A Hotel Manager manages a hotel, ensures the comfort of guests and manages business practices for the establishment. Handles guest services or supervises front office, cleaning and maintenance staff. May set room rates. Tracks expenses and inspects facilities for cleanliness and quality.
The Guest Services Manager at the Washington Ronald McDonald House plays an essential role in creating a welcoming, safe, and supportive home-away-from-home for families navigating a child's medical care. This position oversees the daily guest experience and House operations, ensuring families receive compassionate, consistent support throughout their stay. In addition to guest services, this position has significant responsibility for the day-to-day operational and facilities needs of the Washington House, including maintenance coordination, supplies, meal support, volunteer coverage, and supervision of Guest Services Associates. The Guest Services Manager works primarily during weekday business hours but must have flexibility to provide occasional evening and weekend support based on House needs. The position also participates in a rotating weekend on-call schedule shared with other team members. The ideal candidate is a compassionate and dependable leader who is comfortable balancing family support with the hands-on operational needs of a busy residential facility. Strong communication, organization, problem-solving skills, and a commitment to the mission of Ronald McDonald House Charities are essential.
KEY RESPONSIBILITIES
Guest & Family Services Oversee family check-ins, orientations, stays, and departures, ensuring families feel welcomed and supported. Coordinate referrals and room assignments while maintaining strong relationships with hospital social workers and referral partners. Maintain accurate guest records and room assignments in accordance with organizational policies. Address guest questions, concerns, and conflicts with empathy, discretion, and professionalism. Connect families with hospital and community resources as appropriate House Operations & Facilities Oversee daily House operations to ensure a safe, clean, comfortable, and welcoming environment. Manage indoor and outdoor maintenance needs, including identifying issues, coordinating vendors and repairs, and ensuring work is completed. Monitor guest rooms, common areas, kitchens, offices, and outdoor spaces for operational or maintenance needs. Order and maintain appropriate inventory of House and office supplies. Coordinate with housekeeping, vendors, and organizational leadership regarding facility needs. Meals, Volunteers, and Staff Oversee the meal program and Meal Train with the goal of providing families access to at least one warm, nutritious meal each day. Supervise Guest Services Associates, including third-shift staff, and assign tasks and special projects as needed. Facilitate monthly Guest Services Associate meetings in collaboration with the Guest Services Manager at the other House. Work with the Mission Engagement Coordinator to address volunteer needs and coverage gaps. Participate in the rotating weekend on-call schedule supporting both House locations and assist with coverage as needed. Oversee volunteer groups and assign projects that support House needs. Additional Responsibilities Collaborate with staff across departments and locations to support families and organizational priorities. Maintain confidentiality and follow organizational policies and safety procedures. Perform other duties as assigned to support the safe and efficient operation of the House.
QUALIFICATIONS
Bachelor's degree in hospitality, social services, nonprofit management, business, or a related field preferred; equivalent experience will be considered. Three or more years of relevant experience in guest services, hospitality, nonprofit operations, facilities, or a related field preferred. Supervisory or leadership experience preferred. Strong communication, organization, and problem-solving skills. Ability to handle sensitive situations with compassion and professionalism. Experience coordinating facilities, maintenance, or vendors is preferred. Proficiency with Microsoft Office and ability to learn organizational systems. Valid driver's license and ability to travel locally as needed.
PHYSICAL REQUIREMENTS
This is an active, hands-on position requiring the ability to move throughout the House and property, manage inventory and supplies, assist with routine House needs, and safely lift at least 35 pounds.
BENEFITS 100
% employer-paid health, dental, and vision insurance for the employee
SIMPLE 401
(k) with up to 3% employer match Paid Time Off and sick time Flex time Up to $100 monthly cell phone reimbursement Professional development opportunities
WORK ENVIRONMENT & EXPECTATIONS
This position requires on-site work with responsibilities performed at the Washington Ronald McDonald House location, partner facilities, and community events throughout the service area.
MISSION COMMITMENT
All employees are expected to uphold and support the mission, vision, and values of Ronald McDonald House Charities of the Ohio Valley while fostering a culture of compassion, collaboration, accountability, and excellence
Pay:
$50,000.00 - $60,000.00 per year
Benefits:
401(k) Dental insurance Health insurance Paid time off Vision insurance
