Guest Services Manager (Full-Time)

Ronald McDonald House Southwest Ohio•Dayton, OH

2d•Onsite

About The Position

At Ronald McDonald House Southwest Ohio, we have a culture of gratitude, fun, collaboration, and compassion. The Guest Service Manager must be exceptionally talented, driven, organized, and – most importantly – passionate about people and helping others succeed! The Guest Service Manager is one of the primary staff contacts for families staying at the Ronald McDonald House Dayton. In this role, the Guest Service Manager works closely with Guest Service Associates and volunteers to create and maintain a welcoming, home-like, and supportive environment for families while their child receives medical care. The Guest Service Manager helps ensure families are served with compassion, respect, and in accordance with House policies and procedures, and operates under the direction of the House Program Manager, Family Room Manager, and Program Director.

Requirements

High school diploma or equivalent required
Four or more years of related experience working in a family-centered hospitality, nonprofit, or human services environment
Excellent interpersonal, listening, and written communication skills
Ability to maintain confidentiality, and respond appropriately to sensitive situations
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
Support families with our Core Values (Collaboration, Gratitude, Integrity, Inclusion, Joy)
Compassion
Communication and listening skills
Dependability
Interpersonal/team effectiveness
Demonstrate tact, and confidentiality
Problem-solving and decision-making
Flexible
Able to manage multiple tasks simultaneously

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 when appropriate.
Manage guest applications, check-ins, check-outs, visitor registration, room checks, and survey collection.
In the absence of the Program Manager, assign guest rooms for stays and cleaning as needed and confirm rooms are ready for guest use following cleaning.
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, provide consistent support to extended-stay guests, listen with empathy, maintain appropriate 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, resolving concerns when possible and communicating or escalating matters to leadership as appropriate.
Supervise and support shift volunteers by welcoming them, assisting with training, reinforcing House procedures, providing guidance during shifts, identifying performance concerns for leadership follow-up, and expressing appreciation for their service.
Meet with outgoing and incoming Managers at shift change to share updates, ensure reports are complete, and follow up on unresolved matters.
Identify recurring guest or operational concerns and communicate patterns to program leadership.
Provide support for long-term families, including 3-day and 30-day check-ins and oversight of 30-day cleans, in collaboration with the Program Manager.
Take 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 in accordance with 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 opportunities for additional 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.