Guest Relations Associate

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.

This position works Friday through Tuesday from 1:30 – 10pm, with the expectation of a high-level of flexibility to include nights, weekends and holidays as needed.

• 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.

• 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…