Highlands House Manager

Ronald McDonald House New Mexico•Albuquerque, NM

About The Position

The House Manager is responsible for the smooth and efficient operation of the Ronald McDonald House, creating a safe, comforting, welcoming, and home-like environment for families. The role oversees daily operations and family services, coordinates onsite volunteers, maintains the facility, responds to emergencies, and ensures that guest families receive a high level of service. The House Manager owns the cleanliness and condition of the House and sets consistent standards for staff, volunteers, and guests. The position oversees guest registrations and checkouts, room assignments, eligibility and referrals, and guest-stay records, while ensuring that House policies and procedures are implemented. The House Manager directly supervises Family Services Associates and housekeeping staff, serves as liaison for contracted Family Services staff, and coordinates with the Facilities Manager on room inspections, maintenance requests, and facility readiness. The role reports to the Chief Programs Officer and is full-time, salaried, and exempt. The regular schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m., with nights and weekends as needed. Salary is $41,600–$52,000 per year, depending on experience.

Requirements

Ability to enforce House policies confidently.
High personal standards for cleanliness and order, and resolve to hold others to those standards.
Effective problem-solving and decision-making skills.
Fairness and consistent application of and adherence to House rules.
Staff supervision ability; supervision experience is essential.
Ability to manage multiple tasks concurrently and work with minimum 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 in Microsoft Office programs, including Word, Excel, and Outlook.
Ability to perform physical tasks usually associated with housekeeping or 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 provide sensitive support for 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 about 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 records as needed.
Monitor supply needs and maintain appropriate inventories.
Conduct regular room inspections jointly with the Facilities Manager, with two staff members present whenever entering a guest room while a family is absent.
Assess cleanliness and guest-readiness during inspections; submit maintenance requests and track them through the shared computerized maintenance management system (CMMS).
Own the cleanliness and upkeep of the House; walk common areas daily, address lapses promptly, 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 for the House.
Ensure appropriate staffing for all operating hours and cover scheduling gaps as needed.
Serve in rotation as Resource Manager.
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 the room chart and computerized guest information accurately.
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 guest and agency privacy and confidentiality.
Represent the organization as an ambassador and communicate its mission and purpose appropriately.