Guest Services Coordinator - FT Family Room (Lehi)

Team:                                        Family Room Operations 

Location:                                  RMHC Family Room/Lehi Primary Children’s Hospital 

Reports to:                               Family Room Manager 

Classification:                        Regular, Full-time, non-exempt 

Hours:                                      40 hours, including evenings, weekends, and some holidays 

Compensation:                      Starting rate $17.00/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, hospital social workers and other stakeholders 

• 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 telephones and directing calls and messages appropriately 

• Welcoming visitors and guest families 

• Checking guests in and out of the Family Room 

• Ensuring that RMHC 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 volunteers; providing tasks, answering questions and offering general support to volunteers 

• Giving informative and helpful Family Room tours to guests 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 front desk and common areas clean and organized at all times 

Administrative/Computer 

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

• Obtaining accurate pre-registration information from social workers at the hospital and 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 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 and all-staff meetings 

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

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

• Develop competency with emergency preparedness and evacuation procedures 

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

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 

• 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 

Educational Requirements: 

• High school diploma 

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

Requirements Specific to Primary Children’s Hospital: 

Attend Lehi Primary Children's Hospital and fulfil requirements which include drug test, immunization records, background check and completion of online education modules. 

Application Instructions: 

Please send your resume and/or cover letter to Donna Angela at donna@rmhslc.org. 

Please also include the following questions: 

Do you have at least two years of work experience in customer service and/or in a hospitality setting?

Are you able to successfully pass a background check and receive work authorization to work in the United States?

Can you work weekends and evenings? Shifts vary from 9 am - 5 pm or 1 pm to 9 pm. (Dependent on scheduling needs)

The above information is intended to describe the most important aspects of the job. It is not intended the construed as an exhaustive list of all responsibilities, duties and skills required to perform the work.