Summary

The primary responsibility of the Resident Manager is to help oversee the general operation, family services, and programs of the Ronald McDonald House in the evening and overnight.  The Resident Manager is directly involved in delivering our mission and program goal of offering comfort and care to every person who walks through the doors of our Houses, including guest families, volunteers, and donors. The Resident House Manager supports the mission, goals, and objectives of Ronald McDonald House Charities of Central Florida, Inc., as set forth by the Board of Directors.  

Essential Job Functions

Operations

Provide exceptional customer service and hospitality to all guest families, volunteers, donors and visitors

Live on-site at the Ronald McDonald House from Sunday thru Thursday to be on call for emergencies and help with after hour check-ins and lockouts

Provide detailed record keeping and regular reporting to supervisor of all communication with guest families, volunteers and groups, facility maintenance, policies, and safety/emergency incidents

Help manage vendor relationships upon arrival to the House

Maintain daily operations and assigned projects in the absence of Assistant and House Manager

Family Services

Serve as a primary contact in the morning and evening for guest families from time of application to completion of stay

Ensure every family is treated with kindness, compassion, and equality

Respond attentively to any overnight emergencies, lockouts, or arranged check-ins

Provide a comfortable, stable, and clean environment in the House

Share responsibility with the Operations Team to ensure facility is fully staffed 24/7/365

Volunteer and Program Management

Support organization’s Share-A-Meal opportunity through collaboration with the Volunteer Engagement Manager to lead communication, calendar management, tracking, scheduling, and hosting of meal groups

Assist with conducting the Meet and Greet general orientation for volunteers

Assist with the Keeping Families Close Tour experience through House preparation and hosting tour guests

Establish a rapport with volunteers including but not limited to In-House, Pet Therapy, Share-A-Meal, and group volunteers

Ancillary Job Functions

Attend and engage monthly with quarterly Roundtable, House Team, Operations, and All-Teams Meetings

Support organization’s Development Team by cultivating relationships and sharing partnership opportunities with families, volunteers, donors and visitors

Education and Experience – An equivalent combination of education, training, and experience will be considered.

• Bachelor’s degree is preferred, but not required
• At least one year of non-profit management, hospitality management, or other customer service related experience
• Experience with database programs ex. VolunteerHub, Family Registry; Proficient in Microsoft 365 products, virtual technology, file storage and management
• Experience with creating a world-class hospitality based atmosphere for families, volunteers, and the community

Knowledge, Skills, and Abilities may be representative, but not all-inclusive of those commonly associated with this position.

• Exemplary professionalism and diplomacy
• A flexible, adaptable leader with a proven track record in managing staff and volunteer teams
• Ability to work independently and also serve as a team player who can engage with others of varying backgrounds, ages, and experiences within and outside RMHCCF
• Maintains a professional manner and good judgment when interacting with the Board of Directors, volunteers, staff, and the community
• Possesses strong organizational skills, attention to detail, time-management, and excellent verbal and written communication skills
• Ability to thrive in a creative, inventive, fast-paced environment, with people who are passionate about their work and mission

Represent the Charity in a professional and authentic manner

Flexibility to work evenings and weekends as needed

Valid Florida driver’s license and operable vehicle

Work Environment – Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.

Exposed to moderate to loud noise levels

Frequent interruptions, ability to multitask key

Regular and predictable attendance is required

Regular on-site presence is expected, with consideration for remote work made upon request, and granted only after discussion and assessment of organizational impact

While performing the duties of this job, must be available to work irregular hours, shifts, weekends, holidays

Ability to travel throughout Florida is required