Description

The East House Programs Coordinator (Level 2) helps to ensure that Ronald McDonald House Charities of Oregon and Southwest Washington’s Ronald McDonald Houses® (RMH) offer the most welcoming and hospitable guest services possible. The East House Programs Coordinator (Level 2) continues in their front desk shift and serves as a contact and support for all guest families during their stay with an eye toward maintaining our safe, clean, and compassionate home away from home environments. In addition, this role will have an elevated focus towards supporting programming aspects of the house including Meals from the Heart and other enrichment programming such as Grab and Go and craft nights and other house events for the families, 

The East House Programs Coordinator (Level 2) upholds RMHC’s values and compassionate hospitality principles, reinforcing a culture of exemplary service for guest families, and models this for the team.

Primary Duties and Responsibilities Include: 

• Adherence to policies and processes that maintain the well-being of staff, volunteers, and guests. Knowledge & expertise with RMHC core guest management policies.
• Ability to independently elevate delicate family, volunteer or staff situations to your supervisor.
• Maintain proficiency in guest registration and guest management software systems. Ability to trouble shoot software access and user issues.
• Front desk management- including answering phones, supporting volunteers, greeting families as they arrive in the house, engaging with donors and community stakeholders.
• Accept In-kind donations, assist in donation storage management. 
• Maintain cleanliness, organization and inventory of Communal spaces such as Craft Room, Game Room, Library 
• Support, host and engage with all aspects of enrichment programming including but not limited to: Meals from the Heart, Fun Junction, Craft Nights, Bingo Nights 
• Learn and help families navigate additional resources and collaborate with Family Support Services to be a resource for families with need for further support and services.
• Manage guest registration process: check in/check out, house tours, and access to their rooms. 
• Maintain positive and supportive communication to all constituents including hospital partners, donors, and vendors.
• Serve as a resource for families for navigating transportation, neighborhood services, and family activities in the community.
• Demonstrate commitment to compassionate hospitality principles with each family interaction and create a comfortable environment that encourages family cooperation and a home-like environment. 
• Ensure a warm and welcome greeting to all families. 
• Physically perform tasks related to the cleanliness and orderliness of the Houses, including but not limited to dishes, laundry, sanitizing, and re-stocking. 
• Support guests in using community spaces and resources.

Other Responsibilities 

• Assist Manager with Medicaid data collection 
• Attend monthly staff meetings

Requirements

• Requires at least one to two years of full time, consistent service in a Guest Services Coordinator position at RMHC, Passion to serve our community and support families in medical crisis.
• Ability to pass a background check
• Must 18 years of age or older
• High School Diploma or equivalent
• Ability to work Holidays as needed.

Skills Required: 

• Enthusiastic with excellent customer service skills 
• Enjoy working with people and possess a friendly and outgoing personality 
• Excellent listening skills 
• Exceptional verbal, written, and interpersonal communication skills. Strong emphasis on follow through.
• Basic computer proficiency, including email, Word, virtual platforms including Teams, etc. 
• Strong attention to detail 
• Ability to work well under pressure, meeting multiple and sometimes conflicting priorities 
• Good analytical and problem-solving skills 
• Self-starter and ability to take initiative to identify needs

Work Environment: 

Most work takes place in an office or front desk environment, as well as in various community living areas (kitchen, laundry rooms, playroom, etc.)