Family Services & Guest Experience Coordinator

Ronald McDonald House Chicago; Chicago (IL); On-site; USD 19,000 - 25,000; Part time

Benefits offered by this job

PTO

401(k)

Employee Assistance Program

Job summary

Ronald McDonald House Chicagoland and Northwest Indiana is seeking a dedicated team member to support families staying at our House. You will welcome guests, process check-ins, coordinate room use, and assist with daily operations to ensure a supportive, caring environment.

The role requires flexibility for weekend and holiday shifts, and involves supervising volunteers, maintaining records, and providing information and resources to families in need.

Qualifications

• 2 years related work experience preferred
• An equivalent combination of education, training, and/or experience will be considered
• Must be a self-starter with the ability to multitask and function effectively under pressure
• Compassionate and caring individual, aligned to our mission and standard of care
• Demonstrate empathy and the ability to relate to families in crisis

Responsibilities

• Execute defined policies and procedures for the program.
• Welcome and orient guests to the House, completing all check-in and check-out procedures and paperwork.
• Demonstrate a caring attitude toward families, volunteers, and donors.
• Act as liaison to hospitals for processing referrals/reservations.
• Explain/clarify program policies and procedures to guests and referring partners.
• Provide and assist families with information, directing them to resources, activities or services they may need.
• Perform regular rounds to maintain relationships with families and identify support and/or maintenance needs.
• Coordinate overall daily strategy for use of available rooms, with intention of providing service to as many families as possible.
• Assist with statistics for program by inputting daily occupancy records.
• Ensure all common areas remain clean and supplies are stocked
• Track guest donations and occupancy rates for monthly reporting purposes.
• If the position includes overnight responsibilities, this role may be required to respond to emergency situations and after-hours pages, including scheduled weekends and holidays, for urgent needs such as unplanned family arrivals, guest medical emergencies, or conflicts requiring law enforcement involvement.
• Encourage adherence to programs guidelines and coordinate a solution when violations occur.
• Utilize our digital guest registry system to create room reservations and track pertinent and appropriate guest information to ensure seamless support throughout their stay
• Assess bedroom availability for incoming families and assign bedrooms according to number of guests, potential length of stay and other needs of the families
• Complete incident reports and submit within 24 hours of occurrence, informing supervisor and other staff members of any unusual incidents.
• Act as an extension of the Community Engagement team, serving as a lead or co-lead for meal groups, baking groups and activities groups volunteering within programs.
• Provide coverage at "Welcome Desk" locations as well as other duties in the absence of volunteer support.
• Direct, train, and oversee volunteers performing essential program support functions such as meal provision, guest welcome, housekeeping, and special projects.
• Welcome family guests and visitors, providing tours and information.
• Be knowledgeable of the program location security system and features (ie. key activation, camera operation, etc.).
• Regular participation in meetings and trainings as requested by program leadership.
• Complete all data entry, record keeping, and documentation for the shift.

Job description

Ronald McDonald House Chicagoland and Northwest Indiana is seeking a dedicated team member to support families staying at our House. You will welcome guests, process check-ins, coordinate room use, and assist with daily operations to ensure a supportive, caring environment.

The role requires flexibility for weekend and holiday shifts, and involves supervising volunteers, maintaining records, and providing information and resources to families in need.