Operations Associate, Guest Services

Job Title: Operations Associate, Guest Services Program: Ronald McDonald House, Inland Empire Reports To: Operation Manager, Hospitality Services FLSA Status: Non-Exempt; Part-time Schedule: Friday – Sunday (and shift coverage as needed) Pay Rate: $20.00 per hour Prepared By: Human Resources / October 2026 Position Summary Our mission at the Ronald McDonald House Charities® of Southern California (RMHCSC) is to provide comfort, care and support to children and families in Southern California. To achieve our vision of creating a community where children and their families embrace life and healing with a sense of hope, enthusiasm and joy. RMHCSC operates seven Ronald McDonald Houses, and three Ronald McDonald Family Rooms, along with Camp Ronald McDonald for Good Times. The Operations Associates, Guest Services maintains the guest services operations of the House during scheduled shifts and is responsible for the safety and overall guest services management of the House. The Operations Associate, Guest Services is responsible for maintaining the atmosphere of a caring environment with guests, volunteers and other staff following policies, procedures, and standards set by Ronald McDonald House Charities of Southern California (herein referred to as RMHCSC or the Chapter). Responsibilities Essential Duties and Responsibilities The position shall include but is not limited to the following: Welcome and acknowledge all guests according to company standards and anticipate and address guests' service needs; Perform the function of "manager on duty" and act as first point of contact for any issues that may arise during scheduled shift; Interact with and offer comfort to House guests in a supportive manner, as appropriate; Respond to emergency situations and know how to use all safety equipment; Communicate in writing about events that occurred during shift, through shift reports; Responsible for stocking and monitoring inventory of household supplies and consumable goods; keeps a current list of needs for Operations Manager, Hospitality Services and Operations Director; Use daily task list and overnight work list to ensure required operational tasks and duties are completed; When necessary assist Housekeeping such as vacuum, dust and disinfect; cleaning of guest room; Ensure safety and security of guests and house during shift; Greet the public, accept and thank for donations, give House tours and answer questions related to all aspects of House operations; Respond to guest complaints, taking prompt and appropriate actions to resolve problems and ensure customer satisfaction is maintained; Must use translating devices to assist guests when necessary; Exercise good judgment in decision-making and reporting issues to Operations Manager, Hospitality Services, Family Services and Operations Director as appropriate; Pay close attention to details with capability to oversee House operations and multiple areas simultaneously in a fast paced environment; Properly supervise House volunteers by ensuring that volunteers understand House commitment to guest service and that they observe standards of conduct, rules, safety regulations, and House policies; Conduct arrival and departure audits of guest rooms and common areas to ensure that House high cleaning standards are maintained. Other duties and responsibilities as requested. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education, Work Experience, and Qualifications High school diploma or GED required; Bachelor's degree preferred. Relevant work experience may substitute for education. Minimum of 1 year of supervisory experience. At least 1 year of experience in retail, hospitality, or social services required; experience with family clientele preferred. Hotel or hospital experience is a plus. Strong customer service skills required. Must be organized, focused, and demonstrate sound judgment. Ability to manage multiple tasks and priorities is essential. Positive attitude, pleasant demeanor, and appropriate attire are required. Proficiency in Microsoft Office and comfort with various databases is necessary. Ability to multitask in a fast-paced environment is essential. Must be highly dependable and reliable. Flexibility to work weekdays, weekends, evenings, overnight/graveyard shifts, and holidays as needed. Reasoning Ability Ability to solve practical problems and deal with a variety of concrete variables in situations where the person must rely on their judgment, adaptability, and resourcefulness to find effective solutions. Language Skills Ability to interpret a variety of instructions in English that is furnished in written, oral, diagram, or schedule form. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from managers, clients, board members, families and the public; ability to present facts and recommendations effectively in oral and written form. Candidates with multi-language skills are encouraged to apply. Mathematical and Computer Skills Ability to calculate figures and amounts including basic math, percentages, and discounts. Strong proficiency in Microsoft Office Suite. Supervisory Responsibilities Ability to lead and assist with other Guest Services Associates and Volunteers as needed. Certificates, Licenses, Registrations A valid California Driver's License and a clean driving record are required to operate company vehicles for tasks such as transporting families or staff as needed.