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Reservations, Family Support Coordinator

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Published 9 days ago

Summary/Objective

The Reservations, Family Support Coordinator reports to the Medical and Community Engagement Manager in the Operations Department at Ronald McDonald House New York (RMH-NY). This position serves to maximize reservations and fulfill occupancy of the House by delivering an efficient reservations service. Our Reservations, Family Support Coordinator will be the direct contact with our hospital social workers to advise them of room availability and scheduling of reservations. The individual for this role should be meticulous at administration ensuring that every detail of a family’s reservation has been accurately recorded following established procedures. The ultimate goal is to deliver timely and excellent customer service.

 

Role/Responsibilities

Essential Functions:

  • Work with the Family Support team and social workers at RMH-NY partnering hospitals to intake and register families to reserve a room at “The House” (RMH-NY 95-room facility)
  • Provide data entry and content management of confidential information into The House PMS (property management system database) ensuring records are accurate and up-to-date 
  • Serve as a liaison between RMH-NY and social workers from partnering hospitals. Represent the company with integrity and dedication
  • Maintain strict confidentiality of guest information to ensure guest safety; maintain high ethical standards and professionalism
  • Support the Family Support Team with special projects, or research relevant to the Department

Responsibilities:

  • Complete and respond to incoming reservations for families to stay at The House; provide the Family Support Team and House Managers with incoming family information
  • Conduct check-ins, check-outs, new family orientations, and support overall logistics as needed
  • Review policies and procedures with social workers prior to family arrivals; ensure all required documentation is completed
  • Maintain an open line of communication with Family Support Team, House Managers, social workers and other patient service vendors/partners regarding guests’ related needs
  • Provide additional coverage or support to the Front Desk team 
  • Participate in family debriefs and long-term family chats: help troubleshoot family concerns and communication with hospital social workers to resolve issues as needed 
  • Proactively prepare for family arrivals; confirm prospective arrivals, confirm daily “due-outs” and extensions.
  • Provide administrative support to Family Support Team and Operations Department
  • Maintain daily status reports as well as monthly, quarterly and annual occupancy reports
  • Assist guests in a friendly, proactive and efficient manner with appropriate follow-ups
  • Strengthen hospital social work relationships: maintain social work newsletters, support social work virtual or in-person events, etc.
  • Build an extensive knowledge base of local area pharmacies, clinics, restaurants, shops, attractions, transportation options, and airport locations for guest referrals or assistance
  • Work collaboratively across the organization 
  • Be attentive and observant of all parts of the facility and operations to ensure a safe and secure environment for all staff and guests, report violations or concerns in a timely fashion
  • Serve as a resource for staff, families, guests, volunteers, donors and other community members

Qualifications & Competencies

  • High school diploma or equivalent accepted with at least 4 years of directly relevant work experience. Bachelor’s degree in social services or health-related field preferred 
  • At least 2 years’ experience working in reservations or a related capacity (medical records, doctors’ office, in-take specialist, hospitality reservations)
  • At least 2 years of data entry experience particularly with PMS, POS or CRM software
  • At least 1 year experience of customer/guest service experience; hospital or hospitality experience a plus
  • Meticulous attention to detail, well-organized, and ability to collect and manage qualitative and quantitative data 
  • Demonstrated ability to maintain confidentially and poised composure to work with families or guests in crisis or high-pressure circumstances 
  • Hospitable personality: welcoming, positive demeanor, resourceful, attentive, compassionate, observant, engaging, sensitive, team-oriented while also demonstrating independence and initiative
  • Flexible work-style with ability to adjust priorities, multi-task, and manage time appropriately and work in a dynamic environment
  • Proficient knowledge of Microsoft Office (Microsoft Word, Excel, etc.) and data-entry/data management software
  • Strong communication skills: written, verbal and interpersonal
  • Knowledge of additional language(s) a plus


Equal Employment Opportunity

Ronald McDonald House New York is a non-partisan and secular (non-religious) organization. Ronald McDonald House New York respects diversity and accordingly are an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service or veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. The management team is dedicated to ensuring the fulfillment of this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment, layoff and termination.

Summary/Objective

The Reservations, Family Support Coordinator reports to the Medical and Community Engagement Manager in the Operations Department at Ronald McDonald House New York (RMH-NY). This position serves to maximize…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Start Date
    July 19, 2021
  • Education
    High School Diploma Required
  • Professional Level
    Professional

Benefits

  • 401(k) Pension Plan
  • Paid Holidays, Vacation, Sick Days
  • Paid Bereavement Leave
  • Medical, Dental & Vision Plan
  • Flexible Spending Account
  • Health Savings Account
  • Short and Long-term Disability Plans
  • Life Insurance
  • Employee Morale, Awards & Recognition Programs
  • 401(k) Pension Plan
  • Paid Holidays, Vacation, Sick Days
  • Paid Bereavement Leave
  • Medical, Dental & Vision Plan
  • Flexible Spending Account
  • Health Savings Account
  • Short and…

Location

On-site
405 East 73rd Street, New York, NY 10021, United States

How to Apply

Kindly click on the recruitment link and fill out an application in order to be considered for this position. Thank you.

Kindly click on the recruitment link and fill out an application in order to be considered for this position. Thank you.

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