Guest Services Coordinator

Team:            Family Room Operations 

Location:        RMHC Family Rooms / Salt Lake City, UT area hospitals 

Reports to:         Family Room Manager 

Classification:        Regular, Full Time OR Part Time non-exempt 

Hours:    Variable, including nights, weekends, and some holidays   

Compensation:    Starting rate $17.35/hr 

THE POSITION: The Guest Services Coordinator is a member of the Guest Services team and assists in all aspects of daily operation of the Ronald McDonald Family Rooms (Family Rooms).  They are responsible for delivering exceptional guest services, overseeing the front desk, maintaining safety and security, and the cleanliness and order of the Family Rooms. This person is responsible for various additional duties as assigned by the Family Room Manager or Hospital Programs Director. 

Primary Duties and Responsibilities: 

Guest Services 

Assist in the delivery and continuity of guest services, including but not limited to:  

• Maintaining professional and positive communications at all times with staff, volunteers, guest families, and hospital social workers and administration 

• Providing exceptional customer service and support to guest families - knowing that RMHC serves a diverse group of individuals that may at times be experiencing stress or grief - while maintaining professional boundaries 

• Being present to welcome, care, anticipate and act on guest needs  

• Answering telephone and directing calls and messages appropriately 

• Welcoming visitors and guest families 

• Checking guests in and out of the retreat rooms for naps and overnight stays 

• Ensuring that Family Room guidelines are followed and policies are enforced as needed 

• Communicating with hospital social workers regarding family referrals and room availability as needed 

• Engaging with and supporting Family Room volunteers; providing tasks, answering questions and offering general support 

• Giving tours of the Family Room space to guest families and various visiting groups 

• Completing and filing forms and communicating events as needed to ensure that shift changes go smoothly 

• Obtaining accurate and complete information regarding donations received, including donor names, address, etc. 

• Sharing guest activities and opportunities, including available event tickets and meals 

• Monitoring Family Room(s) security; hourly walk-through and secure Family Room(s) at the end of the shift  

• Keeping common areas, including kitchen, clean at all times 

Administrative/Accounting/Computer 

• Maintaining established operating policies, practices and protocols in Ronald McDonald Family Room(s) 

• Obtaining accurate pre-registration information from social workers at the hospital and in guest registration 

• Logging visitor and guest notes and issues in databases and notifying Manager/ Hospital Programs Director as needed 

Program Cleaning and Disinfection:  

Ensure the cleanliness and order of the Ronald McDonald Family Room by assisting with regular and daily cleaning including all vacant guestrooms, common living spaces and storage areas, including but not limited to: 

• Cleaning and making up guest rooms at the Ronald McDonald Family Room in priority order to allow for timely turnover 

• Washing and folding laundry 

• Dusting, vacuuming and organizing common living spaces 

• Cleaning and tidying of RMHC kitchens 

• Cleaning and stocking public restrooms with fresh towels & toiletries 

• Stocking, maintaining and organizing cleaning closets, linen locker, housekeeping supplies and main storage area, ensuring labels are accurate and present and in good order 

Other Duties and Responsibilities: 

• Attend department staff meetings 

• Develop competency with emergency preparedness and evacuation procedures 

• Fill in for vacations and/or holidays, as needed 

• As a programs team member, cross train with other team members; one team member should be present during regular office hours 

• Assist with group service volunteers, Eagle Scouts, adopt-a-meal groups and core volunteers 

THE PERSON: 

Experience Required: 

• Requires at least two years of work experience in a customer service or similar position that involved interaction with the public; experience in a hospitality/concierge setting is preferred.   

Skills Required: 

• Exceptional verbal, written, and interpersonal communication skills 

• Basic computer proficiency, including email, Word and Excel, with the ability to learn RMFR computer systems and processes 

• Strong attention to detail 

• Ability to work well under pressure, meeting multiple and sometimes conflicting deadlines 

• Good analytical and problem-solving skills 

• Interest in basic maintenance and equipment trouble-shooting preferred with a do-it-yourself aptitude 

• Fluency in Spanish is preferred 

• Highly organized, creative, energetic and collaborative team player 

• Confidence, sensitivity and diplomacy to interact and collaborate with varied constituents, including guests, volunteers, hospital personnel, staff, donors 

• Flexibility with regard to work assignments and changing priorities 

• Knowledge of HIPPA practices preferred, with a commitment to maintain guest privacy 

• Cultural competency and ability to work with people from diverse backgrounds 

 Physical requirements:  

• Perform basic cleaning tasks and deep cleaning 

• Prolong periods of standing, walking, and sitting at a desk 

• Occasionally (twice a week) includes moving objects up to 50 pounds 

• Frequently pulling, pushing (50lb cart), and bending 

Educational Requirements: 

• High school diploma 

Background Check and 1-9 Requirement:  

• Ability to successfully pass criminal background/sex offender registry check and receive work authorization through 1-9.  

Additional requirements: 

• Willingness to meet RMHC immunization requirements due to proximity with vulnerable patients and their families. 

Requirements Specific to Primary Children’s Hospital: 

Attend Primary Children's Hospital & University of Utah Hospital Volunteer Orientation’s and fulfil requirements which include drug test, immunization records, background check and completion of online education modules.  

To officially apply for this position please submit your resume and cover letter to jessicab@rmhslc.org.