Ronald McDonald House Orange County · 18 hours ago
Operations Coordinator, Guest Services - LAOCFTMF
Los Angeles, CA
Full-time
Onsite
Entry, Mid Level
$21/hr - $21/hr
1+ years expRonald McDonald House Charities of Southern California is dedicated to providing comfort and care to children and families. The Operations Coordinator, Guest Services, is responsible for overseeing the House during scheduled shifts, ensuring the safety and operation of the facility while maintaining a caring environment for guests and staff.
Non-profit Organization Management
Responsibilities
Welcome and acknowledge all guests, volunteers, vendors, and visitors in a compassionate, supportive, and timely manner
Attend the main entrance buzzer and walk-ins to ensure all visitors, vendors, volunteers, and guests are screened and checked in appropriately. Maintain record of building occupants
Enforce all health- and safety-related practices related to guests and/or the front desk
Provide concierge-level service for guest check-ins, check-outs, orientations, tours, and other guest needs that may arise, following procedures and policies set forth by the House
Communicate policies and procedures gracefully
Act as the first point of contact and effectively problem-solve any issues that arise during scheduled shifts. Communicate with shift partner and/or supervisor for assistance or to elevate issues
Document all incidents and conversations relevant for peers and/or supervisors to ensure subsequent shifts are well-informed and important information is conveyed in a timely fashion
Receive and record all room referrals and guest data according to procedures
Communicate with appropriate medical staff as needed in a professional and friendly manner
Record financial transactions, including deposits, room fees, donations, and merchandise sales
Partner with the Family Support Services team to best support guest families
Provide warm customer service and serve as the host for Meal of Love groups
Properly supervise volunteers by ensuring they understand the House's commitment to compassionate hospitality and that they observe standards of conduct, rules, safety regulations, and House policies
Inspect, clean, and organize common areas throughout the House, including disinfecting common touch points, taking out the trash, running/unloading dishwasher, sweeping/mopping/vacuuming, and attending to spills or urgent requests
Re-fill and re-stock supplies for kitchens, bathrooms, and front desks, as well as guest amenities. Document maintenance needs for the Facilities team. Attend to simple guest facility needs if possible (i.e., replacing light bulbs, locating supplies, etc.)
Communicate regularly with the Housekeeping team to ensure timely attention to guest room turnover and other deep cleaning needs. Document housekeeping-related needs
Maintain up-to-date knowledge of emergency procedures and security protocols. Uphold RMH standards of safe guest accommodations and working conditions
Process in-kind donations according to procedure
Attend all applicable trainings
Use best judgment to resolve conflict and provide a timely solution to House issues. Provide written information to the supervisor of any incidents and the follow-up action taken
Assist management in onboarding new employees and help lead annual trainings
Provide leadership, direction, and coaching to Guest Services Associate shift partner. Work with management to provide feedback on shift partner for quarterly check-ins and annual reviews
Take on special projects and roles to provide elevated care, management, and continuity. Plan, support, provide feedback, and lead volunteers/colleagues in the following areas, with typically 2-3 primary focuses per shift: Administrative: Review database activity and guest records, ensuring accuracy and efficiency; communicate with the medical team and colleagues to fill knowledge gaps; generate reports; track inventory of Coca-Cola and Martin-Brower supplies; help field general inquiry emails Scheduling: Oversee processing and prioritizing of the room referral process during shift, make sure every open room is scheduled daily; help field referral inquiry emails and calls Amenities Storage: Take ownership of front desk, back office, and Comfort Closet storage spaces; organize and put away gifts-in-kind and delivered items; monitor Help Yourself guest amenities offerings; ensure adequate supply of Comfort Kits, including tracking inventory and packing bags as needed; help field gifts-in-kind inquiries and deliveries Meals of Love: Check for MOL at the beginning of the shift. 30 minutes before groups arrive, prepare the kitchen and set out a welcome area. Greeting the group upon arrival, check in protocol, and deliver brief info session if the volunteer manager is unavailable. Check in with the group throughout, take photos/videos, and check in 30 mins prior to serving. If the volunteer manager is unavailable, once serving has started, check in with the group to make sure they know about clean-up/supplies, take a photo of team, make sure team signs out, and give thanks. Refer to MOL GSA PROCEDURES Facilities and Vendor Visits: Coordinate with management to schedule vendors/repair technicians as needed; greet and liaise with on-site vendors; inspect and approve room openings/closures; ensure common areas, especially kitchens and staff break rooms are clean and orderly; assist in aesthetics maintenance, room care and needs assessments; receive Other duties as assigned
Qualification
Required
High school diploma or GED required
Minimum of one year of supervisory experience
At least one year of experience in a retail, hospitality, or social services setting, preferably working with family clientele
Strong organizational skills with the ability to manage multiple tasks and prioritize effectively
Demonstrates excellent judgment and a history of making sound decisions
Proven customer service skills with a positive attitude and professional demeanor
Proficient in Microsoft Office, comfortable and familiar with hospitality databases
Flexible schedule, including availability to work irregular hours and holidays as needed
Ability to solve practical problems and deal with a variety of concrete variables in situations where the person must rely on their judgment, adaptability, and resourcefulness to find effective solutions
Ability to read and interpret information in English
Strong communication and presentation skills in both oral and written forms
Capable of effectively presenting information and responding to questions from diverse groups, including managers, clients, board members, families, and the general public
Ability to present facts and recommendations clearly and concisely
Ability to calculate figures and amounts including basic math, percentages, and discounts
Strong proficiency in Microsoft Office Suite
Strong knowledge of Excel
Ability to lead and assist with Guest Services Associates and Volunteers, as needed
A valid California Driver's License and a clean driving record are required to operate company vehicles for occasional pick-up of donations
Preferred
Bachelor's degree preferred
Candidates with multi-language skills are encouraged to apply
Bilingual in English/Spanish a plus
Company
Ronald McDonald House Orange County
The Orange County Ronald McDonald House and Ronald McDonald Family Rooms provide a comforting “home away from home” for families with seriously ill children receiving treatment in Orange County hospitals.
11-50 employees
Funding
Current Stage
Early StageRecent News
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