Guest Services Associate (Part-Time)

At Ronald McDonald House Southwest Ohio we have a culture of gratitude, fun, collaboration and compassion. The Guest Service Associate must be exceptionally talented, driven, organized and – most importantly – passionate about people and helping others succeed!

 

The Guest Service Associate serves as one of the primary points of contact for families staying at Ronald McDonald House Dayton. This role supports the mission of Ronald McDonald House Charities by helping create and maintain a welcoming, home-like, and supportive environment for families with children receiving medical care at area hospitals. Working alongside Guest Service Managers and volunteers, the Guest Service Associate assists in welcoming families, supporting their stay, and ensuring services are delivered in accordance with organizational policies and procedures. This position works collaboratively with the Guest Service Manager team under the direction of the House Program Manager, Family Room Manager, and Program Director.

 

Reports to:

House Program Manager – Dayton 

Family Room Manager – Dayton 

 

Direct reports:

 

Job Qualifications: 

•High school diploma or equivalent required

•At least two years of related experience in a family-centered hospitality, nonprofit, or human services environment

•Excellent interpersonal, listening, and written communication skills

•Ability to maintain confidentiality 

•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

Core Expectations:

•Support families with our Core Values (Collaboration, Gratitude, Integrity, Inclusion, Joy)

 

Competencies: 

Compassion and empathy when working with families experiencing medical stress; Strong communication and active listening skills; Dependability and professionalism; Ability to work collaboratively as part of a team; Tact, discretion, and respect for confidentiality; Sound judgment, problem-solving, and decision-making skills; Flexibility and adaptability in a dynamic environment; Ability to manage multiple tasks and priorities effectively.

 

 

Key Responsibilities:

 

1.Promote and maintain a safe, welcoming, and respectful environment for families that reflects RMHC SWO’s mission and Community Standards.

2.Uphold House policies and Community Standards during assigned shifts, addressing concerns as they arise and communicating issues to leadership as appropriate.

3.Manage guest applications, check-ins, check-outs, visitor registration, room checks, and survey collection.

4.Enter and maintain accurate information in the guest database and complete clear documentation of incidents and shift activity.

5.Maintain confidentiality of guest information in accordance with organizational policies and privacy standards.

6.Welcome and orient families to the House, explain amenities and Community Standards, and answer questions so families feel comfortable and supported.

7.Build positive relationships with families, listen with empathy, maintain boundaries, and refer concerns when needed.

8.Coordinate transportation for families, ensuring timely scheduling and accurate records.

9.Connect families to available resources and support services as appropriate.

10.Support family activities and special events, assist with logistics as needed, and communicate details clearly to families and staff.

11.Respond calmly to emergencies and urgent situations, following established procedures to ensure the safety of families, volunteers, and staff.

12.Address guest conflicts and behavioral concerns professionally and in accordance with House policies, supporting a respectful community environment.

13.respond to complex guest needs during assigned shifts, resolve concerns when possible, and escalate matters to leadership as appropriate

14.Supervise and support shift volunteers by welcoming them, reinforcing House procedures, providing guidance during shifts, and expressing appreciation for their service.

15.Meet with the Guest Services Manager or incoming staff at shift change to share updates and ensure continuity of information.

16.Maintain 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.

17.Ensure prepared food is packaged, labeled, and stored safely and in a timely manner in accordance with program guidelines.

18.Manage entry to the House by answering the front door, determining the reason for entry, and assisting visitors according to procedures.

19.Maintain safety and security by completing walk-throughs, monitoring cameras and access controls, and reporting concerns.

20.Submit work orders as needed and report urgent facility concerns by phone according to procedures.

21.Monitor supply levels and notify the Program Manager when items are needed to support daily operations or activities.

22.Accept in-kind and monetary donations, issue receipts according to procedure, thank donors, and share additional opportunities for support when appropriate.

23.Maintain positive working relationships with vendors, partner Houses, volunteers, McDonald’s partners, and others connected to the House.

24.Participate in staff meetings, collaborate with team members, and pursue ongoing professional development.

25.Perform additional responsibilities as assigned by Program or Chapter Leadership.

 

 

Hours:

This is a part-time position. We operate 24 hours a day and this position requires schedule flexibility along with weekends and holidays.

 

Work Environment:

This job operates in a communal living environment. This role routinely uses standard office equipment such as computers, phones, access controls, security systems along with residential style and kitchen appliances and cleaning equipment.    

 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; and taste or smell. The employee may occasionally lift or move up to 25 pounds.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.                                      

 

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.