Guest Services Associate, Mission Bay

Ronald McDonald House Charities Bay Area; San Francisco (CA); On-site; USD 42,000 - 54,000; Full time

Job summary

Ronald McDonald House Charities Bay Area (RMHCBA) is seeking a personable Guest Services Associate for the Mission Bay team at UCSF Benioff Children's Hospital Mission Bay. The role emphasizes hospitality, coordination of meals, supporting families, and maintaining a clean, safe environment.

You will supervise volunteers, help with lunch and dinner distribution, assist families, and ensure supplies are stocked.

Qualifications

• High School diploma required.
• At least 1 year of customer service experience.
• Experience working with diverse populations in nonprofit/medical settings.
• Ability to lift up to 50 pounds.

Responsibilities

• Assist in staffing and supporting the Family Room and coordinating meals.
• Stock and distribute lunches and dinners to families.
• Coordinate with UCSF housing coordinators on guest room assignments.
• Supervise volunteers and maintain infection control standards.
• Communicate with hospital staff and families and address concerns.

Skills

Customer service

Active listening

Problem solving

Organizational skills

Communication

De-escalation

Volunteer coordination

MS Office

Teamwork

Adaptability

Education

High School Diploma

Experience with diverse populations

Tools

MS Office

Job description

JOB SUMMARY

RMHCBA is seeking an individual who is charismatic, a self-starter, problem solver, people person, and highly organized to join our Mission Bay team as a Guest Services Associate at UCSF Benioff Children's Hospital Mission Bay. This role is responsible for supporting the Family Room, making sure all materials are complete and ready, support in the coordination distributing lunches and dinners, assist, and attend to in-hospital families, and cleaning/restocking family lounges, laundry rooms at the end of every shift. This position is also responsible for maintaining a supportive, safe, clean and secure environment, directing the work of volunteers, and assuring that services and programs are provided in a manner consistent with current policy and procedures. GSA should feel comfortable interacting with families from diverse cultural and economic backgrounds within a medical environment.

This role requires working directly with hospital and food partners, volunteers and families, which requires the ability to interact in a thoughtful, energized, and forward-thinking manner. The preferred candidate is a multifaceted operator - creative, charming, outgoing, socially sensitive, flexible, organized, patient, team-oriented and imaginative with a knack for both detail and spontaneity.

This is a full-time, non-exempt position working Monday to Friday, 10:00am to 7:00 pm, reporting to the Associate Director, Family Services.

This role requires working some holidays and weekends.

DUTIES AND RESPONSIBILITIES

• Connect with outgoing/incoming staff at the beginning and end of each shift to relay important information.
• Supports the Family Room at UCSF Mission Bay by staffing the center and providing services to in-hospital families.
• Stock and distribute resources including snack bags, laundry soap, toiletries, and other items to storage.
• Accept, set-up, and distribute lunches and dinners.
• Supports and provides back up in communication with UCSF housing coordinators to assign guest rooms.
• Supports communication with community and hospital partners to coordinate family holiday events and gift giveaways.
• Communicate with Programs Coordinators/Hospital Staff when family shares their concerns or has questions.
• Supports infection control process by sanitizing touched areas, handling food accordingly, and following hospital protocols and mandates, family room, family lounges, and family laundry areas.
• Monitor inventory of items, and cleaning supplies
• Submitted work orders with UCSF forFamily Room and related items.

QUALIFICATIONS AND PREREQUISITE

Education and Experience:

• High School Diploma
• 1 year of customer experience or in a related field
• Relevant professional experience in working with people from diverse cultural and socioeconomic backgrounds, families in crisis, medical environment, and understanding of non-profit community

Knowledge, Skills, and Abilities:

• Compassionate and attentive customer service.
• Demonstrated ability to problem-solve and organizational skills.
• Excellent attention to detail.
• Demonstrated active listening.
• Ability to handle difficult situations with confidence and compassion.
• Ability to deescalate difficult situations
• Service oriented with a good sense of humor.
• Ability to set up professional boundaries.
• Experience working with volunteer groups or personal volunteer experience.
• Demonstrated ability to communicate clearly through different mediums.
• Ability to work with diverse populations.
• Computer literate in MS Office suite of products or similar.
• Ability to work in a semi-medical environment with children being treated with life-threatening illnesses and their families.
• Certified in Adult & Pediatric CPT, First Aid, and AED or ability to get certified.
• Valid CA driver's license.
• Must be able to lift 50 pounds.

Job description is for informational purposes only. Additional duties consistent with the responsibility level may be assigned.