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. She/he is 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.

Schedule: Hours Available for Full Time (Shifts 9am-5pm and 1pm-9pm, including weekends and holidays)

Primary Duties and Responsibilities: Guest Service coordinators 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, and hospital social workers and administration

▪ 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 telephone and directing calls and messages appropriately

▪ Welcoming visitors and guest families

▪ Checking guests in and out of the retreat rooms for naps and overnight stays

▪ Ensuring that Family Room 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 Family Room volunteers; providing tasks, answering questions and offering general support

▪ Giving tours of the Family Room space to guest families and various visiting groups

▪ Monitoring Family Room; hourly walk-through, keeping common areas clean at all times

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

▪ Logging visitor and guest notes and issues in database and notifying Family Room Manager as needed

Other Duties and Responsibilities:

▪ Attend department staff meetings

▪ Assist with other related duties as requested

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

▪ Assist with group service volunteers, adopt-a-meal groups and core volunteers

THE PERSON:

Experience Required: Requires at least two years of work experience in a customer service or similar position which involved interaction with the public; experience in a hospitality 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 relevant computer systems and processes

▪ Strong attention to detail

▪ Ability to work well under pressure, meeting multiple deadlines

▪ Good analytical and problem-solving skills

▪ Fluency in Spanish is a plus, but not required

▪ Highly organized, creative, energetic and collaborative team player

▪ Confident, sensitivity and diplomacy to interact and collaborate with varied constituents, including guests, volunteers, hospital personnel, and staff

▪ Flexibility with regard to work assignments and changing priorities

▪ Cultural competency and ability to work with people from diverse background

Job Type: Full-time

Pay: $15.35 per hour

Expected hours: 20 – 28 per week

Benefits:

• Employee assistance program
• Flexible schedule
• Paid time off

Schedule:

• 4 hour shift
• Day shift
• Evening shift
• Every weekend
• Holidays

Education:

• High school or equivalent (Preferred)

Location:

• Lehi, UT 84043 (Preferred)

Shift availability:

• Day Shift (Preferred)

Work Location: In person