Guest Service Coordinator

2 weeks ago

Mesa, United States Ronald McDonald House Charities Full time

**NOTE**:_**WE HAVE AN IMMEDIATE OPENING**_
- **Training Will be in May and start in June 2024 - Training time is paid**_

**Locations**:

- **2225 W. Southern Avenue, Mesa, AZ 85202**

**Work Hours: 3:00pm to 11:00pm - SATURDAY AND SUNDAY ONLY**

** This is considered a Part time position and is not eligible for benefits **

**As part of our continuing effort to protect both our staff and our guests, we require all staff to be Fully Vaccinated. You MUST be fully vaccinated and provide proof of vaccination for this position.**

The Guest Services Coordinator helps to ensure that Ronald McDonald House Charities of Central and Northern Arizona offers the most welcoming and hospitable guest services possible. The Guest Services Coordinator works closely with staff and volunteers to 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 RMHC’s values and compassionate hospitality principles, reinforcing a culture of exemplary service for guest families.

**Primary Duties and Responsibilities** **Include**:

- Coordinate room assignments
- Manage guest registration process: check in/check out, house tours, and guest access to their rooms
- Serve as a resource for families for navigating transportation, neighborhood services, and family activities in the community
- Provide on-site support for all programs and activities, in collaboration with the Volunteer Manager
- 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
- Assure adherence to policies and processes that maintain the well-being of staff, volunteers, and guests.
- Elevate issues and problems to the Guest Services Manager and/or Chief Operating Officer
- Maintain proficiency in guest registration and guest management software systems; GRMHIS.
- Maintain security protocols for guests.
- Provide daily summary of activities to ensure consistent communication and follow up between shifts.
- Coordinates and participates in evening meals, events, and celebrations. Acknowledges the dinner group’s donation in a timely manner.
- Own/Assist with other duties as assigned.
- Maintains a clean environment and ensures resident clean-up program.
- Take out kitchen garbage nightly.
- Mops & cleans kitchen, family room, community area.
- Run dishwashers & empty nightly.
- Cleans out House fridges of leftovers, daily.
- Restocks family pantry, kitchen supplies, and coffee station as needed.
- Restocks and cleans rooms for new guests, as necessary.
- Responds appropriately to emergencies and incidents which threaten the safety and security of the Ronald McDonald House and guests.
- Available by cell phone

**House Maintenance**

Supports the House/Guest Services Manager and the Facilities Manager with maintenance and repairs by identifying from observation and guest requests.

Examples:

- Notify the Facilities Manager of any light outages by logging them into the daily log
- Inspects grounds on daily walks
- Maintains a clean environment and ensures resident clean-up program
- Take out kitchen garbage nightly
- Mops & cleans kitchen, family room, community area
- Run dishwashers & empty nightly
- Cleans out House fridges of leftovers, as needed
- Restocks family pantry, kitchen supplies, and coffee station as needed
- Restocks and cleans Rooms for new guests, as necessary
- Responds appropriately to emergencies and incidents which threaten the safety and security of the Ronald McDonald House and guests

**Other Responsibilities**
- Maintain the cleanliness and orderliness of the Houses and Family Rooms
- Maintain security protocols for guests
- Provide summary of activities to ensure consistent communication and follow up between shifts
- Ensures that guest families receive the evening meal
- Own/Assist with other duties as assigned

**Experience Required**:
Requires at least two years of work experience in a customer service or similar position that involves interaction with the public. Experience in the hospitality industry preferred.

**Skills Required**:

- Enthusiastic with excellent customer service skills
- Enjoy working with people and possess a friendly and outgoing personality
- Excellent listening skills
- Exceptional verbal, written, and interpersonal communication skills
- Strong attention to detail
- Ability to work well under pressure, meeting multiple and sometimes conflicting priorities
- Good analytical and problem-solving skills
- Fluency in Spanish is strongly preferred

**Educational Requirements**:
High School diploma required; some college level coursework preferred

**Organizational Values**:

- Responsibility: Act with respect and accountability
- Work as a unified team: one organization, one family, with one mission
- Model honesty

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