House Manager

3 weeks ago

Philadelphia, United States Philadelphia Ronald McDonald House Full time

The Overnight House Manager oversees the overnight operation of the Ronald McDonald House Charities of the Philadelphia Region (RMHC Philly) locations at Chestnut Street and Front Street & Erie Avenues. While ensuring the well-being of our families, this position will provide the highest level of hospitality and customer service in a manner consistent with the policies and guidelines of RMHC Philly.

The Overnight House Manager must possess the ability to make effective decisions, work well under stressful circumstances, and exhibit a positive, family focused attitude exemplifying the philosophy of the RMHC Philly mission.

The individual in the overnight role is expected to maintain a high level of engagement and morale while supporting open communication between team leaders and other staff.

This is an active, awake role during the hours of 10:30 pm to 6:30 am.

**Essential Duties**:
Maintain safety and security of the entire premises (building and grounds) by:

- Being present and accessible during entire shift
- Conducting continual security camera observation noting any unusual activity on or around the property and follow-up on observations
- Conducting and documenting whole House walk-thru inspections, logging times, any family activity, facility needs, room inspections as applicable
- Maintaining a community living setting by enforcing House rules and policies

**Family Experience**:

- Maintain appropriate boundaries with families, staff and vendors escalating concerns when appropriate
- Manage operational policies and procedures to ensure the well-being of the families, the
- volunteers and the House
- Be aware of and report relevant situations which have occurred during shifts
- Respond to emergency situations including all alarms, family crisis and other emergencies calmly and professionally - notifying guests if warranted, providing necessary assistance, or contacting the appropriate community or House personnel to resolve the issue
- Complete family check-in and out process as applicable, with professionalism and proper documentation

**Hospitality Services**:

- Maintain the highest level of Hospitality and understanding of all pertinent aspects of customer service
- Resolve family, volunteer, visitor and donor issues with efficiency and diplomacy
- Respond to all requests and takes ownership of all issues ensuring positive outcomes
- Responsible for clear and timely communication between all House departments, families, and volunteers
- Ensure that all volunteer and family areas are properly stocked
- Perform housekeeping/kitchen tasks as needed - trash removal, stocking the Grab & Go areas, laundry, cleaning front desk
- Use good judgement and an elevated level of customer service in decision making with families, volunteers, and all team members
- Maintain a positive family focused attitude and lead by example the philosophy and work ethic of RMHC Philly mission

**House Management**:

- Directly participate in and oversee all functions and duties related to House Operations
- Daily responds to all communications as timely as possible
- Attend all mandatory meetings
- Perform all tasks as outlined by daily check list or as requested by supervisors
- Maintain constant knowledge of current programs and events
- Communicate closely with all departments as necessary utilizing established communication tools
- Monitor all guests, vendors, and visitors, ensuring screening and appropriate documentation
- Assist with inventory and storage of supplies and prepared meals as requested
- Monitor the cleanliness of the House and resolve issues according to RMHC Philly standards
- Report any concerns or violations of policies and procedures to your supervisor and the appropriate management team
- Always maintain the highest level of data integrity
- Monitor all systems that ensure the safety and security of the RMHC/PR House
- Maintain a clean and orderly work area
- Troubleshoot facility issues, manage emergent safety concerns, and document House needs and issues appropriately
- Follow and ensure adherence to all RMHC Philly policies and procedures
- All other duties as assigned

**Qualifications**:

- High school diploma required; Associate or Bachelor’s degree, preferred
- Two years of related experience in non-profit, hospitality, human services/social work industry or equivalent

**Competencies**:

- Proven ability to manage high stress situations and make decisions quickly
- Exceptional problem solving and decision-making skills
- Excellent interpersonal and communication skills
- Ability to effectively interact with a diverse group of people in a fair and consistent
- manner
- Ability to have respectful and effective face-to-face and telephone interactions
- Motivated, self-starter able to work independently
- Detail-oriented
- Able to manage multiple tasks simultaneously
- Ability to understand and practice confidentiality
- Possesses patience, attentiveness, and sensitivity to the needs of o

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