Lead House Manager

Department:      Operations
Reports to:         Director of Operations
Status:                 Full-Time, Exempt

Job Summary:   The Lead House Manager oversees the daily operation of the Ronald McDonald House Charities of the Philadelphia Region (RMHC/PR) at Chestnut Street. While ensuring the well-being of our families, this position is expected to maintain the highest level of hospitality and customer service in a manner consistent with the policies, guidelines and mission of RMHC/Philadelphia Region. The Lead House Manager enjoys a hands-on role as a working House Manager while also providing supervision to House Managers, Housekeeping and scheduled volunteers.

Essential Duties:

  • Provide supervision to all RMHC/PR House Managers:
    • Be an expert in all employee duties to ensure that you are leading by example in all that you do.
    • Counsel and coach employees when necessary, using accurate documentation and techniques
    • Ensure that direct reports are trained in and adhere to a high quality of service in the following processes: hospitality services, managing daily volunteers, emergency and security procedures, and  overall house management
    • Holds oneself to a high level of service by ensuring that all designated tasks are completed by shift and is proficient in maintaining, training and auditing staff on House policy and emergency procedures
    • Maintaining and updating House Manager and Housekeeping work schedules guaranteeing coverage for all work shifts, covering as necessary
    • Ability to work days, nights, weekends and holidays
  • Maintain the safety and security of the entire premises (building and grounds) by:
    • Maintaining a safe community living setting by ensuring that House rules and policies are inforce and fully utilizing House security system and completing walk-throughs
  • Oversee the entire family experience from arrival to departure and utilize House resources appropriately
  • Manage and operationalize Policies and Procedures to ensure the well-being of the families, the volunteers and the House
  • Communicate all relevant information clearly and effectively in person and by using shifts notes to be shared with outgoing and incoming Managers
  • Respond to emergency situations including all alarms, family crisis and other emergencies calmly and professionally –  notifying guests if warranted, providing necessary assistance or contacting the appropriate community or House personnel to resolve the issue
  • Lead and assist in family check-in and check-out processes
  • Troubleshoot facility issues and resolve and/or document appropriately
  • Perform all House Manager duties including Hospitality Services, Management of Volunteers and House Management

Hospitality Services:

  • Maintain the highest level of Hospitality and understanding of all pertinent aspects of customer service
  • Resolve family, volunteer, visitor and donor issues with efficiency and diplomacy
  • Respond to all requests and take ownership of all issues ensuring positive outcomes
  • Responsible for clear and timely communication between all House departments, families and volunteers
  • Ensure that all volunteer and family areas are properly supplied
  • Maintain a high level of morale and cooperation.
  • Use good judgement and fairness in decision making with families, volunteers and all team members
  • Work with Family services to ensure the timeliness of room requests, check-ins, check outs as needed
  • Utilize all resources available for Social Work and Family Services department to best meet all family needs
  • Respond to all family requests for support by using resources within the social work and family services departments
  • Maintain a positive family focused attitude and lead by example the philosophy and work ethic of RMHC/PR Mission

Management of Daily Volunteers:

  • Disseminate information and complete tasks through utilization of volunteers daily
  • Evaluate volunteers to ensure they maintain a positive family focused attitude, philosophy and work ethic of the PRMH mission
  • Conduct on-going auditing and training of assigned volunteers
  • Work collaboratively with volunteers to establish an all hands on deck mentality
  • Manage activities and volunteer groups
  • Engage, utilize and lead volunteers in a positive manner that makes them feel valued and respected

House Management:

  • Directly participate in and oversee all functions and duties related to House Operations
  • Respond efficiently to all communications
  • Perform all tasks as outlined by daily check list or as requested by supervisors
  • Maintain constant knowledge of current programs and events
  • Communicate closely with all departments utilizing established communication tools to ensure a seamless family experience.
  • Monitor all guests, vendors and visitors, ensuring that everyone is screened appropriately and that overnight guests are recorded accurately
  • Assist with inventory and storage of all supplies
  • Monitor and distribute all deliveries including mail in a timely manner
  • Monitor the cleanliness of the House to ensure RMHC/PR standards are met, including inspections of communal space and guest rooms as directed
  • Report any concerns or violations of policies and procedures to their supervisor and the appropriate management team
  • Maintain the highest level of data integrity at all times
  • Maintain a clean and orderly work area


  • Two years of related experience in hospitality, non-profit, or human services/social work industry or equivalent
  • Two years of hospitality front desk, facility management or concierge service experience preferred
  • Bachelor’s degree


  • Proven ability to lead and motivate direct reports
  • Proven ability to handle high stress situations while maintaining exceptional problem solving and decision making skills
  • Excellent interpersonal and communication skills
  • Ability to effectively interact with a diverse group of people in a fair and consistent manner
  • Motivated, self-starter who is detail oriented and able to work independently
  • Able to manage multiple tasks simultaneously
  • Ability to understand and practice confidentiality
  • Possesses patience, attentiveness and sensitivity to the needs of others
  • Computer proficiency in Outlook, Excel, Word