Guest Services Coordinator

Location: Lehi Family Room, Primary Children's Hospital

Team: Family Room Operations

Pay Grade: B

Position Type: Part Time, Non-Exempt

Reports to: Family Room Manager

Hours: 16-24 hours

Our Culture: We provide essential services that strengthen families, remove barriers, and help ensure the best possible outcomes when children need healthcare

Current Programs: SLC Ronald McDonald House, SLC Primary Children’s Hospital Family Rooms (3), University of Utah Hospital Family Room, Lehi Primary Children’s Hospital Family Room, Taylorsville Behavioral Health Campus Family Room, Ogden Regional Medical Center Hospitality Cart

Benefits: Paid Time Off, 401K, Employee Assistance Program

Position Summary:

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 customer services, overseeing the front desk, maintaining safety and security, and the cleanliness and order of the Family Room. This person is responsible for various additional duties as assigned by the Family Room Manager or Hospital Programs Director.

Primary Duties and Responsibilities include:

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, hospital social workers, and other stakeholders 

Providing exceptional customer service and support to all 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, anticipate, and act on guest needs 

Answering telephones and directing calls and messages appropriately 

Welcoming visitors and guest families 

Checking guests in and out of the Family Room 

Ensuring that RMH guidelines are followed and policies are enforced  

Communicating with hospital social workers regarding family referrals and room availability  

Engaging with and supporting volunteers by providing tasks, answering questions and offering general support  

Giving informative and helpful Family Room tours to guests and various visiting groups 

Completing and filing forms and communicating shift happenings, as needed to ensure smooth shift changes  

Obtaining accurate and complete information regarding donations received, and proper recording  

Monitoring Family Room security; hourly walk-through and securing Family Room at the end of the shift 

Keeping the front desk and all Family Room areas clean and organized at all times 

Administrative/Computer

Maintaining established operating policies, practices, and protocols in the Ronald McDonald Family Room 

Obtaining accurate registration information in guest registration 

Logging and communicating visitor and guest issues, check-out items, and safety/emergency issues as directed, to accurately document interactions 

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 to allow for timely turnover  

Washing and folding laundry  

Dusting, vacuuming, and organizing common living spaces  

Cleaning and tidying the kitchen area 

Stocking Family Room restrooms with fresh towels & toiletries  

Tidying the restroom (deep cleaning by hospital housekeeping staff) 

Stocking, maintaining, and organizing cleaning closets, linen closets, and housekeeping supplies, ensuring labels are present, accurate, and in good order  

Other Duties and Responsibilities:

Attend department and all-staff meetings 

Assist service volunteers, community-donated meal groups, and core volunteers 

Maintain a flexible schedule, willing to trade shifts when able 

Develop competency with emergency preparedness and evacuation procedures (on-the-job training) 

As a programs team member, cross train with other team members 

Work Environment

Most work is conducted in-person, in a hospitality/residential environment within the hospital, with travel to the head office, Salt Lake RMH, monthly.

Exposure to varying temperatures indoors and outdoors, as well as noise, dust and sometimes chemicals

The Person:

Experience Required:

Two years of work experience in customer service or a similar position that involves interaction with the public with preferred experience in the following areas:

Experience in a hospitality setting

Education Required:

High School Diploma

Knowledge, Skills, Abilities

Exceptional verbal, written, and interpersonal communication skills 

Basic computer proficiency, including email, Word and Excel, with the ability to learn Ronald McDonald House computer systems and processes 

Strong attention to detail 

Ability to work well under pressure 

Analytical and problem-solving skills 

Highly organized, creative, energetic, and collaborative team player 

Confidence, sensitivity, and diplomacy to interact and collaborate with guests, volunteers, hospital personnel, staff, donors 

Flexibility in work assignments and changing priorities 

Commitment to learn HIPPA privacy laws, and maintain guest privacy 

Cultural competency and humility, and the ability to work with people from diverse backgrounds 

Other:

Passion for the mission of Ronald McDonald House Mountain West

Proficiency in the Spanish language is preferred

Essential Physical and Sensory Requirements: 

Perform basic and deep cleaning tasks 

Prolonged periods of standing, walking, and sitting at a desk 

Occasionally includes moving objects up to 50 pounds 

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

Background Check and I-9 Requirement:

Ability to successfully pass criminal background/sex offender registry check and receive work authorization through the I-9

Additional requirements

Willingness to meet Ronald McDonald House immunization requirements due to proximity with vulnerable patients and their families. 

Attend Lehi Primary Children's Hospital onboarding process and fulfil requirements, which include drug test, immunization records, background check, and completion of online education modules with support from RMFR Manager. 

To officially apply please answer the following questions and submit your resume and cover letter. 

Application Question(s):

• 1. Please describe your previous experience in customer service or any role that involved interaction with the public.
• 2. Our team provides support to our guest families year-round, including holidays. Are you comfortable working some holiday shifts as part of this role?
• 4. Are you able to successfully pass a background check and receive work authorization to work in the United States?
• The starting schedule for this position is: WEEK 1 - Sunday (9 am to 1pm), Thursday (9 am -1 pm), Saturday, 1 pm to 9 pm). WEEK 2: Sunday (1 pm - 9 pm), Saturday (9 am - 5pm). Are you able to work the following dates and time. Schedule changes dependent on department needs.

Please submit you questions, resume, and cover letter to Donna Angel, at donna@rmhslc.org