Guest Relations Associate

Job Summary:

As a Guest Relations Associate at Ronald McDonald House Charities of Jacksonville, you will play a pivotal role in providing comfort, support and assistance to families facing the challenges of having a child receiving medical treatment. You will be responsible for creating a warm and welcoming environment for guests, ensuring their needs are met with compassion and efficiency. From greeting families upon arrival and assisting with guest check-in, to offering guidance and resources throughout their stay, you will serve as a crucial point of contact and a source of comfort during difficult times. Your dedication to enhancing the guest experience and fostering a sense of community will be essential in fulfilling the mission of our organization. 

Essential Duties and Responsibilities:

• Be a professional and supportive point of contact for guest families. 
• Maintains and accountable for the overall operation of the House, in the absence of a manager, during assigned shift.
• Work with guest families to identify and fulfill needs.
• Take appropriate referrals, check families in and out, process guest donations.
• Documents and maintains accurate family records.
• Demonstrates good decision-making and critical thinking skills in accordance with House policies and procedures.
• Enforces the policies and procedures of the House in a consistent and caring manner to ensure safety of guest families.
• Facilitates communication between guests and medical staff, helping to coordinate appointments, transportation and other logistical needs, as required. 
• Handles guest inquiries and concerns and maintains a welcoming atmosphere. 
• Be a professional and supportive point of contact for guest families. 
• Works with guest families to identify and fulfill needs.
• Offers emotional support to guests, actively listening to their concerns, addressing any questions or issues that arise.
• Coordinates guest accommodations, including room assignments, housekeeping services and meal arrangements, to ensure a comfortable and seamless experience.
• Provides transportation in the House van for families, as needed.
• Oversees family activities, volunteers or volunteer projects, as identified.
• Handles emergencies in an appropriate manner and in accordance with House policies and procedures. 
• Make periodic rounds to ensure all areas of the House and grounds are safe, clean and secure. 
• Maintains a clean and organized environment throughout the facility, including (but not limited to) common areas, guest rooms, outdoor spaces and kitchen areas.
• Assists with planning and organizing recreational activities and events for guests, fostering a sense of community and providing opportunities for relaxation and bonding. 
• Continuously seeks and shares ways to improve the guest experience and enhance the services offered by the House.
• Reports and records needed repairs, maintenance or safety concerns to Facilities Manager or other appropriate staff.
• Effectively delegates duties and immediate needs during the shift to colleagues and volunteers.
• Closes and secures specific rooms when warranted. 
• Closes building and grounds in the evening or as safety concerns arise.
• Participates in light cleaning of House areas and rooms.
• Organizes and prioritizes multiple and diverse tasks concurrently.
• Acts as an ambassador for RMHCJ, engaging with families and the community to further the organization’s mission.
• Always provides a smiling face and helpful attitude when in contact with House guests.
• Attends all meetings and trainings, as required. 
• Completes other responsibilities as identified.

Education and Experience Requirements:

• Education and/or experience in hospitality management, social work or a related field is preferred.
• Previous experience in guest relations, hospitality or customer service roles is preferred.
• Experience working with non-profit organizations is a plus.
• Must have working knowledge of a computer and be proficient with Microsoft Office (Excel, PowerPoint, Word).
• Must maintain a safe driving record with inclusion on the RMHCJ vehicle insurance policy.
• Must have a clean background and drug test.
• Candidate must believe in the core values of RMHCJ and be driven by the mission. 
• Proven experience in a self-directed work environment and successful project execution is helpful.

Knowledge/Skills/Abilities:

• Organization – High level of detail and accountability, and ability to work professionally within a team. 
• Guest Engagement – Fosters a welcoming and inviting environment. 
• Team Orientation & Interpersonal – Highly motivated, passionate, and creative team-player with ability to develop and maintain collaborative relationships with all levels within and external to the organization.
• Service Orientation – Interacts with guest families and directly gathers feedback, while addressing concerns when necessary.
• Communication – Able to effectively express self verbally in a professional, diplomatic and tactful manner.
• Organization & Time Management – Able to work independently, complete actions within established deadlines and handle multiple priorities with strong attention to detail.
• Flexibility – availability to work evenings and weekends, as well as extended hours in and around the House, as needed.