Job Title: Guest Service Representative
Job Status: Part-time – Non-exempt
Ronald McDonald House Charities of El Paso – Overview
Since 1984, Ronald McDonald House Charities of El Paso has been providing “a home away from home” for hundreds of families with seriously ill children who are undergoing treatment in nearby hospitals. In addition to providing lodging and love, RMHC of El Paso has also been a steward of goodwill in the border region, helping to develop and support programs/services that directly improve the health of children in this community.
Job Purpose:
Under the general direction of the Program Director of the Ronald McDonald House, the Guest Service Representative manages the daily operations ensuring RMHC Programs and Services are appropriately communicated to employees and guests. Able to work weekday evenings, weekends, and holidays.
Guest Service Representative Duties:
Handles all inter-house communications, including sorting and forwarding mail, answering phone and responding to internal and external customer requests.
Receive and Register incoming guest. Collect room donations. Follow admission process and procedures established by Executive Director and House Operations Committee and Board of Directors.
Provide families with orientation by reviewing Houses rules, policies and procedures.
Complete Daily Report at end of shift, place copy in appropriate binder and provide a copy to Executive Director
Schedule occupancy and designate room assignment.
Oversee House maintenance, including cleanliness upkeep, directing minor repair service and responding to emergency repair situations.
Ensures that dishes are washed and put away, laundry is washed, folded and put away and guest rooms that have been checked out are clean at the end of their shift
Notify Program Director of need for any house repairs, improvements.
Attends staff meetings and other meetings as requested by the Executive Director.
Conducts House tours, coordinates activities of volunteer group groups in the House (churches, civic groups, cub scouts, etc.)
Maintains communication with volunteer and/or relief staff. Supervises and provides direction and support to volunteers on duty at night,
Schedules and monitors volunteer hours and provides a list of suggested activities for volunteers on duty at night.
Welcomes and thank every donor/visitor who come into the House
Accepts donations, asks donors to complete donor forms, offer the donors tour of the House and thanks the donor when they leave. Processes acknowledgements, records and mail donations.
Maintain all files and records pertaining to guests, occupancy, room donations, inventory and supplies.
Ability to interact and communicate, both oral and written, professionally with diverse populations and all levels of management and third-parties
Considerable knowledge of computer systems and proficiency in various computer programs, including strong knowledge of MS Word, Excel, PPT, Outlook, and database functionality.
Ability to address difficult situations in a positive manner.
Ability to establish and maintain good working relationships with officers, managers, supervisors, fellow employees, representative of the agencies, and outside consultants.
Ability to maintain a strong sense of propriety concerning confidential matters. Yet still be able to provide an atmosphere of support to house guests keeping them informed of their medical situation and being sensitive to their needs.
Attention to detail, timely follow-up, good multi-tasking, problem-solving and organizational skills.
Able to operate independently, understanding when to escalate issues.
Other duties as assigned.
Education and/or Special Training:
High School Diploma or Equivalent
Must posses a valid driver’s license
Bilingual Spanish/English preferred
