Role: Guest Services Associate
Reports to: Interim Family Services Director
Job Status: Part-time Nonexempt
Date Revised 9/23/2024
Our Mission and What Drives Us: Ronald McDonald House Charities® of Eastern North Carolina (RMHC ENC) has been a beacon of hope for families, amid uncertainty since 1987. RMHC ENC provides a temporary home, support and access to medical care for families who are receiving treatment from area medical facilities. Our two Houses in Greenville, located on Moye Blvd and inside Maynard Children’s Hospital at ECU Health, offer physical comforts and emotional support designed to promote the well-being of the whole family. We offer our families the comforts of home, including a private bedroom and bathroom, meals, laundry, and common spaces so they can stay close to their hospitalized child. Visit www.rmhcenc.org for more info about our Mission.
A culture led by our core values: HEARTS is our guiding light for our culture, our decision making and how we hire and build the best team. We lead with compassion and Heart. We strive for Excellence in everything we do. We are Authentic and provide an open, honest environment for our staff and families. We treat everyone with Respect. We accomplish our mission Together as a unified team. We have passion to Service our families and communities.
General Job Description:
RMHC ENC leads with compassion as we provide a clean, well-maintained, and friendly environment for all guest families who benefit from our services. The Guest Services Associate (Associate) is a key part of the Operations Team and is responsible for the regular operational needs at the Moye and Hospital House Programs. Associate responsibilities include all guest family duties, including check-in and check-out processes, and family needs throughout their stay. Associate works closely with the Hospital Social Worker Team to ensure that the guest family referral process is followed correctly and that any issues and concerns during the guest family stay is addressed in a timely manner.
This is a part-time nonexempt role with scheduled hours approximately 16-20 per week, including but not limited to 7:00-3:00 and 3:00-11:00 weekend, week day and holiday shifts dependent on the operational needs of the organization. Flexibility is a must for this position. Associate needs to have some level of flexibility for shift coverage, to participate in occasional Team trainings and Operations Team meetings and is also part of the on-call rotation team for emergency family and facilities issues.

Specific Duties:

• Leads with compassion and supports guest families during their stay while following and enforcing guest family policies and procedures
• Performs all guest family check-in procedures, including the referral process, check-in and check-out processes, using Family Registry software for all reporting purposes
• Remain on premise at all times during shift to welcome guest families and address any issues or questions that arise
• Respond to any facilities-related needs timely, following emergency procedure protocol when urgent situations arise
• Perform periodic room inspections and document follow-up needs
• Perform housekeeping and maintenance duties, including but not limited to organizing supplies, straightening spaces, laundry, room turnovers
• Managing volunteers and meal groups, including assigning tasks and support during their shift
• Accepting financial and in-kind donations, including sorting, documenting, and balancing receipt books at the beginning of each shift

Skill Requirements:

• Passion for the RMHC ENC Mission and the ability to be fair and unbiased, while leading with compassion
• A minimum of high school degree or equivalent and/or proven performance in a service-based job
• Excellent organization and planning skills
• Computer proficiency with Microsoft Office software
• Excellent time management skills with the ability to organize and manage multiple priorities and projects
• Punctual and dependable, balancing time between guest family interaction, reporting needs, and other job duties
• Excellent written and verbal communication skills
• The ability to function responsibly, possess excellent decision-making skills, and make sound judgements
• Ability to act in a professional manner while supporting the needs of guest families, staff, volunteers and visitors
• Ability to maintain guest family confidentiality

Physical Requirements:
The physical demands and work environment characteristics described here are
representative of those that must be met by an employee to successfully perform the
essential functions of this job. These requirements represent minimum levels in order to perform the job on a satisfactory basis. Reasonable accommodations may be made to enable

individuals with disabilities to perform the essential functions.

• The employee will be expected to climb ladders up to 6ft, as needed.
• Able to lift and move objects weighing 30 lbs.
• Perform minor maintenance repairs as needed should an emergency occur during the shift.
• While performing the duties of this job, the employee is required to regularly walk, climb stairs, reach with arms and hands, squat down to reach certain areas and possess good vision including close, distance, peripheral and depth perception.

Compensation:
Compensation is $12.00 - $14.00 per hour, based on experience
Job Type: Part-time
Pay: $12.00 - $14.00 per hour
Expected hours: 16 – 20 per week
Work Location: In perso

Specific Duties:

• Leads with compassion and supports guest families during their stay while following and enforcing guest family policies and procedures
• Performs all guest family check-in procedures, including the referral process, check-in and check-out processes, using Family Registry software for all reporting purposes
• Remain on premise at all times during shift to welcome guest families and address any issues or questions that arise
• Respond to any facilities-related needs timely, following emergency procedure protocol when urgent situations arise
• Perform periodic room inspections and document follow-up needs
• Perform housekeeping and maintenance duties, including but not limited to organizing supplies, straightening spaces, laundry, room turnovers
• Managing volunteers and meal groups, including assigning tasks and support during their shift
• Accepting financial and in-kind donations, including sorting, documenting, and balancing receipt books at the beginning of each shif

individuals with disabilities to perform the essential functions.

• The employee will be expected to climb ladders up to 6ft, as needed.
• Able to lift and move objects weighing 30 lbs.
• Perform minor maintenance repairs as needed should an emergency occur during the shift.
• While performing the duties of this job, the employee is required to regularly walk, climb stairs, reach with arms and hands, squat down to reach certain areas and possess good vision including close, distance, peripheral and depth perception