Guest Services Coordinator (Taylorsville Family Room)

Guest Services Coordinator (Taylorsville Family Room)

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By Ronald McDonald House Charities of the Intermountain Area 6/17/2025 Customer Service

Team: Family Room Operations

Location: RMHC Family Room/Taylorsville Primary Children's Behavioral Health

Hospital

Reports to: Family Room Manager

Classification: Regular, non-exempt

Hours: 40 hours per week, including evenings, weekends, and some holidays

Pay Grade: B

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 (Family

Rooms). They are responsible for delivering exceptional guest services, overseeing the

front desk, maintaining safety and security, and the cleanliness and order of the Family

Room. This person is responsible for various additional duties as assigned by the Family

Room Manager or Hospital Programs Director.

PRIMARY DUTIES AND RESPONSIBILITIES:

Guest Services

Assist in the delivery and continuity of guest services, including but not limited to:

Always maintaining professional and positive communications with staff,

volunteers, guest-families, hospital social workers and other stakeholders

Providing exceptional customer service and support to all 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 anticipate and act on guest needs

Answering telephones and directing calls and messages appropriately

Welcoming visitors and guest families

Checking guests in and out of the Family Room

Ensuring that RMHC guidelines are followed, and policies are enforced

Communicating with hospital social workers regarding family referrals and room

availability

Engaging with and supporting volunteers by providing tasks, answering questions

and offering general support

Giving informative and helpful Family Room tours to guests and various visiting

groups

Completing and filing forms and communicating shift happenings, as needed to

ensure smooth shift changes

Obtaining accurate and complete information regarding donations received, and proper recording

Monitoring Family Room security; hourly walk-through and securing Family Room at the end of the shift

Keeping front desk and common areas clean and always organized

Administrative/Computer

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

Obtaining accurate pre-registration information from social workers at the hospital and in guest registration

Logging and communicating visitor and guest issues, check-out items, and safety/emergency issues as directed to accurately document interactions

Program Cleaning and Disinfection:

Ensure the cleanliness and order of the Ronald McDonald Family Room by assisting with regular and daily cleaning including all vacant guestrooms, common living spaces and storage areas, including but not limited to:

Cleaning and making up guest rooms at the Ronald McDonald Family Room in priority order to allow for timely turnover

Washing and folding laundry

Dusting, vacuuming and organizing common living spaces

Cleaning and tidying the kitchen area

Cleaning and stocking public restrooms with fresh towels & toiletries

Stocking, maintaining, and organizing cleaning closets, linen locker, and housekeeping supplies, ensuring labels are accurate, present, and in good order

Other Duties and Responsibilities:

Attend department and all-staff meetings

Assist with group service volunteers, and core volunteers

Maintain a flexible schedule, responsibly manage attendance and time off

Develop competency with emergency preparedness and evacuation procedures

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

Work Environment

Most work is conducted in an office environment.

THE PERSON:

Experience Required:

Requires at least two years of work experience in customer service or similar position that 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 RMFR computer systems and processes

Strong attention to detail

Ability to work well under pressure

Good analytical and problem-solving skills

Fluency in Spanish is not required, but helpful

Highly organized, creative, energetic, and collaborative team player

Confidence, sensitivity, and diplomacy to interact and collaborate with guests, volunteers, hospital personnel, staff, donors

Flexibility in work assignments and changing priorities

Commitment to learn HIPPA privacy laws, with a commitment to maintain guest privacy

Cultural competency and humility

Ability to work with people from diverse backgrounds

Physical requirements:

Perform basic and deep cleaning tasks

Prolonged periods of standing, walking, and sitting at a desk

Occasionally includes moving objects up to 50 pounds

Frequently pulling, pushing (50lb cart), twisting and bending

Educational Requirements:

High school diploma

Background Check and I-9 Requirement:

Ability to successfully pass criminal background/sex offender registry check and receive work authorization through the I-9

Additional requirements

Willingness to meet RMHC immunization requirements due to proximity with vulnerable patients and their families.

Requirements Specific to Primary Children's Hospital:

Attend Taylorsville Primary Children's Hospital onboarding process and fulfil requirements which include drug test, immunization records, background check, and completion of online education modules with support from RMFR Manager.

The above information is intended to describe the most important aspects of the job. It is not intended or construed to be an exhaustive list of all responsibilities, duties, and skills required to perform the work.

To officially reply please send your resume and cover letter to Donna Angel at .... Please also submit the following answers to these questions:

1. Do you have at least two years of work experience in customer service and/or in a hospitality setting? Yes OR No

2. Are you able to successfully pass a background check and receive work authorization to work in a hospitality setting? Yes OR No

3. Can you work weekends and evenings? Shifts vary from 9 am to 5 pm OR 1 pm to 9 pm (dependent on scheduling needs). Yes OR No

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