Role: Guest Experience Associate
Location: Prince Albert, SK
Employment: Full-Time, Monday to Friday, 11:00am-7:00pm
Reporting to: Director of Operations
Ronald McDonald House Saskatchewan is a place that offers comfort, support and community to families with sick children, creating a nurturing place where families can heal together through compassion and communal support. They offer essential resources and a supportive home environment with a range of services including meals, health and wellness programs and sibling support, seeking to help alleviate the financial burden with accessing medical care but also enrich the healing process. Beyond just a place to stay, they have created a home filled with healing and hope, ensuring families can focus on what matters most, the well-being of their children.
With compassion and community support, Ronald McDonald House Saskatchewan thrives on the generosity of its volunteers, donors and community partners. As they continue to grow and expand their impact with the support of Saskatchewan's caring community, they are building brand new locations in Prince Albert and Regina. Connect with an organization that is passionate about contributing directly to the recovery and emotional support of children and families.
The Opportunity
As Ronald McDonald House Saskatchewan prepares to open its new Houses in Prince Albert and Regina, they are seeking Guest Experience Associates to welcome the families, volunteers, donors and community members who come through their doors each day.
You may greet a family arriving for the first time, welcome and support volunteers coming in for their shift, show a donor around the House, answer an incoming call, or receive a donation from someone in the community. Alongside these interactions, you will manage the administrative responsibilities that keep reception organized and support volunteers throughout the House.
You are naturally warm, confident and comfortable connecting with people. You remember the people who return, make those arriving for the first time feel comfortable, and understand how the way someone is welcomed can influence their experience with RMHC Saskatchewan.
Key Responsibilities
As the Guest Experience Associate, you will work collaboratively and are responsible for:
1. Guest Experience & Reception
- Welcome and direct families, volunteers, donors, vendors, community members and other visitors, providing a warm and professional experience from the moment they enter the House.
- Manage incoming calls and inquiries, connecting people with the appropriate team member while protecting family and organizational confidentiality.
- Provide House tours and receive in-kind donations, supporting donor and community relationships through thoughtful acknowledgement and follow-up.
- Coordinate guest-related needs including Boardroom bookings, visitor parking, special occasion correspondence and Quilt Room inventory.
- Provide reception coverage during Family Service meal breaks and support the Family Service team as needed, excluding regular shift coverage.
2. Volunteer Support
- Oversees the local Volunteer Program in alignment with our Philosophy of Volunteer Involvement.
- Manages the local volunteer database.
- Welcome and support volunteers working throughout the House, ensuring they understand their responsibilities and have the information, resources and direction needed for their shift.
- Provide onsite training and guidance for Guest Experience volunteers and support role-specific training for House Service and shuttle volunteers.
- Maintain a strong understanding of volunteer roles throughout the House to answer questions, provide guidance and identify where volunteer support is needed.
- Support volunteer communication, learning and appreciation initiatives including training opportunities, recognition activities and the Volunteer Newsletter.
- Respond to volunteer questions or concerns and provide respectful feedback or redirection, involving the Volunteer Manager or Director of Operations when additional support is needed.
3. Administrative & House Support
- Maintain accurate volunteer information and other required records within RMHC Saskatchewan's database systems while protecting confidentiality.
- Coordinate day-to-day administrative needs including office supplies, correspondence, mail, name tags and organization of reception and workroom areas.
- Support incoming website inquiries, staff meetings, events, fundraisers, community initiatives and special projects as required.
- Stay informed of family, volunteer and House needs throughout the day and contribute across the team as priorities arise.
Qualifications
As the Guest Experience Associate, you will possess the following qualities:
The Essentials (Hard Skills):
- Post-secondary education or training is preferred; equivalent experience in reception, hospitality, guest services, customer service, administration or another people-focused environment will also be considered.
- 1-3 years of experience in hospitality, customer service, reception or another front-facing service environment, with a demonstrated ability to provide an exceptional level of service.
- Experience coordinating, training or providing day-to-day direction to volunteers, with the confidence to support people across a variety of volunteer roles.
- Strong administrative and office management skills, including experience with correspondence, record keeping, filing, office supplies and general day-to-day office procedures.
- Strong communication and interpersonal skills, with the ability to confidently engage with families, volunteers, donors, vendors, community members and colleagues.
- Highly organized with the ability to prioritize, solve problems, take initiative and manage competing guest, volunteer and administrative needs throughout the day.
- Proficient in Microsoft Office and Excel, with experience maintaining information in database systems and a high level of accuracy and discretion when handling confidential information.
- Flexibility to work occasional evening, weekend and statutory holiday shifts as operational needs require, with some travel required.
The Intangibles (Soft Skills):
- Warm and naturally engaging, with an ability to make people feel comfortable and welcomed from the moment they arrive.
- Confident and personable, comfortable approaching new people and connecting easily with families, volunteers, donors, community members and colleagues.
- Emotionally perceptive, with an awareness of how to respond appropriately to different personalities, circumstances and conversations.
- Comfortable providing volunteers with direction, feedback and support while maintaining positive relationships.
- Adaptable and organized, able to shift between people, priorities and administrative responsibilities throughout the day.
- Collaborative and dependable, willing to contribute wherever support is needed across the House.
What We Offer
- Competitive Compensation Package - Competitive pay with annual compensation reviews and paid time off based on employment status.
- Health & Wellness Support - Access to health and wellness benefits and an Employee Assistance Program, with coverage based on eligibility.
- Retirement Savings - RRSP matching opportunities for eligible employees.
- Training & Development - Comprehensive onboarding and training, with opportunities to continue learning and developing within RMHC Saskatchewan.
- Meaningful Work - Spend each day contributing to an environment that helps families stay close to their children while receiving medical care.
