Guest Services Representative

Ronald McDonald House Charities of Central Texas • Part-time • Austin, Texas • 1w ago

Part-time

Description

The mission of Ronald McDonald House Charities of Central Texas (RMHC CTX) is to create, find, and support programs that directly improve the health and well-being of children and families.

Job Summary:

The Guest Services Representative (GSR) serves as a key Ambassador of Ronald McDonald House Charities of Central Texas (RMHC-CTX), ensuring a welcoming and supportive experience for guest families, donors, and visitors. Acting as the primary point of contact for families during their stay, the GSR leads registration, provides concierge-style service, and coordinates family resources. This role is not just about exceptional customer service and organizational skills but also about making a real difference in the lives of children and families. This position may require travel between RMHC-CTX locations.

Guest Relations Responsibilities:

Provide high-level concierge services to all visitors, ensuring a positive and welcoming experience.
Serve as the primary contact for guest families, coordinating registration, stay support, and check-out processes.
Anticipate family needs, connect with them before arrival, and ensure they are well-acquainted with RMH and RMFR resources and guidelines.
Act as a liaison between RMHC and hospital partners, ensuring seamless communication and support for families.
Address guest concerns and escalate issues to the House Operations Director or Hospital Manager(s) when necessary.

Operations & Support Responsibilities:

Oversee referrals from medical partners, ensuring accurate transfer of information into the guest management systems.
Collaborate with housekeeping and vendor teams to maintain a clean and safe facility.
Support volunteer coordination during shifts, providing clear instructions and guidance.
Collaborate with the Development and Communications team to support and execute appropriate follow-up tasks, pictures, and feedback.
Assist with the stewardship of volunteer groups that provide meals, baking, and activities to our RMH & RMFR guest families.
Participate in staff meetings to stay informed about organizational updates and initiatives.

Administrative Responsibilities:

Track and document shift communications and updates using organizational tools.
Assist with room inspections, cleaning, and organizing as needed.
Support coverage for other GSR shifts as required.

Skills & Competencies:

Passion for the mission of RMHC-CTX.
Strong interpersonal skills, with the ability to respond calmly to emergencies and resolve conflicts effectively.
Organizational and multitasking skills, with attention to detail.
Warm, professional demeanor and ability to engage with diverse groups of people.
Bilingual in English and Spanish preferred.

Physical Requirements:

Prolonged periods of sitting and working on a computer.
Ability to lift up to 15 pounds.
Flexible to work off-shift hours as needed.

Requirements

Qualifications:

1–3 years of experience in customer service, hospitality, or support roles focusing on creating exceptional customer experiences.
Proficiency with Microsoft Office Google Suite; Experience using a CRM, Google Apps, Slack, and Trello preferred.