Portland East House Director at Ronald McDonald House Oregon

Job DescriptionJob DescriptionDescription: The Portland East House Director ensures that our Legacy Campus Ronald McDonald House delivers compassionate hospitality and exceptional support for families travelling for the medical care of their child. In this leadership role, the East House Director works with staff and volunteers to facilitate and support all aspects of the guest family experience from accommodations and meals to programming, services, and support, and ensures that our 30-room Ronald McDonald House remains comfortable, clean, safe, and staffed 24/7, 365 days/year. The East House Director serves on the Ronald McDonald House Oregon House Leadership Team (along with the Directors of three other Oregon Ronald McDonald Houses) and serves as the primary liaison with the medical and social work team at Randall Children’s Hospital at Legacy Emanuel. The East House Director is a compassionate host – supporting and engaging with hundreds of families, volunteers, community supporters, hospital partners, vendors, and staff members – in an environment designed to provide comfort, support, and promote healing for seriously ill children and their families. Requirements:Demonstrate commitment to compassionate hospitality principles with each family interaction and create a comfortable environment that encourages family cooperation and a home-like environment. Build a warm and welcoming guest-facing environment at the front desk with a responsive team of staff and volunteers. Supervise Guest Services Coordinators, including performance reviews, time sheet approval, scheduling, and regular check-ins. Lead training for Guest Services staff to ensure high-quality, guest-centered experiences and compliance with policies and systems. Oversee daily operations including supply inventory, facility maintenance, IT support, and vendor management (janitorial, linen, security). Provide daily summary of activities to ensure consistent communication and follow up between shifts (i.e. daily communications log) Oversee in-house volunteer roles, training, and recognition in collaboration with the Volunteer Manager. Ensure consistent 24/7 staffing and respond to after-hours emergencies via cell phone. Make programmatic and staffing decisions in conjunction with Portland Executive Director in accordance with approved policies and the best interests of guests, staff and volunteers. Lead the Hospitality Cart program at Randall Children’s Hospital with support from staff and volunteers. Serve as a resource for families navigating transportation, neighborhood services, and family activities. Act as the main contact for hospital partners, social workers, and families regarding guest management and placement. Collaborate with the Family Placement Team to lead a seamless referral and placement process for East House Guests Manage the Portland East House budget in partnership with the Portland Executive Director, ensuring financial targets are met. Serve as the primary leader of Guest Services at the Portland East House, ensuring program alignment and coordination with the three other Oregon House Directors and the Executive Leadership Team Other Responsibilities:Collaborate with the Engagement Team to support fundraising, community engagement, and donor relations. Ensure cleanliness, security, and policy compliance throughout the House Support additional tasks as needed. Requirements:3-5 years of people management experience Friendly, enthusiastic, and people-oriented with strong customer service skills. Excellent communication, listening, and interpersonal abilities. Strong problem-solving, decision-making, and analytical skills Professional, diplomatic, and sensitive when working with diverse groups, including families, volunteers, staff, and partners. Adaptable and flexible in managing changing priorities and tasks. Comfortable with facilities and technology support; proficient in Microsoft Office (Word, Excel, Outlook) and database systems. Detail-oriented and able to work well under pressure while managing multiple priorities.