Lead House Manager

  • Ronald McDonald House Charities of the Philadelphia Region
  • Philadelphia, Pennsylvania
  • Oct 12, 2020
Full time General Managers and Management Executives

Job Description

Job Summary: The Lead House Manager oversees the daily operation of the Ronald McDonald House Charities of the Philadelphia Region (RMHC/PR) at Chestnut Street. While ensuring the well-being of our families, this position is expected to maintain the highest level of hospitality and customer service in a manner consistent with the policies, guidelines and mission of RMHC/Philadelphia Region. The Lead House Manager enjoys a hands-on role as a working House Manager while also providing supervision to House Managers, Housekeeping and scheduled volunteers.Essential Duties:Provide supervision to all RMHC/PR House Managers:Be an expert in all employee duties to ensure that you are leading by example in all that you do.Counsel and coach employees when necessary, using accurate documentation and techniquesEnsure that direct reports are trained in and adhere to a high quality of service in the following processes: hospitality services, managing daily volunteers, emergency and security procedures, andoverall house managementHolds oneself to a high level of service by ensuring that all designated tasks are completed by shift and is proficient in maintaining, training and auditing staff on House policy and emergency proceduresMaintaining and updating House Manager and Housekeeping work schedules guaranteeing coverage for all work shifts, covering as necessaryAbility to work days, nights, weekends and holidaysMaintain the safety and security of the entire premises (building and grounds) by:Maintaining a safe community living setting by ensuring that House rules and policies are inforce and fully utilizing House security system and completing walk-throughsOversee the entire family experience from arrival to departure and utilize House resources appropriatelyManage and operationalize Policies and Procedures to ensure the well-being of the families, the volunteers and the HouseCommunicate all relevant information clearly and effectively in person and by using shifts notes to be shared with outgoing and incoming ManagersRespond to emergency situations including all alarms, family crisis and other emergencies calmly and professionally -notifying guests if warranted, providing necessary assistance or contacting the appropriate community or House personnel to resolve the issueLead and assist in family check-in and check-out processes Troubleshoot facility issues and resolve and/or document appropriatelyPerform all House Manager duties including Hospitality Services, Management of Volunteers and House ManagementHospitality Services:Maintain the highest level of Hospitality and understanding of all pertinent aspects of customer service Resolve family, volunteer, visitor and donor issues with efficiency and diplomacyRespond to all requests and take ownership of all issues ensuring positive outcomesResponsible for clear and timely communication between all House departments, families and volunteersEnsure that all volunteer and family areas are properly suppliedMaintain a high level of morale and cooperation. Use good judgement and fairness in decision making with families, volunteers and all team membersWork with Family services to ensure the timeliness of room requests, check-ins, check outs as neededUtilize all resources available for Social Work and Family Services department to best meet all family needsRespond to all family requests for support by using resources within the social work and family services departmentsMaintain a positive family focused attitude and lead by example the philosophy and work ethic of RMHC/PR MissionManagement of Daily Volunteers:Disseminate information and complete tasks through utilization of volunteers dailyEvaluate volunteers to ensure they maintain a positive family focused attitude, philosophy and work ethic of the PRMH missionConduct on-going auditing and training of assigned volunteersWork collaboratively with volunteers to establish an all hands on deck mentalityManage activities and volunteer groupsEngage, utilize and lead volunteers in a positive manner that makes them feel valued and respectedHouse Management:Directly participate in and oversee all functions and duties related to House OperationsRespond efficiently to all communications Perform all tasks as outlined by daily check list or as requested by supervisorsMaintain constant knowledge of current programs and eventsCommunicate closely with all departments utilizing established communication tools to ensure a seamless family experienceMonitor all guests, vendors and visitors, ensuring that everyone is screened appropriately and that overnight guests are recorded accuratelyAssist with inventory and storage of all suppliesMonitor and distribute all deliveries including mail in a timely mannerMonitor the cleanliness of the House to ensure RMHC/PR standards are met, including inspections of communal space and guest rooms as directedReport any concerns or violations of policies and procedures to their supervisor and the appropriate management teamMaintain the highest level of data integrity at all times Maintain a clean and orderly work areaQualifications:Two years of related experience in hospitality, non-profit, or human services/social work industry or equivalentTwo years of hospitality front desk, facility management or concierge service experience preferredBachelors degree Competencies:Proven ability to lead and motivate direct reportsProven ability to handle high stress situations while maintaining exceptional problem solving and decision making skills Excellent interpersonal and communication skillsAbility to effectively interact with a diverse group of people in a fair and consistent mannerMotivated, self-starter who is detail oriented and able to work independentlyAble to manage multiple tasks simultaneouslyAbility to understand and practice confidentialityPossesses patience, attentiveness and sensitivity to the needs of othersComputer proficiency in Outlook, Excel, Word