Guest Services Associate, Palo Alto

Ronald McDonald House Charities Bay Area•Stanford, CA

13d•Onsite

About The Position

The Guest Services Associate (GSA) is responsible for the internal operation of the 123-room Ronald McDonald House at Stanford while on shift, maintaining a supportive, safe, and secure environment for families, staff, and volunteers. The GSA team provides 24/7 guest services. Under the direct supervision of the Family Services Manager, the GSA directs the work of Team Volunteers, creates a welcoming atmosphere for guests, and ensures that services are delivered according to current policies and procedures. The GSA interacts with families and guests from diverse cultural and economic backgrounds within a semi-medical environment, properly badges them in, and connects them to the appropriate staff member. The role also includes administrative duties such as answering and transferring phone calls; processing staff and family packages and correspondence; greeting guests; checking in and out guest families; managing family access cards; logging maintenance orders; maintaining clean common areas; stocking and distributing household resources; and responding to family questions and emergencies. This is a full-time or part-time, non-exempt role requiring some holiday and weekend work. Full-time GSAs work five 8-hour shifts per week; part-time GSAs work one to three 8-hour shifts per week. GSAs may pick up complete or partial open shifts. Shifts run daily, Monday through Sunday: 6:45 a.m.–3:15 p.m. and 2:45 p.m.–11:15 p.m.

Requirements

High school diploma.
One year of customer service experience.
Compassionate and attentive customer service.
Good problem-solving and organizational skills.
Strong attention to detail.
Ability to adapt to fast- and slow-paced environments.
Good active listening skills.
Ability to handle difficult situations with confidence and compassion.
Service-oriented approach.
Ability to set professional boundaries with families.
Ability to work as part of a large team and foster a positive work environment.
Strong communication skills.
Interest in working with families and children.
Ability to work with diverse populations.
Computer literacy in Microsoft Office or similar products.
Ability to work in a semi-medical environment with children being treated for life-threatening illnesses and their families.
Adult and Pediatric CPR, First Aid, and AED certification, or ability to obtain certification.
Valid California driver's license.
Ability to lift 50 pounds.
Availability to work some holidays and weekends.

Nice To Haves

Spanish-speaking.

Responsibilities

Connect with the outgoing or incoming GSA at the beginning and end of each shift to relay important information.
Respond compassionately and attentively to family questions and emergency situations, maintain professional boundaries, and inform appropriate departments with clear communication.
Maintain a safe and secure communal living environment by safeguarding the main entrance, identifying guests, frequenting communal areas, and communicating concerns to appropriate staff.
Connect families, guests, visitors, volunteers, and donors with the appropriate staff member by phone or in person, or provide correct contact information.
Walk through the entire house multiple times per shift to check tidiness and safety and remain available and approachable.
Register and monitor Day Pass families and provide tours, towels, and other resources.
Log observed or reported maintenance issues through the Family Registry System, recording all necessary information.
Complete family requests and deliveries, including fridges, freezers, cots, pack & plays, breast pumps, and linen items.
Accept, record, and distribute donations; welcome and thank donors and accurately capture their information.
Create, replace, and monitor family access cards.
Carry the duty cell phone to remain available to families, guests, and emergencies while away from the front desk.
Support the family care department with check-ins, check-outs, room changes, and preparation of welcome folders or bags for incoming families.
Guide Team Volunteers in restocking storage spaces, tidying common areas, covering breaks, and attending to family needs.
Receive, log, and distribute family and staff packages and correspondence, accurately recording receipt date and time, delivery company, and storage location.
Maintain clean lobby, kitchen, laundry, seating, and dining areas by tidying, picking up trash, and wiping surfaces.
Load, unload, and run family kitchen dishwashers at the end of the day.
Prepare, serve, and clean up daily continental breakfast while following safe food-handling practices.
Count and put away daily dinner leftovers while following safe food-handling practices.
Monitor, stock, and distribute household resources, including trash bags, toilet paper, laundry soap, cleaning cloths, diapers, toiletries, and feminine pads.
Restock and monitor soda and water machines and accept and organize soda deliveries using the first-in, last-out method.
Thoroughly disinfect fridges, freezers, cots, cribs, breast pumps, strollers, wheelchairs, and other items before storing them or providing them to families.