At Cincinnati’s Ronald McDonald House, we have a culture of gratitude, fun, collaboration and compassion. The Guest Services Director must be exceptionally talented, driven, organized and – most importantly – passionate about what we do and helping others succeed.
The Guest Services Director acts as a dynamic organizational leader of a competent and compassionate guest services team who puts families first. They engage staff and volunteers in setting and pursuing best practices, driving continuous improvement, and developing and implementing innovative programming to benefit families. In addition to serving as support to the Chief Operating Officer, the Guest Services Director’s primary responsibilities are to manage the guest services program and staff.
Reports to: Chief Operating Officer
Job Qualifications:
- High school diploma with college degree preferred
- At least 4 years related experience
- Outstanding people skills
- Understand and practice confidentiality
- Excellent computer skills
- Experience managing multiple projects
- Minimum of two years leading a team
- Strong verbal and written communication skills
- Ability to work in a fast paced, ever changing environment
Core expectations:
- Oversee all aspects of guest family support
- Effectively lead the guest services team as they support our families
- Collaborate with other House departments to serve our families
- Lead with our Core Values
Competencies:
Compassion; Flexible; Able to manage multiple tasks simultaneously; Attention to detail; Administrative/organizational excellence; Self-starter; Effective verbal, written, interpersonal and telephone communication skills; Personable and professional demeanor; Team player; Demonstrate objectivity, accuracy, fairness, tact, conflict management, and confidentiality; Computer proficiency, and project management.
Position Requirements:
- Lead, plan and empower the guest services team to implement mission and service delivery activities in accordance with the mission, vision and goals of the House.
- In the COO’s absence, serve as on-site decision maker and point person for all family related issues and concerns.
- Foster a home-like environment that supports families in medical crisis, often dealing with sensitive, difficult and stressful situations.
- Work to resolve problem family situations.
- Ensure that all program activities operate within the policies and procedures of the House and standards set by the Global office.
- Coordinate staff schedule to provide 24/7 hour coverage including during holidays and inclement weather.
- Manage expenses and labor for guest services and support Housekeeping Manager in doing so in the Housekeeping area. Assist with budget recommendations for staffing and operating the Guest Services team.
- Direct the recruitment process, interview and selection of well-qualified staff for the guest services and housekeeping team.
- Supervise guest services team by providing orientation, training, coaching and professional growth opportunities to direct reports. Direct reports include Lead GSMs and Housekeeping Manager.
- Coordinate with the COO regarding staffing patterns, job descriptions, and work schedules as well as input on Guest Service and Housekeeping staff compensation.
- Ensure all guest services and housekeeping staff receive orientation and training in accordance with House standards and best practices.
- Evaluate guest family surveys to evaluate satisfaction and improve service delivery.
- Compile, analyze and report statistics and trends in the House programs in conjunction with the COO and Program Manager.
- Guide team to provide a positive mission focused experience for our volunteers, showing appreciation and capitalizing on the use of their skills/talents.
- Conduct monthly operational meetings for guest services staff.
- Coordinate with the Chief Facilities Engineer and Housekeeping Manager regarding guest impact during House projects, donations storage and usage and any other matter which effects guest families.
- Manage and develop Family Registry and other Guest Services systems to improve efficiency, communication, and reporting.
- Actively identify and implement improvements to the registration and check-in process to reduce any unnecessary obstacles that may prevent or delay families from staying at the House. Oversee the proper collection of all needed documents from families including insurance and Medicare documents to maximize our potential for collecting payments when applicable.
- Collaborate with the Operations Coordinator in conjunction with the COO.
- Oversee the guest services training program for GSMs and Volunteers in that area.
- Assist Guest Services staff in overseeing special events in and around the House.
- Communicate relevant information to Guest Services and Operations and Program staff each week through the weekly email.
- Maintain a positive supportive relationship with key Cincinnati Children’s teams including the Social Work team, the Guest Services team, the Grounds Crew Team and the Security Team.
- Walk property to identify and address any maintenance, cleanliness, or safety issues.
- Contribute to Ronald McDonald House team efforts by maintaining positive, supportive and flexible working relationships with fellow staff and volunteers in our mutual pursuit of providing comfort and care to families of seriously ill or injured children being served by our facility.
- Represent with pride our Ronald McDonald House Charities in all interactions with parents, volunteers, hospital staff and community members (including professional attitude, tact, reliable information and appropriate dress).
- Keep lines of communication open among the COO, Guest Services Managers, program staff, other staff, volunteers and hospital.
- Respond appropriately to emergencies (e.g. medical, facility and weather-related) by calmly and professionally notifying guests and providing necessary assistance to guest families, volunteers and staff.
- Be a helpful and understanding listener, but not a counselor to families.
- Pursue opportunities for professional development.
- Work as a team member with all staff at Ronald McDonald House, treating fellow staff members with respect and sensitivity to the requirements of their jobs.
- Serve as a resource to RMHC colleagues by sharing best practices, providing support and being a thought partner.
- Execute other House responsibilities as requested by the COO and remaining leadership team.
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers.
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 occasionally 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.
Position Type/Expected Hours of Work
This is a part-time, float position without benefits. This position would require two 8 hour shifts per month. Some weekend and holiday coverage could be expected.
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.
