Highlands House Manager

Ronald McDonald House New Mexico•Albuquerque, NM

2d•$41,600 - $52,000

About The Position

The House Manager is responsible for the smooth and efficient operation of a Ronald McDonald House New Mexico location, ensuring a safe, comforting, welcoming, and home-like environment for guest families. The role oversees daily operations and family services, coordinates onsite volunteers, maintains the facility, responds to emergencies, and ensures that services and policies are implemented consistently. The House Manager sets and maintains high standards for cleanliness and guest-readiness throughout the House, holding staff, volunteers, and guests accountable to those standards. The House Manager oversees guest referrals, eligibility, registrations and checkouts, room assignments, donations, records, and communication with families and hospital personnel. The position directly supervises Family Services Associates and housekeeping staff and serves as liaison for contracted Family Services staff. It also coordinates with the Facilities Manager on inspections and maintenance requests, ensures adequate staffing, and supports continuous improvement by sharing family feedback with program leadership.

Requirements

Ability to enforce House policies confidently.
High personal standards for cleanliness and order, and ability to hold others to them.
Effective problem-solving and decision-making skills.
Fairness and consistent application of House rules.
Staff supervision capability.
Ability to manage multiple tasks concurrently and work with minimal supervision.
Knowledge of general office procedures and ability to operate office equipment.
Familiarity with database entry and maintenance.
Strong written and verbal communication skills.
Proficiency with Microsoft Office programs, including Word, Excel, and Outlook.
Ability to perform physical tasks associated with housekeeping/custodial work, light maintenance, and inventory management.

Nice To Haves

Conversational Spanish.
Facility management experience.
Experience working for a social services agency and/or nonprofit.

Responsibilities

Supervise daily guest activities and ensure services follow established policies.
Stay informed about families and their medical situations, and respond sensitively to their needs.
Respond promptly and appropriately to guest-related emergencies and document them.
Prioritize referrals and determine family eligibility under admissions policies.
Educate hospital personnel on family referral procedures.
Answer calls, take referrals, assign rooms, register guests, and collect room donations.
Encourage families to share stories and photos, write thank-you notes, and complete surveys.
Communicate House activities, guidelines, and procedures to guest families and volunteers.
Review data entry regularly and work with Family Services Associates to correct or update records.
Monitor supply needs and maintain appropriate inventories.
Conduct regular room inspections jointly with the Facilities Manager, assessing cleanliness and guest-readiness while the Facilities Manager assesses maintenance and safety.
Submit maintenance requests and track them through resolution in the computerized maintenance management system (CMMS).
Own the cleanliness and upkeep of the House, walk common areas daily, address lapses, and hold staff, volunteers, and guests to consistent standards.
Supervise housekeeping staff and assign tasks to housekeeping volunteers as needed.
Supervise and evaluate Family Services Associates.
Ensure appropriate staffing during all operating hours and cover scheduling gaps as needed.
Serve in the Resource Manager rotation.
Advise the Chief Programs Officer/CEO of guest issues as necessary and document them.
Clean and set up guest rooms and remove trash when necessary.
Maintain accurate room charts and computerized guest information.
Operate with full knowledge of the emergency evacuation plan.
Bring family feedback and observations to the Chief Programs Officer and Program Manager to inform service improvements.
Maintain positive, cooperative relationships with staff, volunteers, donors, and stakeholders.
Protect the privacy and confidentiality of guests and agency information.
Represent the organization as an ambassador, communicating its mission and purpose.