The mission of Ronald McDonald House Charities of Central Texas (RMHC CTX) is to create, find, and support programs that directly improve the health and well-being of children and families.

Job Summary:

The Guest Services Representative (GSR) serves as a key Ambassador of Ronald McDonald House Charities of Central Texas (RMHC-CTX), ensuring a welcoming and supportive experience for guest families, donors, and visitors. Acting as the primary point of contact for families during their stay, the GSR leads registration, provides concierge-style service, and coordinates family resources. This role is not just about exceptional customer service and organizational skills but also about making a real difference in the lives of children and families. This position may require travel between RMHC-CTX locations.

Guest Relations Responsibilities:

• Provide high-level concierge services to all visitors, ensuring a positive and welcoming experience.
• Serve as the primary contact for guest families, coordinating registration, stay support, and check-out processes.
• Anticipate family needs, connect with them before arrival, and ensure they are well-acquainted with RMH and RMFR resources and guidelines.
• Act as a liaison between RMHC and hospital partners, ensuring seamless communication and support for families.
• Address guest concerns and escalate issues to the House Operations Director or Hospital Manager(s) when necessary.

Operations & Support Responsibilities:

• Oversee referrals from medical partners, ensuring accurate transfer of information into the guest management systems.
• Collaborate with housekeeping and vendor teams to maintain a clean and safe facility.
• Support volunteer coordination during shifts, providing clear instructions and guidance.
• Collaborate with the Development and Communications team to support and execute appropriate follow-up tasks, pictures, and feedback.
• Assist with the stewardship of volunteer groups that provide meals, baking, and activities to our RMH & RMFR guest families.
• Participate in staff meetings to stay informed about organizational updates and initiatives.

Administrative Responsibilities:

• Track and document shift communications and updates using organizational tools.
• Assist with room inspections, cleaning, and organizing as needed.
• Support coverage for other GSR shifts as required.

Skills & Competencies:

• Passion for the mission of RMHC-CTX.
• Strong interpersonal skills, with the ability to respond calmly to emergencies and resolve conflicts effectively.
• Organizational and multitasking skills, with attention to detail.
• Warm, professional demeanor and ability to engage with diverse groups of people.
• Bilingual in English and Spanish preferred.

Physical Requirements:

• Prolonged periods of sitting and working on a computer.
• Ability to lift up to 15 pounds.
• Flexible to work off-shift hours as needed.

Qualifications:

• 1–3 years of experience in customer service, hospitality, or support roles focusing on creating exceptional customer experiences.
• Proficiency with Microsoft Office Google Suite; Experience using a CRM, Google Apps, Slack, and Trello preferred.