Guest Services Associate (Part-Time)

Ronald McDonald House Southwest Ohio•Dayton, OH

5d•Onsite

About The Position

At Ronald McDonald House Southwest Ohio, we have a culture of gratitude, fun, collaboration, and compassion. The Guest Service Associate must be exceptionally talented, driven, organized, and – most importantly – passionate about people and helping others succeed! The Guest Service Associate serves as one of the primary points of contact for families staying at Ronald McDonald House Dayton. This role supports the mission of Ronald McDonald House Charities by helping create and maintain a welcoming, home-like, and supportive environment for families with children receiving medical care at area hospitals. Working alongside Guest Service Managers and volunteers, the Guest Service Associate assists in welcoming families, supporting their stay, and ensuring services are delivered in accordance with organizational policies and procedures. This position works collaboratively with the Guest Service Manager team under the direction of the House Program Manager, Family Room Manager, and Program Director.

Requirements

High school diploma or equivalent required
At least two years of related experience in a family-centered hospitality, nonprofit, or human services environment
Excellent interpersonal, listening, and written communication skills
Ability to maintain confidentiality
Strong computer skills and comfort using basic office software and communication platforms
Ability to work respectfully and effectively with individuals from diverse backgrounds and cultures

Nice To Haves

Compassion and empathy when working with families experiencing medical stress
Strong communication and active listening skills
Dependability and professionalism
Ability to work collaboratively as part of a team
Tact, discretion, and respect for confidentiality
Sound judgment, problem-solving, and decision-making skills
Flexibility and adaptability in a dynamic environment
Ability to manage multiple tasks and priorities effectively

Responsibilities

Promote and maintain a safe, welcoming, and respectful environment for families that reflects RMHC SWO’s mission and Community Standards.
Uphold House policies and Community Standards during assigned shifts, addressing concerns as they arise and communicating issues to leadership as appropriate.
Manage guest applications, check-ins, check-outs, visitor registration, room checks, and survey collection.
Enter and maintain accurate information in the guest database and complete clear documentation of incidents and shift activity.
Maintain confidentiality of guest information in accordance with organizational policies and privacy standards.
Welcome and orient families to the House, explain amenities and Community Standards, and answer questions so families feel comfortable and supported.
Build positive relationships with families, listen with empathy, maintain boundaries, and refer concerns when needed.
Coordinate transportation for families, ensuring timely scheduling and accurate records.
Connect families to available resources and support services as appropriate.
Support family activities and special events, assist with logistics as needed, and communicate details clearly to families and staff.
Respond calmly to emergencies and urgent situations, following established procedures to ensure the safety of families, volunteers, and staff.
Address guest conflicts and behavioral concerns professionally and in accordance with House policies, supporting a respectful community environment.
Respond to complex guest needs during assigned shifts, resolve concerns when possible, and escalate matters to leadership as appropriate.
Supervise and support shift volunteers by welcoming them, reinforcing House procedures, providing guidance during shifts, and expressing appreciation for their service.
Meet with the Guest Services Manager or incoming staff at shift change to share updates and ensure continuity of information.
Maintain responsibility for the condition of the House during assigned shifts, including cleanliness of shared spaces, routine sanitizing, restocking supplies, and maintaining a safe and welcoming environment.
Ensure prepared food is packaged, labeled, and stored safely and in a timely manner in accordance with program guidelines.
Manage entry to the House by answering the front door, determining the reason for entry, and assisting visitors according to procedures.
Maintain safety and security by completing walk-throughs, monitoring cameras and access controls, and reporting concerns.
Submit work orders as needed and report urgent facility concerns by phone according to procedures.
Monitor supply levels and notify the Program Manager when items are needed to support daily operations or activities.
Accept in-kind and monetary donations, issue receipts according to procedure, thank donors, and share additional opportunities for support when appropriate.
Maintain positive working relationships with vendors, partner Houses, volunteers, McDonald’s partners, and others connected to the House.
Participate in staff meetings, collaborate with team members, and pursue ongoing professional development.
Perform additional responsibilities as assigned by Program or Chapter Leadership.