Guest Services Manager - Third Shift

Ronald McDonald House Charities of Greater Cincinnati•Dayton, OH

8h•Onsite

About The Position

At Ronald McDonald House Southwest Ohio, we have a culture of gratitude, fun, collaboration and compassion. The Guest Services Manager must be exceptionally talented, driven, organized and – most importantly – passionate about people and helping others succeed! The Guest Services Manager (GSM) provides front-line support to families staying at or visiting the Dayton House, ensuring a welcoming, safe, and compassionate experience. This role supports daily guest services operations, coordinates with volunteers and staff, and responds to guest needs with professionalism, empathy, and care. The GSM is expected to collaborate with other guest services team members as we operate 24 hours a day, seven days a week. THIS JOB MIGHT BE FOR YOU IF: You enjoy building relationships with a diverse group of people. You have an upbeat and professional demeanor. You are timely, great at prioritizing, and multi-tasking. You have strong communication skills. You are highly motivated and a self-starter. Have a service mentality. You are reliable and proud of your work. You are meticulous about detail and accuracy while working effectively in a fast-paced environment. You want to love what you do and make an impact! Hours: This is an hourly, non-exempt full-time position working third shift. Reports to: Associate Director

Requirements

High school diploma or equivalent required
At least two years’ related experience in guest services, hospitality, healthcare, or a family-centered nonprofit environment
Exceptional interpersonal communication skills, with the ability to interact compassionately with families during stressful situations
Comfortable working independently and making sound decisions during assigned shifts
Understand and practice confidentiality
Strong computer skills
Lead with our Core Values (Collaboration, Gratitude, Integrity, Inclusion, Joy)
Compassionately and fairly assist our guest families during their stay
Collaborate across departments to create a House where everyone belongs
Compassion
Communication and listening skills
Dependability
Interpersonal/team effectiveness
Demonstrate objectivity, fairness, tact, and confidentiality
Problem-solving and decision-making
Flexible
Able to manage multiple tasks simultaneously
Able to manage diverse group of people in fair and consistent manner

Responsibilities

Manage guest check-ins, registrations, and application processing in accordance with RMHC policies.
Welcome families, provide tours, explain amenities, and answer questions to ensure guests feel comfortable and supported.
Be an empathetic and understanding listener, but not a counselor to families.
Assist with transportation coordination and respond to guest inquiries in a timely and compassionate manner.
Address guest concerns professionally, resolving issues when possible and escalating as appropriate.
Support volunteers during shifts, ensuring they have the information and resources needed to assist families effectively.
Track room occupancy, manage reservations, and maintain accurate waitlists.
Coordinate special requests, including extended stays and accommodation needs.
Communicate essential shift updates to ensure continuity of guest services.
Monitor and restock guest amenities, hospitality supplies, and front desk materials.
Maintain accurate documentation, including shift notes and incident reports.
Support a clean, welcoming, and organized environment in all guest-facing areas.
Coordinate and support volunteer activities during assigned shifts.
Promote a positive, respectful, and safe experience for guests, volunteers, and staff.
Monitor security systems and access controls in accordance with established procedures.
Support compliance with safety policies and community standards.
Work independently during assigned shifts while maintaining situational awareness.
Respond calmly and appropriately during emergencies, following established protocols and evacuation procedures.