The Guest Services Manager helps to ensure that Ronald McDonald House Charities of Oregon and Southwest Washington's RPV location offers the most welcoming and hospitable guest services possible. The Guest Services Manager works closely with Guest Services Coordinators, volunteers and the Family Placement Department to coordinate guest arrival and registration activities. They serve as the Guest Services lead while on duty and in addition to standard Guest Services duties, they are the primary contact for family issue resolution- working to ensure the highest level of guest satisfaction, oversight of the front desk operations and team, and is the deputy leader at the location while the Guest Services Director (GSD) is not on duty. The Guest Services Manager models RMHC's values and compassionate hospitality principles, reinforcing a culture of exemplary service for guest families.

Schedule: Friday through Monday, 9am-7pm.

Primary Duties and Responsibilities Include:

• Oversee the front desk operations and provide daily support of Guest Services Staff and volunteers.
• Responsible for direct supervision of Guest Services Coordinators, including time sheet approval, one on one meetings, team meetings, and development goals.
• Demonstrate commitment to compassionate hospitality principles with each family interaction and create a comfortable environment that encourages family cooperation and a home-like environment.
• Primary contact for social workers and families when dealing with problems and challenges during the stay when GSD not on duty.
• Support scheduling team as needed to ensure coverage for all shifts, including holidays.
• Maintain positive and supportive communication to all constituents including hospital partners, donors, and vendors.
• Assure adherence to policies and processes that maintain the well-being of staff, volunteers and guests.
• Manage guest registration process: check in/check out, house tours, family placement process awareness.
• Provide on-site support for all programs and enrichment activities.
• Maintain high proficiency in guest registration and guest management software systems.
• Provide oversight and support guests using all common spaces
• Serve as a resource for families for navigating transportation, neighborhood services, and family activities in the Portland area.
• Problem solve & elevate issues to the Guest Services Director

Other Responsibilities

• Respond to emergencies if needed.
• Participate in the development and implementation of policies and procedures.
• In conjunction with Guest Services Director, provide feedback to Guest Services Coordinators on their performance.
• Participate in rotating Consulting Manager duties.
• Maintain the cleanliness and orderliness of the Houses.
• 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

Our Mission:

Ronald McDonald House Charities of Oregon & SW Washington provides access to medical care, a home away from home, and a community of support for seriously ill or injured children and their families.

Our Values:

The following Core Values guide our actions and decisions toward fulfilling our Mission:

• Extraordinary Hospitality: We demonstrate exceptional care to ensure that our families, employees, volunteers, board members and donors feel welcome, respected and valued.
• Compassion: We show empathy for our families, and work to anticipate and address their needs.
• Collaboration: Recognizing that we are better together, we engage the diverse talents and perspectives within our organization and the larger community.
• Excellence: We hold ourselves and our teams accountable to the highest standards in how we serve our families and steward our resources.

Compassionate Hospitality Principles – putting VALUES into action:

• Every guest is the most important guest – seek to give each individual guest 100% attention and create a community in which all people are welcomed and valued.
• Meet the guests, where they are – and ensure they can spend as much of their time and emotional energy on the child in treatment.
• When faced with a guest request, issue or need, make reasonable accommodations to best serve the guest in that moment.
• Ask yourself, What have I done today to elevate the guest experience?
• Take pride and responsibility for the physical appearance of each house and family room, ensuring high levels of cleanliness and comfort.

Experience Required:

Requires at least five years of work experience in a customer service or similar position that involves interaction with the public. Experience in the hospitality or non-profit environment preferred and experience managing & leading a team, supervising direct reports, and coaching required. Passion to serve our community and support families in medical crisis.

Skills Required:

• Exceptional verbal, written, and interpersonal communication skills. Strong emphasis on follow through.
• Strong attention to detail
• Ability to work well under pressure, meeting multiple and sometimes conflicting priorities
• Good analytical and problem-solving skills
• Enthusiastic with excellent customer service skills
• Excellent analytical, decision making, and problem-solving skills. • Confidence, sensitivity and diplomacy to interact and collaborate with varied constituents, including guests, volunteers, hospital personnel, staff, donors
• Enjoy working with people and on a team
• Excellent listening skills
• Intermediate computer proficiency, including virtual platforms. Experience with Microsoft teams, outlook email/calendar, database management, desire to adapt and learn new software systems preferred.
  

Educational Requirements:

College coursework preferred but not required

Work Environment:

Most work is conducted in a shared office area, located in a home-like community living environment. Some oversight and tasks take place at a front guest facing desk, or in various community areas (kitchen, playroom, lobby, guest floor).

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