Guest Services Coordinator

Guest Services Coordinator

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By Ronald McDonald House Charities of the Intermountain Area 8/7/2025 Customer Service

Team: Family Room Operations

Location: RMHC Family Rooms / Salt Lake City, UT area hospitals

Reports to: Family Room Manager

Classification: Regular, Full Time OR Part Time non-exempt

Hours: Variable, including nights, weekends, and some holidays

Compensation: Starting rate $17.35/hr

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 Rooms. 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:

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

Completing and filing forms and communicating events as needed to ensure that shift changes go smoothly

Obtaining accurate and complete information regarding donations received, including donor names, address, etc.

Sharing guest activities and opportunities, including available event tickets and meals

Monitoring Family Room(s) security; hourly walk-through and secure Family Room(s) at the end of the shift

Keeping common areas, including kitchen, clean at all times

Administrative/Accounting/Computer

Maintaining established operating policies, practices and protocols in Ronald McDonald Family Room(s)

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

Logging visitor and guest notes and issues in databases and notifying Manager/ Hospital Programs Director as needed

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 of RMHC kitchens

Cleaning and stocking public restrooms with fresh towels & toiletries

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

Other Duties and Responsibilities:

Attend department staff meetings

Develop competency with emergency preparedness and evacuation procedures

Fill in for vacations and/or holidays, as needed

As a programs team member, cross train with other team members; one team member should be present during regular office hours

Assist with group service volunteers, Eagle Scouts, 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 that involved interaction with the public; experience in a hospitality/concierge 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, meeting multiple and sometimes conflicting deadlines

Good analytical and problem-solving skills

Interest in basic maintenance and equipment trouble-shooting preferred with a do-it-yourself aptitude

Fluency in Spanish is preferred

Highly organized, creative, energetic and collaborative team player

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

Flexibility with regard to work assignments and changing priorities

Knowledge of HIPPA practices preferred, with a commitment to maintain guest privacy

Cultural competency and ability to work with people from diverse backgrounds

Physical requirements:

Perform basic cleaning tasks and deep cleaning

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

Occasionally (twice a week) includes moving objects up to 50 pounds

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

Educational Requirements:

High school diploma

Background Check and 1-9 Requirement:

Ability to successfully pass criminal background/sex offender registry check and receive work authorization through 1-9.

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 Primary Children's Hospital & University of Utah Hospital Volunteer Orientation's and fulfil requirements which include drug test, immunization records, background check and completion of online education modules.

To officially apply for this position please submit your resume and cover letter to ....

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