Overnight Operations Associate Job at RONALD MCDONALD HOUSE NEW YORK in New York

The Overnight Operations Associate/Guest Services are most often the first point of contact for families at Ronald McDonald House New York. They work directly with the families to provide superb customer service while these families are in crisis. An integral role in providing day-to-day support for the entire Operations Department including Housekeeping, Maintenance, Transportation, and Family Support. A passionate contributor to the success of the House that strives to deliver a seamless circle of support to each family that enters the Ronald McDonald House New York.

The pay for this role will be $20 an hour. The schedule for this role will be Thursday through Monday 11 PM – 7 AM.

Role/Responsibilities

Security & Safety

• Maintain a supportive and caring environment at all times and protect the integrity of the organization and its Mission
• Work with House security and volunteer greeters to secure the entrance and monitor the coming/goings of all guests and greet all who enter the House.
• Maintain office security by following safety procedures and controlling access via the reception desk (monitor logbook, issue visitor & families badges)
• Walk around the public areas to ensure all doors are closed and all spaces are empty and secure.
• Be aware of any Fire Life & Safety compromising conditions around the house. Respond to House emergencies as needed

Reception

• Maintains a pleasant demeanor at all times
• Ensure the reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms, and brochures)
• Perform receptionist duties: answer the phone, take messages and transfer calls, receive, document, and disperse all mail, packages, and donations (in-kind and cash) as directed
• Maintain all logs, sign-up sheets, and current information for families and staff
• Direct families to all logs, sign-up sheets, and current information about activities and programs
• Maintain professional relationships, and serve as a resource with House Guests, volunteers, vendors, donors, neighbors, and community groups
• Communicate all concerns to the Manager on duty

• Sign, code, and submit receipts for House purchases
• Ensure that all supplies needed to support the reception desk are in place daily

• Greet new and returning families, escort them to their rooms, and give comprehensive tours of the house while informing them on house activities, programs, and rules
• Perform check-in and check-out of guests
• Complete the daily shift wrap-up report
• Log all sign-up sheets into digital formats (Cleaning sheets, Transportation Sheets, etc.)
• Coordinate transportation requests

Guest Services

• Review reservations for the next day to confirm room types, and additional guest requests
• Update the Family Support Team regarding reservations, guest concerns, or issues
• Use all operation hospitality software for data input of guest information, facilities management, and all visitors identification programs
• Maintain confidentiality of personal/medical information of all guests
• Prepare Guest rooms for occupancy; stripping beds/removing, and stocking with clean linens, conducting room inspections
• First line of contact for needs of families in residence. Respond to requests in a timely and efficient manner
• Stock and store linens, towels, and other supplies; complete loads of laundry as needed
• Document all incidents and report any problems according to the policy and procedures manual

• Load and unload materials being delivered and transported throughout the House (may require heavy lifting). Ensure all items are promptly placed into proper storage areas, and notify appropriate staff

• Maintain all supply closets and keep inventory control records
• Support other housekeeping and maintenance staff with various tasks when requested

• Escort guests to the medical waste area for proper disposal of soiled materials

• Performs other job-related duties as assigned

Interdepartmental

• Support all other departments with various activities and events. Set up and breakdown equipment and material for in-house events and functions (tables, chairs, AV equipment, etc.) monitor the condition of the equipment
• Supervise volunteers as needed for various House operations projects and programs
• Perform minor errands or requests for families and management

Qualifications & Competencies

• GED or High School Diploma
• Minimum of one (1) year experience in a guest-facing role; previous housekeeping, hospital, special event, or hospitality experience a plus
• Ability to operate under pressure and to multi-task; ability to be flexible in a dynamic environment
• Strong written and verbal communication skills; positive and respectful interpersonal skills
• Ability to remain professional yet compassionate when interacting with families in crisis
• Team-oriented personality while also demonstrating initiative and independence
• Bi-lingual is a plus
• Knowledge of Microsoft Office software desired; experience with Opera (or similar Hotel booking platform) a plus
• Experience working with children, people with disabilities or illnesses a plus
• Excellent organizational skills
• Must work weekends and holidays; schedule subject to change