Ronald McDonald House Charities of Greater Cincinnati

Guest Services Manager (Third Shift)Job Description

Summary: Thethirdshift Guest Services Manager manages internal House operations and is the primary staff contact during third shift for guests living at the Ronald McDonald House. The Manager is responsible for maintaining a home-like and supportive environment and assuring that services and programs are provided in a manner consistent with current policy and procedures. The Manager works in coordination with Cincinnati Children’s Hospital Medical Center social workers and helps ensure a positive House image for guest families, visitors and volunteers.

Reports to:Operations Director

Job Qualifications:1) Bachelor’s degree or equivalent experience in human services field;

2) At least two years related experience;

3) Excellent interpersonal and written communication skills;

4) Understand and practice confidentiality.

Competencies:Demonstrate objectivity, tact, compassion and confidentiality; Inter-personal/team effectiveness; Dependability; Administrative/organizational excellence; Results orientation; Problem-solving and decision-making; Able to manage multiple tasks simultaneously; Flexible; Possess excellent listening and writing skills; Computer competency; Able to manage diverse group of people in a fair and consistent manner.

Hours: 11:00 p.m. to 7:15a.m., Sunday night through Friday morning

Position Requirements:

Guest Services

  1. Provide an atmosphere of warmth and support by interacting with guests, meeting guests’ needs, providing information and/or referrals, and by generally maintaining positive guest relations.
  1. Implement and monitor services and programs for guests. Identify new and changing needs and assure they are met, and recommend new programs and/or program changes to the Operations Director. Develop, implement and maintain current guidelines, systems, procedures and materials necessary to support effective delivery of guest services and programs.

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  1. Maintain a community living setting by enforcing House rules and policies. Keep the Operations Director apprised of guest situations and intervene with appropriate action as needed; contact family’s social worker at Cincinnati Children’s when appropriate.
  1. Respond to crisis situations such as fire alarms and patient deaths, making sure families’ needs are met. Respond to emergency situations (e.g. medical-, facility- and weather-related) by calmly and professionally notifying guests and providing necessary assistance.
  1. Be a helpful and understanding listener, but not a counselor to families.

House Operations

  1. Maintain and monitor overall House operations. Assure that all functions are carried out according to established procedures and guidelines.
  1. Meet with outgoing and incoming Managers at the beginning and end of each shift to balance the cash shift record and relay pertinent information about House happenings. Keep other staff informed of important information about families, repairs, unusual or happy occurrences, deaths or suggestions.
  1. Work with Operations Director in entering guest data. Assure timely and accurate data entry support for guest database. Maintain guest database by entering family records and information on a daily basis and keep all records secure and accurate.
  1. Work with Operations Director in compiling statistical data, including but not limited to guest survey feedback and incident report statistics.
  1. Manage and balance cash shift record at midnight. Capture data into Exceed. Place all records and all credit card receipts, cash and checks into safe. Review with Bookkeeper as necessary.
  1. Maintain safety and security of premises. Complete security walk-through of the House prior to end of shift. Check that all exterior doors and windows are closed, security monitors and alarm systems are working properly, ovens and unnecessary appliances are turned off.
  1. Remain alert and awake for entire shift.
  1. Perform hourly inspections of House to ensure safety and security of all House guest families; note non-pressing concerns for First Shift Guest Services Manager. Inspect building and grounds and follow up on observations to ensure

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that standards are maintained. Maintain general upkeep of the Houseto ensure a clean, welcoming home for guests.

  1. Nightly room checks using Vingcard system to report on any rooms not being used according to requirements.
  1. Monitor inventory of food pantry, household items, cleaning supplies and other necessary materials. Notify Operations Director of items necessary for on-going House needs and special House activities.
  1. Observe all security cameras and respond to problem situations by using loud speaker and/or calling the police.
  1. Clean main lobby, kitchen and dining areas during night-time hours to not disturb guest families’ sleep each night. Perform other cleaning duties as needed.

Other Responsibilities

  1. Maintain positive relationship with vendors, other Ronald McDonald Houses, RMHC volunteers, McDonald’s and other persons associated with Ronald McDonald House.
  1. Provide support to fundraising events as needed.
  1. Pursue opportunities for professional development.
  1. Communicate relevant information with staff and participate in staff meetings.
  1. Work as a team member with all staff at Ronald McDonald House, treating fellow staff members with respect and sensitivity to the requirements of their jobs. Cooperate with Operations Director and other staff concerning House staff coverage during vacations and holidays.
  1. Execute other responsibilities as requested by the Operations Director and/or Executive Director.

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Employee SignatureDate Operations Director SignatureDate

Review 01/12/2010