Operations Associate

Key Responsibilities

• Maintain a supportive and caring environment at all times and protect the integrity of the organization and its Mission
• Work with House security and volunteer greeters to secure the entrance and monitor the coming & goings of all guests and greet all who enter the House
• Maintain office security by following safety procedures and controlling access via the reception desk (monitor logbook, issue visitor & families badges)
• Walk around the public areas to ensure all doors are closed and all spaces are empty and secure
• Respond to House emergencies as needed
• Maintains a pleasant demeanor at all times
• Ensure the reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms, and brochures)
• Perform receptionist duties: answer the phone, take messages and transfer calls, receive, document, and disperse all mail, packages, and donations (in-kind and cash) as directed
• Maintain all logs, sign-up sheets, and current information for families and staff
• Direct families to all logs, sign-up sheets, and current information about activities and programs
• Maintain professional relationships, and serve as a resource with House Guests, volunteers, vendors, donors, neighbors, and community groups
• Communicate all concerns to the Manager on duty
• Sign, code, and submit receipts for House purchases
• Ensure that all supplies needed to support the reception desk are in place daily
• Greet new and returning families, escort them to their rooms, and give comprehensive tours of the house while informing them on house activities, programs, and rules
• Complete the daily shift wrap-up report
• Log all sign-up sheets into digital formats (Cleaning sheets, Transportation Sheets, etc.)
• Cook up transportation requests
• Review reservations for the next day to confirm room types, and additional guest requests
• Update the Family Support Team regarding reservations, guest concerns, or issues
• Use all operation hospitality software for data input of guest information, facilities management, and all visitors identification programs
• Prepare Guest rooms for occupancy; stripping beds/removing, and stocking with clean linens, conducting room inspections
• First line of contact for needs of families in residence. Respond to requests in a timely and efficient manner
• Stock and store linens, towels, and other supplies; complete loads of laundry as needed
• Document all incidents and report any problems according to the policy and procedures manual
• Load and unload materials being delivered and transported throughout the House (may require heavy lifting). Ensure all items are promptly placed into proper storage areas, and notify appropriate staff
• Support other housekeeping and maintenance staff with various tasks when requested
• Escort guests to the medical waste area for proper disposal of soiled materials
• Performs other job-related duties as assigned
• Interdepartmental
• Support all other departments with various activities and events. Set up and breakdown equipment and material for in-house events and functions (tables, chairs, AV equipment, etc.) monitor the condition of the equipment
• Supervise volunteers as needed for various House operations projects and programs
• Perform minor errands or requests for families and management

Requirements

The pay for this role will be $20.66 an hour.

The schedule will be Tuesday through Saturday 3 PM to 11 PM.

Qualifications

YOU WILL THRIVE IF YOU ARE...

• You are energized by helping others and can provide a warm, welcoming presence for families during some of the most challenging moments of their lives.
• You balance compassion with professionalism, maintaining confidentiality, sound judgment, and composure in a fast-paced environment.
• You enjoy being a team player who readily jumps in where needed, whether supporting guest services, assisting with House operations, or collaborating across departments.
• You are organized, adaptable, and comfortable managing multiple priorities while ensuring every family receives exceptional service and support.

Skills

Success in the first year:

• Become fully proficient in all front desk, guest service, and operational responsibilities, serving as a dependable first point of contact for families and visitors.
• Earn a reputation for delivering exceptional hospitality and compassionate support to families facing pediatric medical crises.
• Identify opportunities to improve operational efficiency, communication, or the guest experience while maintaining high standards of accuracy and service.
• Contribute meaningfully to a seamless circle of support by effectively partnering with Family Support, Housekeeping, Maintenance, Transportation, volunteers, and other departments.

Benefits

N/A

Pay

$20.66 an hour

Schedule

Tuesday through Saturday 3 PM to 11 PM