Tuesday through Saturday 3 PM to 11 PM.

Key Responsibilities:

Security & Safety

• Maintain a supportive and caring environment at all times and protect the integrity of the organization and its Mission
• Work with House security and volunteer greeters to secure the entrance and monitor the coming & goings of all guests and greet all who enter the House.
• Maintain office security by following safety procedures and controlling access via the reception desk (monitor logbook, issue visitor & families badges)
• Walk around the public areas to ensure all doors are closed and all spaces are empty and secure.
• Be aware of any Fire Life & Safety compromising conditions around the house. Respond to House emergencies as needed

Reception

• Maintains a pleasant demeanor at all times
• Ensure the reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms, and brochures)
• Perform receptionist duties: answer the phone, take messages and transfer calls, receive, document, and disperse all mail, packages, and donations (in-kind and cash) as directed
• Maintain all logs, sign-up sheets, and current information for families and staff
• Direct families to all logs, sign-up sheets, and current information about activities and programs
• Maintain professional relationships, and serve as a resource with House Guests, volunteers, vendors, donors, neighbors, and community groups
• Communicate all concerns to the Manager on duty
• Sign, code, and submit receipts for House purchases
• Ensure that all supplies needed to support the reception desk are in place daily
• Greet new and returning families, escort them to their rooms, and give comprehensive tours of the house while informing them on house activities, programs, and rules
• Perform check-in and check-out of guests
• Complete the daily shift wrap-up report
• Log all sign-up sheets into digital formats (Cleaning sheets, Transportation Sheets, etc.)
• Coordinate transportation requests

Guest Services

• Review reservations for the next day to confirm room types, and additional guest requests
• Update the Family Support Team regarding reservations, guest concerns, or issues
• Use all operation hospitality software for data input of guest information, facilities management, and all visitors identification programs
• Maintain confidentiality of personal/medical information of all guests
• Prepare Guest rooms for occupancy; stripping beds/removing, and stocking with clean linens, conducting room inspections
• First line of contact for needs of families in residence. Respond to requests in a timely and efficient manner
• Stock and store linens, towels, and other supplies; complete loads of laundry as needed
• Document all incidents and report any problems according to the policy and procedures manual
• Load and unload materials being delivered and transported throughout the House (may require heavy lifting). Ensure all items are promptly placed into proper storage areas, and notify appropriate staff
• Maintain all supply closets and keep inventory control records
• Support other housekeeping and maintenance staff with various tasks when requested
• Escort guests to the medical waste area for proper disposal of soiled materials
• Performs other job-related duties as assigned

Interdepartmental

• Support all other departments with various activities and events. Set up and breakdown equipment and material for in-house events and functions (tables, chairs, AV equipment, etc.) monitor the condition of the equipment
• Supervise volunteers as needed for various House operations projects and programs
• Perform minor errands or requests for families and management

You will thrive if you are...energized by helping others and can provide a warm, welcoming presence for families during some of the most challenging moments of their lives. You balance compassion with professionalism, maintaining confidentiality, sound judgment, and composure in a fast-paced environment. You enjoy being a team player who readily jumps in where needed, whether supporting guest services, assisting with House operations, or collaborating across departments. You are organized, adaptable, and comfortable managing multiple priorities while ensuring every family receives exceptional service and support.

Success in the first year will be measured by becoming fully proficient in all front desk, guest service, and operational responsibilities, serving as a dependable first point of contact for families and visitors. Earning a reputation for delivering exceptional hospitality and compassionate support to families facing pediatric medical crises. Identifying opportunities to improve operational efficiency, communication, or the guest experience while maintaining high standards of accuracy and service. Contributing meaningfully to a seamless circle of support by effectively partnering with Family Support, Housekeeping, Maintenance, Transportation, volunteers, and other departments.

Additional Information

Physical Demands

• This role requires frequent standing, walking, bending, lifting, climbing, and carrying materials or equipment.
• Work may involve pushing or pulling objects and performing repetitive physical tasks for extended periods.
• The ability to safely operate tools, equipment, and machinery is required as part of daily operations.

Work Environment

• Work is performed throughout the facility, including guest areas, back-of-house spaces, and mechanical or maintenance areas, as well as occasional outdoor environments.
• This role is based in a facility that provides temporary accommodation to pediatric patients and their families. While no medical treatment is administered on-site, individuals who have undergone radiation therapy may be present. Radiation levels within the facility are monitored and remain within established public safety limits.
• The environment may include exposure to noise, vibration, varying temperatures, and active building systems or equipment.
• Work schedules may include evenings, weekends, or on-call responsibilities to support facility operations and respond to urgent needs.

Travel

• Limited local travel may be required to support vendor coordination, supply procurement, or organizational initiatives.

Equal Employment Opportunity

Ronald McDonald House New York respects diversity and accordingly are an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service or veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. The management team is dedicated to ensuring the fulfillment of this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment, layoff and termination.