Job Description

Job Title: Guest Services Director-Bend

Department: Guest Services

Reports To:  Chief of Development and Regional Programs

Classification: Regular, Full time, Exempt

The Guest Services Director helps to ensure that the Bend Ronald McDonald House (RMH) offers the most welcoming and hospitable guest services possible. The Guest Services Director works closely with Guest Services Coordinators, other staff, and volunteers to coordinate guest arrival and registration activities. They serve as the guest services lead while in addition to standard guest services duties, he/she is the primary contact for family issue resolution, oversight of the front desk operations, training and scheduling of staff to ensure adequate coverage. The Guest Services Director models RMHC’s values and compassionate hospitality principles, reinforcing a culture of exemplary service for guest families.

Primary Duties and Responsibilities Include:

• Will act as primary leader of Guest Services in Bend.
• Primary contact for hospital partners, social workers and families when managing families.
• Responsible for direct supervision of Guest Services Coordinators including annual reviews, time sheet approval, and one on one meetings.
• Oversee guest referral and placement process for families.
• Primary owner of the process for supply inventory, maintenance, IT support and repair of facilities.
• Primarily responsible for the oversight of janitorial and room cleaning for the house.
• Responsible for working with Chief of Development and Regional Programs to set and be responsible for Bend expense budgeting and meeting annual budget targets.
• Oversee the front desk operations and provide daily support of front desk volunteers, including answering phones, greeting guests, and providing tours.
• Serves as a resource for families navigating transportation, neighborhood services, and family activities.
• Makes programmatic and staffing decisions in conjunction with Chief of Development and Regional Programs in accordance with approved RMHC policies and the best interests of RMHC guests, staff and volunteers.
• Oversee the in-house volunteer program, including development of roles, placement, training, scheduling and recognition of volunteers.
• Provides ongoing training for guest services staff to implement seamless guest centered referrals, check-ins, check-outs, and update practices to reflect changes in house policies, guest guidelines and office procedures in accordance with global standards and licensing requirements. This includes training and maintaining the guest registration software.
• Provide oversight into house coverage to ensure 24-hour, 7 day a week coverage.
• Demonstrate commitment to compassionate hospitality principles with each family interaction and create a comfortable environment that encourages family cooperation and a home-like environment.
• Develops, in conjunction with the Chief of Development and Regional Programs, and provides oversight for all programs and activities.
• Responds to emergencies via cell phone after office hours.
• Manage Facilities schedule and house maintenance.
• Manage Security, Linen service and vendor contracts.
• Oversee the Hospitality Cart program with vision from Chief of Development and Regional Programs. Works with a team of staff and volunteers to stock, run, and operate the cart at St. Charles Medical Center.
• Partners with the Director of Development to support community engagement efforts and donor cultivation as needed.

Other Responsibilities:

• Maintain the general cleanliness and orderliness of the House.
• Responds to critical off-hour systems emergencies and needs.
• Maintain security protocols for guests.
• Provide daily summary of activities to ensure consistent communication and follow up between shifts.
• Adhere to all policies, including donation acceptance policies.
• Assist with other duties as assigned.

Requirements:

• Enthusiastic with excellent customer service skills
• Excellent analytical, decision making, and problem-solving skills.
• Confidence, sensitivity, and diplomacy to interact and collaborate with varied constituents, including guests, volunteers, hospital personnel, staff, and donors.
• Flexibility about work assignments and changing priorities.
• Experience/level of comfort with facilities and technology support
• Enjoy working with people and possess a friendly and outgoing personality.
• Excellent listening skills
• Exceptional verbal, written, and interpersonal communication skills.
• Computer proficiency, including email, Word and Excel, and database management.
• Strong attention to detail
• Ability to work well under pressure, meeting multiple and sometimes conflicting priorities.
• Good analytical and problem-solving skills
• Fluency in Spanish recommended.

Supervisory Responsibilities:

You will work with and directly supervise the Guest Services Coordinators and be direct liaison with the Housekeeping, Laundry, Landscaping and Security Vendors and Hospital Partners.

Experience and Education Required:

• Requires at least five years of work experience in a customer service or similar position that involves interaction with the public. Supervisory experience required. Experience in the hospitality industry and/or property management preferred.
• Associates degree or equivalent experience required.

Work Environment:

Most work is conducted in a collaborative and dynamic office environment. Attendance at RMHC Oregon signature events may be indoors or outdoors, possibly in hot or wet weather. In conjunction with events, employees will be required to lift packages (up to approximately 40 pounds) and stand for long periods. Some travel is required.