Guest Services Coordinator

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Job Title:                   Guest Services Coordinator (Bilingual in English & Spanish Preferred) Area of Interest:         Family support, customer service Job location:             Portland, Oregon Position Type:            Part time (30 hours every other weekend), Fri-Sun, w/ opportunity for up to 3 sleeping shifts (11:30 -7:30, Mon-Sun)     Organization Mission and Overview Ronald McDonald House Charities® of Oregon and Southwest Washington (“RMHC Oregonâ€) provides a "home away from home" for families with seriously ill children, and supports initiatives to improve pediatric health.   Our independent local chapter is 30 years old with two Ronald McDonald Houses that provide housing, comfort and support for 50 families every night. We are also developing a Ronald McDonald Family Room program to provide in-hospital comfort and support for families with children. For more information on our mission, history and programs, please visit www.RMHCOregon.org   Primary Purpose: The Guest Services Coordinator helps to ensure that Ronald McDonald House Charities of Oregon and Southwest Washington’s two Portland Ronald McDonald Houses® (RMH) and future Ronald McDonald Family Rooms® (RMFR) offer the most welcoming and hospitable guest services possible.  The Guest Services Coordinator works closely with volunteers and the Family Placement coordinator to coordinate guest arrival and registration activities and serves as the daily contact and support for all guest families during their stay. The Guest Services Coordinator models RMHC’s values and compassionate hospitality principles, reinforcing a culture of exemplary service for guest families. Primary Duties and Responsibilities:   Coordinate room assignments with the Family Placement Coordinator. Manage guest registration process: check in/check out, house tours, and access to their rooms. Serve as a resource for families for navigating transportation, neighborhood services, and family activities in the community. Provide on-site support for all programs and activities, in collaboration with the volunteer coordinators. Demonstrate commitment to compassionate hospitality principles with each family interaction and create a comfortable environment that encourages family cooperation and a home-like environment. Ensure a warm and welcome greeting to all families. Provide daily oversight of front desk volunteers. Assure adherence to policies and processes that maintain the well-being of staff, volunteers and guests. Elevate issues and problems to the Guest Services Manager and/or Guest Services Director. Maintain proficiency in guest registration and guest management software systems, including Raiser’s Edge data entry as necessary. Provide oversight and support guests using kitchen, teen room, family room and living room spaces. Other Responsibilities   Maintain the cleanliness and orderliness of the Houses and Family Rooms. Serve as back up to the Family Placement Coordinator during evenings and weekends. May be on call during critical periods. Maintain security protocols for guests. Provide daily summary of activities to ensure consistent communication and follow up between shifts. Assist with other duties as assigned   Requirements   Experience Required: Requires at least two years of work experience in a customer service or similar position that involves interaction with the public. Experience in the hospitality industry preferred.         Skills Required: Enthusiastic with excellent customer service skills Enjoy working with people and possess a friendly and outgoing personality Excellent listening skills Exceptional verbal, written, and interpersonal communication skills Basic computer proficiency, including email, Word and Excel, and database management Strong attention to detail Ability to work well under pressure, meeting multiple and sometimes conflicting priorities Good analytical and problem-solving skills Fluency in Spanish is strongly preferred Educational Requirements: High School diploma required; some college level coursework preferred   To Apply, send a cover letter and resume to hr@rmhcoregon.org, attention: Eric Brown.