Highlands House Manager in Albuquerque, New Mexico at Ronald McDonald House New Mexico

The primary responsibility of a Ronald McDonald House New Mexico House Manager is to ensure the smooth and efficient operation of the Ronald McDonald House, creating a safe and comforting environment for families. This includes overseeing daily operations, managing family services, coordinating onsite volunteers, maintaining the facility, and handling any emergencies that arise. The House Manager ensures the program provides the highest level of service to guest families and creates a welcoming, home-like environment. That begins with pride in the space itself: the House Manager owns the cleanliness and condition of every room, sets the standard for how the House looks and feels, and holds staff, volunteers, and guests accountable to it.

This role oversees registrations/check outs, room assignments, and record keeping for guest stays, and ensures the Ronald McDonald House policies and procedures are appropriately implemented.

The House Manager directly supervises the Family Services Associates, who are responsible for delivering our mission, and housekeeping staff, who ensure the cleanliness of all guest spaces, for their respective House, and serves as the liaison for any contracted Family Services staff (security, housekeeping, etc.).

PRIMARY DUTIES & RESPONSIBILITIES

• Supervise daily guest activities to ensure services are carried out according to established policies.
• Keep informed about families and their medical situations; be sensitive to and supportive of their needs.
• Respond quickly and appropriately to all guest-related emergencies and document accordingly.
• Prioritize the referral list and determine each family’s eligibility under Ronald McDonald House admissions policies.
• Educate hospital personnel in procedure used to refer families.
• Answer incoming phone calls, take referrals, assign rooms, register guests, and collect room donations.
• Encourage families to share stories and photos, write thank you notes, and complete all surveys.
• Communicate House activities to guest families in a timely basis.
• Ensure effective communication of House guidelines and procedures to guests and volunteers.
• Regularly review data entry and work with Family Services Associates to clean up as necessary.
• Monitor need for supplies and maintain appropriate inventories.
• Conduct regular room inspections of their House jointly with the Facilities Manager, so two staff members are present whenever a guest room is entered in a family’s absence. The House Manager assesses cleanliness and guest-readiness while the Facilities Manager assesses maintenance and safety.
• Submit maintenance requests and track them to resolution in the computerized maintenance management system (CMMS) shared with the Facilities Manager.
• Own the cleanliness and upkeep of the House. Walk the common areas daily, address lapses on the spot, and hold housekeeping staff, Family Services Associates, volunteers, and guests to a consistent standard. Supervise housekeeping staff and assign tasks to housekeeping volunteers as needed.
• Supervise and evaluate Family Services Associates for their House.
• Secure appropriate staffing for all hours of operations. Cover as needed to fill gaps in scheduling.
• Serve in rotation of Resource Manager.
• Advise Chief Programs Officer/CEO of any issues with guests as necessary and document accordingly.
• Clean and set up guest rooms and trash removal when necessary.
• Accurately maintain room chart and computerized guest information.

ANCILLARY JOB FUNCTIONS

• Demonstrate respect for diverse cultures and ability to work and interact with all types of people.
• Operate with full knowledge of Ronald McDonald House’s emergency evacuation plan.
• Bring family feedback and observations to the Chief Programs Officer and Program Manager to inform new and improved services.
• Maintain positive and cooperative relationships with all staff, volunteers, donors and stakeholders.
• Respect the privacy and the confidentiality of all guests and agency information.
• In all instances, serves as an ambassador for the Ronald McDonald House, appropriately communicating the mission and purpose of the organization.

Knowledge, Skills & Abilities

• Confidence to control and enforce house policies.
• A high personal standard for cleanliness and order, and the resolve to hold others to it.
• Effective problem-solving skills and decision-making skills.
• Exhibit fairness and consistent application of and adherence to House rules.
• Staff supervision essential.
• Able to manage multiple tasks concurrently, and work with minimum supervision.
• Knowledge of general office procedures and capable of working office equipment.
• Familiar with database entry and maintenance.
• Strong communication skills, both written and verbal.
• Proficient in Microsoft Office computer programs including Word, Excel, and Outlook.
• Able to perform physical tasks usually associated with housekeeping/custodial, light maintenance, and managing inventories.
• Conversational Spanish a plus.
• Facility management experience preferred.
• Experience working for a social services agency and/or non-profit experience helpful.

Job Title: House Manager
Reports To: Chief Programs Officer
Position Type: Full-time, salaried, exempt
Schedule: M-F, 8:30-5, (nights & weekends as needed)
Salary Range: $41,600-52,000/year DOE