Guest Services Associate (Part-Time)

Ronald McDonald House Southwest Ohio; Dayton (OH); On-site; USD 26,000 - 37,000; Part time

Job summary

Ronald McDonald House Southwest Ohio in Dayton, OH, seeks a part-time Guest Service Associate to welcome families, support their stay, and uphold our core values in a home-like environment.

You will handle check-ins/check-outs, coordinate transportation, document incidents, assist with events and activities, and work with staff and volunteers to deliver compassionate, confidential service.

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 with basic office software and communication platforms.
• Ability to work respectfully with people from diverse backgrounds and cultures.

Responsibilities

• Promote a safe, welcoming, and respectful environment for families reflecting RMHC SWO’s mission and Community Standards.
• Uphold policies during shifts and communicate issues to leadership as appropriate.
• Manage guest applications, check-ins, check-outs, visitor registration, room checks, and survey collection.
• Enter and maintain accurate information in the guest database; document incidents and shift activity.
• Maintain confidentiality of guest information per policies and privacy standards.
• Welcome and orient families; explain amenities and Community Standards; answer questions.
• Build positive relationships with families; listen with empathy; maintain boundaries.
• Coordinate transportation for families; ensure timely scheduling and records.
• Connect families to available resources and support services as needed.
• Assist with family activities and events; communicate details to families and staff.
• Respond calmly to emergencies and urgent situations following procedures.
• Address guest conflicts professionally and per House policies.
• Respond to complex guest needs; escalate as needed to leadership.
• Supervise and support shift volunteers; welcome, guide, and appreciate their service.
• Share updates with House Program Manager and shift leads to ensure continuity.
• Maintain House condition during shifts; sanitize, restock supplies, and keep areas safe.

Skills

Interpersonal skills

Written communication

Confidentiality

Computer skills

Diversity awareness

Hospitality experience

Multitasking

Team collaboration

Education

High school diploma or equivalent

Job description

Ronald McDonald House Southwest Ohio creates a community where everyone is welcome, valued and respected. Inclusiveness is a reflex for us, not an initiative.

We embrace and celebrate the unique perspectives, backgrounds and ideas that each person brings to our mission so that, together, we can best care for families from around the world.

We offer a caring and supportive environment – not only for our guest families, but for our staff of dedicated individuals as well.

We offer competitive benefits for full-time employees, including covering 100% of our employees’ monthly health care premiums and matching 403B contributions 100% (up to five percent of your salary) after your first year.

Our culture centers around our Core Values: Collaboration, Gratitude, Integrity, Inclusion and Joy. They guide every decision we make, every interaction we have, and every person we welcome to our team.

We offer a variety of full-time, part-time and internship opportunities. Daytime, evening and weekend positions are available. Please see below for our current openings.

Position:Guest Services Associate (Part-Time)

Location: Dayton, OH

Job Id:277

# of Openings:1

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

Pay:

This position pays $23.00 per hour.

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)

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 elevate 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.

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.

Make a Difference for Families & Children

Parents don’t know when their children will need medical help. But they should know they can always access the care they need. And with your help, we can support them all throughout their journey.