GUEST SERVICES ASSITANT

Based at Ronald McDonald House Greater Western Sydney, Westmead

The role

This is a casual position, with varied days and hours, as rostered. Ronald McDonald House is operational seven days a week, including all public holidays, and rostered 24 hours a day.

Reporting to the Guest Services Coordinator, this is a diverse role which will be cross trained across all areas of operations, including Front Desk Services, Housekeeping and Kitchen. The role will require, manual handling, physical activity, cleaning, direct customer service, switchboard, and data entry/bookings, requiring computer literacy at an Intermediate Level. Your shift hours could range from a starting time of 6:45am, and some shifts conclude at 11pm. This position requires availability throughout these hours, seven days a week.

On a daily basis (shift dependant)

• Receive and process accommodation requests.

• Build strong relationships with hospital partners and drive continuous service improvement.

• Ensure all guest paperwork and compliance records are accurate and up to date.

• Provide new families with incoming inductions of the spaces.

• Provide compassionate, family‑centred support and respond professionally to escalated family requests.

• Complete room turnovers and prepare for check‑ins/outs in a timely manner.

• Maintain cleanliness of shared spaces as required.

• Maintain high standards of cleanliness, food safety, and hygiene.

• Restocking perishable and non-perishable supplies.

• Ensuring volunteers are appropriately supported.

• Promoting a safe, compliant work environment by ensuring WHS procedures are followed, and incidents are effectively managed.

• Upholding Ronald McDonald House’s commitment to child safety by maintaining compliance with safeguarding policies, creating a supportive environment, and ensuring all required checks and clearances are current.

What we're looking for:

• Strong interpersonal and stakeholder engagement skills, with the ability to build collaborative relationships.

• Intermediate computer skills including Microsoft Office and database experience.

• Knowledge of Workplace Health & Safety and safeguarding practices, with a strong sense of accountability

• Ability to manage feedback and complaints professionally

• High level of integrity, confidentiality, and alignment with Ronald McDonald House’s values and mission

• Proficiency in maintaining documentation and using relevant systems or tools

• Current Working with Children Check and Police Clearance, or willingness to obtain

• Current Driver’s Licence

Please provide a cover letter addressing the following questions and attach your resume for consideration.

Role Requirements

This position involves a combination of cleaning duties, physical tasks, and front-line administrative guest services.

1. Are you compliant with Category A vaccination requirements? Yes / No

2. Please confirm your willingness to undertake all aspects of this role.

3. Provide examples from your previous experience that demonstrate your ability and willingness to perform cleaning, handle physical duties, and perform customer-facing administrative tasks.

Computer Literacy

Please indicate your level of computer proficiency using the following scale:

• Beginner – Not confident and will require training

• Competent – Comfortable using multiple applications; some application-specific training may be required

• Advanced – Highly experienced; minimal training required and able to adapt quickly

Please rate your proficiency in:

1. Microsoft Outlook, Excel, and Teams

2. Customer Relationship Management (CRM) systems (please specify system used)

3. Electronic Filing Systems (please specify system used)

 Working with Vulnerable People

This role involves working with individuals and families facing life challenges; they may be in a vulnerable state.

1. Please describe the skills, experience, and personal strengths you have, that will assist you in supporting our families.

Who are we?

Ronald McDonald House is one of the leading Global and Australian children’s charities supporting the ever-changing needs of seriously ill children and their families. In line with our mission, Ronald McDonald House Greater Western Sydney (GWS) has dedicated more than 44 years to keeping families closer to their child with a serious illness who require treatment and support by providing a 'home away from home’.

What are our values?

Cultural fit is just as important as candidate aptitude, and we are proud of our workplace culture at GWS. We are looking for someone who aligns with our core values:

Integrity | Resilient | Positive | Unified | Forward Thinking

Who are you?

We are looking for someone who is inspired by our mission and actively wants to contribute to the values held by our team.

Why work for us?

• Excellent salary packaging benefits

• Employee perks such as a meals & entertainment card and retail discounts through RMHC Benefits

• Access to discounted gym membership through Fitness Passport

• Access to world class EAP - Sonder including nurses on call 

• Access to career growth opportunities and national conferences 

• Access to professional development and training

• The chance to work with passionate, like-minded people

• The chance to make a difference in the lives of families with seriously ill children

If you have any questions or would like a copy of the Success Profile please contact Maree Burke, via ***********@ronaldmcdonaldhouse.org.au or (02) 9806 7***.

We keep children and young people safe in our spaces and do not tolerate any kind of abuse. Our team, including employees and volunteers, must meet high standards to ensure they prevent and report abuse. We ensure all children and young people have a safe space where we listen to them and empower them. Every day, we aim to make children and young people feel valued, protected, and heard.

The safety of the children and families we help is paramount. Our recruitment and selection process includes police and working with children checks to assess applicant’s suitability to work with children and families. In addition, all staff working at The CHW must be compliant with the Category A vaccination requirements.

Reasonable Adjustments 

We recognise that everyone is unique, and you might require some adjustments to ensure you have the best opportunity to apply and put your skills forward for consideration. If we can make some adjustments to the recruitment process to better enable you to shine, then please contact ***********@ronaldmcdonaldhouse.org.au and let us know.

Our Recruitment Commitment

We are deeply committed to fostering an inclusive culture that values, promotes, and benefits from diversity. We believe that embracing and celebrating our differences enhances our workplace. Our unwavering dedication to workplace equality drives us forward. We welcome applications from individuals of diverse backgrounds, including Aboriginal and Torres Strait Islander communities. Our recruitment process prioritises essential job requirements, knowledge, skills and experience. 

To Apply

Apply now to be part of a team that brings comfort, connection, and care to families when they need it most.  We are shortlisting applications as they come in, so don’t delay APPLY NOW!