Guest Experience Coordinator - Respite Program
hace 24 días
New York
Job Description Days: Sunday through Thursday Shift: 3:00 PM - 11:00 PM This position will help to support our new Respite Program at the Ronald McDonald House New York, providing support to young women (aged 18-26) who are facing housing insecurity and are in need for medical respite. Our program will primarily focus on individuals in need while being pregnant or having recently given birth and facing maternal health challenges. This person will collaborate closely with the family support team and other members of the Respite Program as well as the broader team at the Ronald McDonald House. The Guest Experience Coordinator (GEC) serves as a liaison between front-line associates and management to ensure consistent and exceptional service delivery across all guest touchpoints. The GEC provides shift leadership, operational oversight, and hands-on support to Guest Experience Associates while collaborating with departments including Family Support, Housekeeping, and Facilities. This role balances service execution with administrative responsibilities to enhance the guest journey and uphold RMHNY standards. Essential Duties and Responsibilities • Lead daily shift operations at the front desk, ensuring optimal staffing and service standards., • Coach, mentor, and assist Guest Experience Associates in delivering elevated guest interactions., • Attend to recipients' nonclinical needs, such as providing minimal assistance with activities of daily living (ADLs), and confer, as needed, with the recipient's clinical care team, including, but not limited to, primary care physician, behavioral health provider, substance use treatment provider, specialty provider, referring provider, and home health provider, as appropriate., • Coordinate guest room readiness and turnover in partnership with Housekeeping and Facilities teams., • Ensure guests have access to medication as needed., • Respond to escalated guest concerns using the “Respond, Recover, Report” protocol and ensure documentation is completed., • Support family onboarding process, in collaboration with family support team, including orientations, intake forms, and personalized check-in experiences., • Support the implementation of guest programming and coordinate activity registration, reminders, and logistics., • Maintain shift reports, reservation logs, incident reports, and donation documentation., • Monitor pantry, supply, and amenity inventory levels and communicate replenishment needs., • Assist with daily arrival and departure prep including room inspections, guest welcome notes, and comfort kits., • Liaise with volunteers and support their engagement in guest service-related duties., • Act as shift lead when Manager on Duty (MOD) is not present and serve as emergency point of contact., • Participate in cross-training and project execution to improve departmental efficiency and service quality., • Provide first aid and basic life support as needed- training provided to all team members, • Serve as point-of-contact for lost and found inquiries, delivery coordination, and guest communication. Supervisory Responsibilities • This position provides shift leadership to Guest Experience Associates and volunteers assigned to the operations team. This may include helping to delegate tasks and help answer questions and problem solve with the team., • Demonstrated leadership and training experience., • Familiarity with property or facility management software and digital communication tools. Equal Employment Opportunity Ronald McDonald House New York believes that all employees are entitled to Equal Employment Opportunity. We do not discriminate against employees or applicants for employment because of race, color, creed, religion, sex, gender, age, marital status, national origin, sexual orientation, disability, veterans, citizenship status, or any other legally protected characteristic while meeting the mental and physical requirements for the job. Physical Demands The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Work for this job is performed in a hospitality environment with guests or in mechanical/maintenance rooms. Some outdoor work is required. The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • This job is located in the same facility where RMH-NY provides temporary accommodations to pediatric patients and their families while the patients are undergoing active medical treatment at area hospitals. For some RMH-NY guests, medical treatment may include radiation therapy. While radiation therapy is never administered at RMH-NY, there is the potential for some radioactive material to be present in guests who have undergone radiation therapy. Based on radiation measurements performed throughout RMH-NY, it is not expected that individuals working at RMH will receive radiation doses that would exceed the general public limit (100 millirem per year)., • The noise level in the work environment is moderate to loud. Noise levels often increase with families and children who have temporary residence in the building as well as guests and musical performers for special events as well as mechanical equipment, • Some weekends and evening hours may be necessary for this job Travel • This job description is an overview or major duties, activities and responsibilities required for the role, • This description is not intended to be a complete listing of all tasks required for the role, • Responsibilities will change with the needs of the organization