House Manager

POSITION DESCRIPTION

Position Title:	House Manager (Saturday/Sunday/Substitute)
Department:	Programs
Status:	Part-time/Non-Exempt
Supervisor Title:	CEO
In-put:	None
Direct Reports:	None

To create an atmosphere at the Ronald McDonald House that is conducive to the prompt and efficient handling of all guest needs. To implement the operations policies and procedures of the Ronald McDonald House, helping to ensure and facilitate the smooth and caring service delivery for guest families.

ESSENTIAL RESPONSIBILITIES/JOB TASKS may include:

1. 70% Guest Service Administration and Family Relations:

• Communicate effectively the Mission and needs of RMHC Wichita to families, visitors, and volunteers. 
• Staff front desk during shift.
• Check families in/out of the House and collect donations, update the family record in database and on administrative paperwork.
• Respectfully communicate, clarify, and enforce policies and procedures to the families/referral sources according to guidelines.
• Process referrals and guest’s request to stay per guidelines and policies.
• Process and check the status of guest’s background checks.
• Oversee check out process ensuring that rooms are clean and restocked.
• Be familiar with life safety emergency plan, HVAC or other operational issues and perform emergency procedures as necessary.
• Perform duties on shift task list.
• Participate in shift change communication at beginning and end of shift including status of referral list, background checks, any special information about families.
• Complete all reports. (i.e. petty cash, key verification, daily log, etc.) 
• Support the role of the Volunteer Manager by interacting with family meal and activity groups. Communicate and document any issues or concerns with groups and give to the Volunteer Manager.
• Provide general oversight of the House, including awareness of individuals and groups accessing the House.
• Demonstrate an atmosphere of warmth, compassion and support to ensure a nurturing and supportive atmosphere to families at all times.
• Conduct tours highlighting House amenities.
• Meets the reasonable needs of all families in a caring way.

• Receive and process donations.
• Assist with general administrative tasks.

1. 10% Volunteers:

• Promote an environment of appreciation toward volunteers and meal/family activity groups.
• Interact positively with House volunteers.
• Communicate with Volunteer Manager about vacant volunteer shifts.
• Communicate with volunteers to ensure they understand and are comfortable with all policies or procedures and are aware of any unique circumstances with a family.
• Communicate with Volunteer Manager about any situations regarding a volunteer.
• Provide support for volunteers including ongoing training as necessary.
• Check volunteers in and out of LobbyGuard.

1. 10% Facility Support:

• Observe the physical structure of the building (inside/outside) noting any maintenance/repair needs and communicate to the Operations Manager or CEO.
• Monitor activity and maintain control of the facility usage by families and other guests, respectfully enforce policies when needed.
• Respond appropriately to emergencies and incidents that may threaten the safety, security, and comfort of the families and/or the facility. (i.e. fire safety, security, heating and cooling systems.)
• Assist with maintenance projects as needed and directed.
• Monitor and ensure House cleanliness and orderliness of all areas, including the backyard. This includes performing light house cleaning and organizing duties on a daily basis as needed.

1. 10% Other Duties and Responsibilities: 

• Assist in covering Ronald McDonald House staffing shifts as required.
• Perform duties outside of normal responsibilities, as needed.
• Cross train with other team members.
• All other duties as required.

(Handle all information in a confidential manner. Continually look for new and improved ways of completing the above functions. Other tasks as assigned by supervisor will be performed in order to address unexpected situations or needs that may arise.)

RESPONSIBILITIES: This position deals with a diverse group of important external guests, volunteers, and visitors as well as internal contacts at all levels of the organization. Obtaining information from others on a daily basis is necessary to complete job tasks. Independent judgment is required to plan, prioritize and organize a diversified workload. Recommends changes in office practices or procedures. Additionally, negotiation,  persuasion, and diplomacy skills are required daily in addressing the concerns and questions of the guest families, volunteers, and external callers and vendors.  IMPACT: This position’s impact affects internal relationships and systems, and external relationships. Implementation of processes, procedures and policies. There is little impact on labor, material, or equipment. Guest family and constituent satisfaction is highly important.

