Full job description

Role: Guest Services Assistant

Reports to: House Operations Supervisor

Job Status: Part-Time Occasional Support (18-30 hours per month); Friday 3pm-11pm, Saturday, and Sunday, 7am-3pm and 3pm-11pm. This position will join the on-call rotation after six-nine months with proper cross-training.

*Hours must be flexible to accommodate House coverage, staff meetings, and required trainings. This position is required to work holidays.

Position Summary: The Guest Services Assistant (GSA) supports daily House operations by providing compassionate, hands-on service to families, volunteers, and visitors. The position serves as a first point of contact during assigned shifts, addressing concerns, maintaining safety, and assisting guest needs. Additionally, the GSA supports volunteers and programs and upholds the mission and values of RMHC of ENC while contributing to a positive, supportive environment for all who enter the House.

Essential Functions:

Operations

• Welcome and support all guests, volunteers, vendors, and visitors in a compassionate, supportive, and timely manner.
• Manage front desk operations, including answering phones, greeting visitors at the door, check-ins/outs, tours, guest assistance, and adherence to House policies.
• Remain on-site during scheduled shifts and communicate policies and procedures clearly and compassionately.
• Serve as the first point of contact, resolving issues and communicating updates during shift changes or to supervisors.
• Support daily routines by maintaining cleanliness and order in shared spaces such as the kitchen, dining room, playroom, and other rest areas.
• Restock supplies to ensure the kitchen, laundry rooms, and other family supplies remains well-equipped and inviting.
• Conduct housekeeping duties (e.g., removing trash, sanitizing surfaces, room turnovers, laundering linens as needed).
• Serve as meal host during meal preparation, ensuring groups properly check-in, safe food handling, clean-up, etc.
• Maintain up-to-date knowledge of emergency procedures and security protocols.
• Report maintenance needs and address simple facility concerns (e.g., unclogging toilets, replacing bulbs, locating supplies).
• Record financial transactions, including deposits, room fees, donations and merchandise sales.

Family & Volunteer Support

• Provide a caring and empathetic presence for families.
• Help volunteers feel welcome and supported during their shifts, assisting with their assigned tasks when appropriate.
• Support volunteer-led or staff-led activities, meal groups, or baking projects.
• Step in to fulfill volunteer responsibilities when coverage is unavailable.
• Ensure families and volunteers are aware of and follow program guidelines, training as needed.

Administrative & Team Responsibilities

• Record guest communication, donations, and other shift-related information accurately in the Family Registry or designated logs.
• Document all incidents and conversations relevant for peers and/or supervisors to ensure subsequent shifts are well-informed, and important information is conveyed in a timely fashion.
• Attend quarterly team meetings or training sessions as requested by program leadership.
• Uphold the mission and values of RMHC of ENC in all interactions with families, volunteers, hospital partners, and fellow staff.
• Willingness to take on additional responsibilities as assigned.
• RMH is open 365 days a year, which includes rotating to cover shifts on holidays and during inclement weather.

Knowledge, Skills, and Ability:

• Excellent communication and organization skills with attention to detail.
• Strong computer skills. Database management, and ability to learn new programs.
• Ability to work independently without supervision.
• Ability to multitask, solve problems, and use sound judgement.
• Ability to adapt to changing situations calmly and effectively.
• Ability to work with a diverse population.
• Ability to move around a 25,000 square foot facility and move/lift up to 30 pounds.

Disclaimer: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the position. While this is intended to be an accurate reflection of the current position, management reserves the right to revise the position or to require that other or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, workload, rush jobs, or technological developments.)

Compensation:
Compensation is $12.00 - $14.00 per hour, based on experience

Job Type: Part-time

Pay: $12.00 - $14.00 per hour

Work Location: In person

Apply: Guest Services Assistant