Reports to:

Guest Services Manager Position:

Part-time (~20 hours)

Non-exempt Shifts:

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

Spanish Speaking Required Pay:

$15/hr

Brief Description of Organization:

Ronald McDonald House Charities South Texas is a non-profit 501(c)(3) organization that focuses on the critical needs of children by operating programs that provide families with access to pediatric healthcare during the stress and uncertainty of a medical crisis. Our mission is keeping children near the care they need so families can get better together.

Position Overview:

The Guest Services Associate works closely with Ronald McDonald House South Texas families during scheduled shifts. The role oversees House operations, guest registration, safety, and the cleanliness of common areas while maintaining a caring, welcoming environment for families, guests, volunteers, and staff in accordance with

RMHC-STX

policies, procedures, and standards.

Guest Services Responsibilities:

Responsible for welcoming and registering guests according to RMHC standards. To 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. Monitor Medicaid bookings and registrations, ensuring proper accounting is maintained. Answer the main telephone line and directs calls and messages. Assure accurate records are kept of any monies received for room charges or any other monies received. 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 Family Registry guest management system. Exercise good judgment in decision making and report issues to appropriate Manager. Monitor communal areas and clean/sanitize as needed. Responsible for stocking and monitoring inventory of household supplies and consumable goods; keeps a current list of needs for COO. Maintains a clean and organized working space. Greet the public, accept, and show gratitude for various house donations, give house tours and answer questions related to all aspects of the house and operations. Properly supervise volunteers by ensuring volunteers carry out the commitment to guest service and standards. To perform other duties as assigned and delegated. Cross-departmental Responsibilities Assisting with our new Chef-led meal program, Cooking con Amor, with meal distribution and coordination including continental breakfast; must obtain food handlers certificate upon employment Assisting with the distribution of packages, donations, supplies, and other items throughout the House including food delivery Assisting with transportation services for guest families; must have clean driving record Supporting other departments such as housekeeping when operational needs arise Monitoring common areas and helping maintain a clean, welcoming environment Education & Experience

• An equivalent combination of education, training and experience will be considered.

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 required. Must be able to work irregular hours including nights, weekends, and holidays. Knowledge, Skills, and Abilities

• May be representative, but not all inclusive of those commonly associated with this position. 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. Listen 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. Work Environment
• Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.

Must be available to work irregular hours, shifts, weekends, holidays. The noise level in the work environment is usually moderate. Must be willing and able to drive company owned vehicles between RMHC programs and area medical offices as needed by guest families. Regular and predictable attendance is required. Physical Abilities

• Physical demands commonly associated with the performance of the functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 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 foot. Must be able to lift and or move up to 35 pounds. RMHCSTX offers a competitive compensation and benefits package. Employee must be able to meet job expectations. The above information in this description has been designed to indicate the general nature and level of work performed by employees with this level of responsibility. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and all required qualifications within job description required of employees in this position.

Job Type:

Part-time Pay:

$15.00 per hour

Experience:

Hospitality:

1 year (Preferred)

Language:

Spanish (Required)

License/Certification:

Driver's License (Preferred)

Work Location:

In person