Family Services Assistant Manager

Ronald McDonald House Charities-San Antonio•San Antonio, TX

90d•Onsite

About The Position

The Family Services Assistant Manager works closely with the Ronald McDonald Family Services Manager to maintain guest relations and daily operations of the Ronald McDonald House. This role is ideal for candidates with experience in hospitality, guest services, customer service, front desk or service driven environments who enjoy supporting individuals and families through attentive care and exceptional service. The Family Services Assistant Manager applies operations guidelines including determining eligibility, working with hospital staff to assign overnight accommodations, family registration and management of complexities of families receiving treatment locally for their critically and/or chronically ill children.

Requirements

High School Diploma
Strong customer relationship skills
Demonstrated competence in Microsoft Office
Writes clearly and informatively; Edits work for spelling and grammar; Able to read and interpret written information
Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions
Excellent verbal skills
At least 1-3 years of experience in customer facing and/or customer relations roles such as hospitality, hotels, guest services, front desk, customer service and service-oriented roles.
At least 1 years’ experience supervising others.
Must be available and willing to travel to various locations and with such frequency as the business need dictates.
Must be willing to work nights, weekends and holidays as required to meet business needs.
Successfully pass local, state, and national Criminal Background Check
Pass a Drug Test
The Family Services Assistant Manager must be dependable, trustworthy and conduct him/herself at all times in a manner that reflects positively to this organization.

Nice To Haves

One year certificate from college or technical school.
Bilingual capability (English/Spanish) is advantageous, but not required.

Responsibilities

Provides daily support to the Family Services Manager and guest families while fostering a welcoming environment centered on compassion, hospitality, and expectational guest services.
Responsible for the safety, security, and well-being of guest families. Performs regular rounds to identify maintenance needs and ensure a safe, clean, comfortable and supportive atmosphere
Welcomes families through professional front desk operations including guest registration, check-in/check-out procedures, house orientation, tours, and explanation of house rules, policies, and available services.
Maintains a visible and approachable presence during shifts to provide outstanding customer service and ensure compliance with house policies and procedures. With guidance from the Family Services Manager, professionally resolves guest concerns and conflicts in a calm, respectful, and solutions-oriented manner.
Communicates daily needs, eligibility requirements, policies, and organizational information to medical personnel, families, and visitors with professionalism and empathy.
Assist Family Services Manager with daily recording accurate documentation of daily waitlists, guest lists, occupancy report, room donations and communication logs. Oversees referrals, room assignments, and front desk guest services operations.
Performs daily housekeeping duties to maintain cleanliness, organization, and a welcoming hospitality-focused environment. Ensures vacated rooms are cleaned, prepared, and restocked for incoming families, including laundering linens and maintaining guest-ready accommodations.
In the absence of the Family Services Manager, the ability to handle emergencies that may occur during their shift (i.e., fire, power outage, etc.)
Assists Family Service Manager with directing volunteers as they facilitate family-centered activities including assigning and directing community service volunteers.
Carries out administrative and customer support duties including answering phones, filing, typing, copying, scanning, data entry, billing and distributing
Responsible for cleaning, restocking supplies, maintaining kitchen, organizing pantries and other duties as assigned. Keeps inventory of supplies and materials as well as submit order requests as needed.
Records, organizes, and sorts monetary and nonmonetary donations received.
Informs Facility Manager of all anticipated major repairs and maintains a repair
Assist Family Services Manager in supervising and training Family Services Associates while promoting teamwork, professionalism, and high-quality guest services.
Informs Director of Operations of guest situations and problems in a timely manner.
Attend and participate in scheduled staff meetings and other meetings as needed.
Collaborates with Director of Operations and Director of Marketing Development to support marketing needs to include collection of family stories, photos, and assist with special events.