Operations Associate, Guest Services Lead
1 month ago
**Job Title**: Operations Associate, Guest Services Lead
**Division**: Los Angeles Ronald McDonald House
**Reports to**: Operations Manager, Guest Services
**Supervises**: Guest Services Associates; Volunteers
**Status**: Part-time, hourly; Full-time, hourly
**Shift**: Tues/Thurs (12:00 am - 8:30 am
**Summary**
The Operations Associate, Guest Services Lead oversees the House during scheduled shifts and is responsible for the safety and operation of the facility. The Lead Associate will maintain a caring environment with guests, volunteers, and other staff members. S/he is accountable for stewardship of the mission to provide comfort, care, and support to children and families in Southern California. This position is part of a team that works 24/7, year-round to provide high-quality customer service and care to guests staying at the Ronald McDonald House (“RMH” or “House”) and consistent with policies and standards set by the Board of Directors of the Ronald McDonald House Charities of Southern California.
**Responsibilities**:
**Essential Duties and Responsibilities**
The position shall include but is not limited to the following:
- Guest Services and Front Desk Care_
- Welcome and acknowledge all guests, volunteers, vendors, and visitors in a compassionate, supportive, and timely manner.
- Attend to the main entrance buzzer and walk-ins to ensure all visitors, vendors, volunteers, and guests are appropriately screened and checked in. Maintain record of building occupants.
- Enforce all health
- and safety-related practices related to guests and/or the front desk.
- Provide concierge-level service for guest check-ins, check-outs, orientations, tours, and other guest needs that may arise, following procedures and policies set forth by the House.
- Communicate policies and procedures gracefully.
- Act as the first point of contact and effectively problem-solve any issues that arise during the scheduled shift. Communicate with the shift partner and/or supervisor for assistance or to elevate issues.
- Document all incidents and conversations relevant for peers and/or supervisors to ensure subsequent shifts are well-informed and important information is conveyed in a timely fashion.
- Receive and record all room referrals and guest data according to procedures.
- Communicate with appropriate medical staff as needed in a professional and friendly manner.
- Record financial transactions, including deposits, room fees, donations, and merchandise sales.
- Partner with the Family Support Services team as needed to best support guest families.
- Provide warm customer service and serve as the host for Meal of Love groups.
- Properly supervise volunteers by ensuring they understand the House's commitment to compassionate hospitality and observe standards of conduct, rules, safety regulations, and House policies.
- Inspect, clean, and organize common areas throughout the House, including disinfecting common touch points, taking out trash, running/unloading dishwashers, sweeping/mopping/vacuuming, and attending to spills or urgent requests.
- Re-fill and re-stock supplies for kitchens, bathrooms, and front desks, as well as guest amenities.
- Document maintenance needs for Facilities team. Attend to simple guest facility needs if possible (i.e. replacing light bulbs, locating supplies, etc.).
- Communicate regularly with the Housekeeping team to ensure timely attention to guest room turnover and other deep cleaning needs. Document housekeeping-related needs.
- Maintain up-to-date knowledge of emergency procedures and security protocols. Uphold RMH standards of safe guest accommodations and working conditions.
- Process in-kind donations according to the procedure.
- Attend all applicable training.
- Other duties and responsibilities as requested.
- Leadership_
- Use best judgment to resolve conflict and provide a timely solution to House issues. Provide written information to supervisor of any incidents and the follow-up action taken.
- Assist management in onboarding new employees and help lead annual trainings.
- Provide leadership, direction and coaching to Guest Services Associate shift partner. Work with management to provide feedback on shift partner for quarterly check-ins and annual reviews. Take on special projects and roles to provide elevated care, management and continuity. Plan, support, provide feedback and lead volunteers/colleagues in the following areas, with typically 2-3 primary focuses per shift
- _Amenities Storage_: Take ownership of front desk, back office, and Comfort Closet storage spaces; organize and put away gifts-in-kind and delivered items; monitor Help Yourself guest amenities offerings; ensure adequate supply of Comfort Kits, including tracking inventory and packing bags as needed; help field gifts-in-kind inquiries and deliveries
- _Meals of Love: Check for MOL at the beginning of the shift._ 30 minutes prior to the groups’ arrival, prepare the kitchen and set out the welcom
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