Guest Services Manager, VA

Rmhcdc; Virginia (MN); On-site; USD 80,000 - 100,000; Part time

Job summary

A leading nonprofit organization seeks a part-time Guest Services Manager to oversee evening and weekend operations at the Ronald McDonald House in Falls Church, VA. The role involves ensuring high standards of service, maintaining a welcoming environment for guests, and responding to emergencies in accordance with established policies. Ideal candidates will have excellent customer service skills and a passion for supporting families in need.

Qualifications

• Experience in nonprofit, hospitality, or social service setting preferred.
• Reliable transportation required.
• Ability to demonstrate empathy and relate to families in crisis.

Responsibilities

• Support House operations and maintain a comforting environment.
• Handle emergency situations and supervise front office/desk.
• Participate in the cleaning and disinfecting of high-touch areas.

Skills

Customer Service Orientation

Interpersonal Skills

Problem Solving

Positive Outlook

Empathy

Education

High School education

Some college preferred

Tools

Microsoft 365

Job description

Job Details

Job Location: Northern Virginia House - FALLS CHURCH, VA

Position Type: Part Time

Salary Range: Undisclosed

Job Category: Nonprofit - Social Services

Description

The part-time Guest Services Manager is responsible for evening, and/or weekend, and/or holiday management of the Ronald McDonald House (RMH) of Northern Virginia. The primary function of the Guest Service Manager is to provide guest services and meet facility needs during scheduled hours. The Guest Services Manager reports directly to the functional lead of House Operations, who reports to the Chief Operating Officer.

Guest Services Managers are assigned hourly shifts to cover the Ronald McDonald House over weeknights, weekends, holidays, and House Operations staff sick and vacation leave.

Hours for this position are day or evening shifts (5-10 hour shifts). Guest Services Managers will be generally have 2-3 shifts per week with opportunities to pick up extra shifts and coverage. Due to the nature of this position, the role is in-person and schedules will be managed [on a quarterly basis] by the functional lead of House Operations. The House Ops team is responsible for ensuring evening, weekend and holidays are staffed with 24-hour coverage as is required.

Duties/Responsibilities:

• Support House operations, providing the highest standards of compassion, hospitality, and safety, to ensure services are carried out according to established policy.
• Maintain a comforting and welcoming environment for families and guests, providing assistance as necessary.
• Maintain a safe, secure, and orderly environment at all times. This includes but is not limited to: completing house chores when necessary, performing beginning/end-of-shift inspections and forwarding all pertinent information to the House Operations Manager and/or other relevant staff members.
• Handles emergency situations that occur per RMHCDC guidelines and policies, promptly notifies others (House Operations Manager, COO, emergency responders, security staff, etc) as warranted, calmly and appropriately directs families, volunteers and guests in such instances
• Supervise the front office/desk, including support of guest checkouts, recordkeeping, and receiving donations.
• Support in the preparation for and instruction of in-House volunteer groups during shift.
• Ensure families and volunteers adhere to House policies and procedures. Address violations with House Operations Manager, Associate Director of House Operations, and/or Chief Operating Officer as needed.
• COVID-19 Health & Safety Policy - Participate in the regular cleaning and disinfecting of high touch areas, conduct touchless temperature checks and health screens of all guests entering the House.
• Answer phone line and doors as needed.
• Ensure the completion and legibility of all office documents in a timely and thorough manner.
• Maintain flexibility, acknowledging the elements of communal living and the need to cope with stress and grief.
• Secures keys and room cards during guest check-out.
• Report missing, damaged or malfunctioning items or maintenance needs to House Operations Manager.
• Prepare and send information for the nightly House Occupancy Report.
• Other duties as assigned.

Qualifications

Required Skills/Abilities:

• Demonstrate empathy and ability to relate to families in crisis and ensure the confidentiality of guests.
• Interpersonal Skills: Ability to relate to and effectively communicate with a variety of constituents, including families in crisis.
• Customer Service Oriented: Exhibits an attitude of service, making every effort to build positive relationships and experiences for staff, visitors and families. Demonstrates a welcoming attitude and sensitivity to the needs of guest families at all times.
• Problem Solver: Takes initiative, able to multi-task, make decisions and come up with solutions to ensure House Operations run smoothly, even when dealing with emotional topics. Comfortable in a flexible, team-oriented environment.
• Positive Outlook: Projects a positive demeanor, regardless of changes in working conditions. Is dependable and trustworthy and displays a high level of integrity.

Education and Experience:

• High School education required, some college preferred.
• Experience in a nonprofit, hospitality, or social service setting.
• Reliable transportation.
• Proficiency with Microsoft 365; aptitude for learning new technologies.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires:

• A moderate amount of sitting and walking.
• Ability to perform light maintenance work such as: changing a toilet seat, changing lightbulbs, moving and rearranging furniture, assembling furniture, etc.
• Spending long hours in front of a computer screen
• Frequent use of hands and arms to use office equipment, telephone, computer.
• Occasional need to lift and move supplies up to 30 lbs.
• Kneeling/stooping as needed to clean and straighten the office and program spaces.
• Talking and listening to individuals and small groups is a major component of the role.