LATITUDE: Duties are defined or assigned with some flexibility in scheduling and accomplishing job tasks. Problem solving is accomplished in conjunction with supervisor. Some decisions not effecting other departments can be made independently based on the organization’s policies and procedures.

ESSENTIAL SKILLS & REQUIREMENTS:
EDUCATION: Bachelor’s degree, preferred.
SKILLS: Computer skills [Microsoft Office Suite], required. Customer service skills, required. Interpersonal skills, required. Organizational skills, required. Phone and texting skills, required. Problem-solving skills, required. Written and oral communication skills, required. Ability to work with people from diverse backgrounds, required. Ability to work well under pressure and maintain deadlines, required. Adhere to strict confidentiality and privacy requirements, required. Ability to think strategically and analytically and to problem solve, required. Ability to work under limited supervision, both independently and as a team member, required. Creative and artistic use of resources within a limited budget, required. Flexibility with regards to work assignments and changing priorities, required. Ability to see change as an opportunity rather than an obstacle, required. Proficient in speaking Spanish, ability to write in Spanish, desired. Energy and passion for the RMHC Wichita mission, required.
EXPERIENCE: Three years of demonstrated experience and success in working with families in stress and customer service, required. Demonstrated ability to effectively manage multiple priorities, required. Experience working with volunteers to achieve objectives, desired.
CERTIFICATION: None.
LICENSE: Valid KS driver’s license and a good driving record.
EQUIPMENT: Computer, telephone, LobbyGuard, electronic doorbell, ice machine, soda machine, home appliances, cleaning equipment. PHYSICAL:  The physical demands described here 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. Amount of Work Time None Occasional Up to 1/3 Frequent 1/3 to 2/3 Continuous >2/3 Physical demands: Standing/Walking x Sitting  x Bending/Twisting/Turning x Kneeling/Squatting x Reach overhead with hands and arms x Climb or balance on stairs or ladder x Talking or listening (hearing) x Use of hands to touch, handle or feel x Repetitive gripping, grasping, pinching, squeezing, pushing, pulling x Use of vibratory tools x Taste or smell x
Weight to be lifted or carried: 0-25 pounds x 26-50 pounds x 51-75 pounds x 76-100 pounds x Weight to be pushed or pulled: 0-25 pounds x 26-50 pounds x 51-75 pounds x 76-100 pounds x Vision requirements: Close (clear vision at 20 inches or less) x Distance (clear vision at 20 feet or more) x Ability to identify and distinguish colors x Peripheral vision (ability to observe an area that can be seen up, down or to the left and/or right while the eyes are fixed on a given point) x Depth perception (3-dimensional vision, ability to judge distance and spatial relationships), x Ability to adjust focus x WORK ENVIRONMENT The work environment described here is representative of the general work environment for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Amount of Work Time None Occasional Up to 1/3 Frequent 1/3 to 2/3 Continuous >2/3 Office environment x Production facility  x Warehouse x Works outdoors x Exposure to all weather elements x High heat x Cold x High humidity x Dust exposure x Loud noise x Moderate noise x Exposure to fumes or airborne particles x Chemical exposure x Personal protective equipment required (per COVID-19 guidelines) x Enclosed, confined spaces x Underground x High places (rooftops) x Other:
TRAINING: Ongoing training as required by the organization.
WORK CONDITIONS: Hotel and office environment.
OTHER: Hours as assigned. Some hours are required outside of normal business hours or as set forth by the demands of the position including holidays.

This is a part time, every Saturday and/or every Sunday House Manager position. Flexibility to be a substitute House Manager a plus. The Saturday/Sunday shift is either 7:00am – 7:00pm or 11:00am – 10:00pm. The Substitute position will consist of filling other shifts any day of the week that may become available due to staff unavailability. The location is the Ronald McDonald House at 551 N. Hillside, Suite 100, Wichita, KS 67214.

Must provide own transportation. 

Please submit resume to CEO, Susan Smythe, ssmythe@rmhcwichita.org