Rood Family Pavilion, Senior Director

The Rood Family Pavilion Senior Director works to ensure that every guest family, staff member, volunteer, and vendor have what they need to thrive, and that the policies, processes, and spaces provide a safe and supportive environment for everyone who enters the building. 

Key Duties and Responsibilities:

• Will act as primary leader of Guest Services at the Rood Family Pavilion, establishing a trauma-informed care-based culture of compassionate hospitality for as many as 76 patients and families daily. 
• Demonstrates commitment to compassionate hospitality principles with each family interaction and creates a comfortable environment that encourages family cooperation and a home-like environment. 
• Oversees a team of employees and volunteers who staff the front desks and guest-facing programs, 7 days/week, 365 days/year. 
• Lead the daily operations of the Security, Housekeeping, and Facility Services functions to ensure safe, clean, and fully functional property environments.

Job Description 

Job Title: Rood Family Pavilion, Senior Director

Reports To: Portland Executive Director

Classification: Regular, full-time, exempt

Salary:  $95,000 annually, with flexibility for exceptional experience  

Schedule: Monday - Friday, normal business hours

Benefits:  Ronald McDonald House Oregon pays for 100% of individual medical base plan, dental, STD, LTD, Life/AD&D benefits for full-time employees and dependents.  

You will receive over 25 days of paid time off annually. 

We offer ten annual holidays and 2 floating holidays. 

We offer 8 hours of paid volunteer time each year. 

We offer a sabbatical to all employees after 7 years of full-time employment (recurring every 7 years)  

An IRA plan where RMH Oregon matches 100%, up to 3% of annual salary. 

Our Organization

Ronald McDonald House Oregon is a non-profit organization, aligned with 260 other independent Ronald McDonald House chapters around the globe, by a common purpose – to care for families with children who are ill or injured and a shared vision – a world where every family has what they need to ensure the best health outcomes for their children. Locally, we operate four Ronald McDonald Houses and four Hospitality Cart programs at Doernbecher and Randall Children’s Hospitals in Portland, PeaceHealth Sacred Heart Medical Center in Springfield, and St Charles Medical Center in Bend to provide essential services that remove barriers, strengthen families, and promote healing when children need healthcare. Furthermore, in partnership with OHSU, PeaceHealth Sacred Heart Medical Center, and St Charles Medical Center, we also operate three adult patient housing programs to amplify the impact of our compassionate hospitality and fund our mission-driven programs and services. Our team of 55+ staff members are located in Bend, Springfield, and Portland and are supported by a $10 Million annual budget.

We lead with compassion. We are deeply respectful. We act with integrity. We are firmly committed. Join us.

The OHSU Rood Family Pavilion (RPV)

RPV is a hospital-owned facility on the South Waterfront Campus of OHSU that includes a parking garage, conference center, our 38-room Doernbecher Ronald McDonald House, and a 38-room Guest House for adult OHSU patients, operated by Ronald McDonald House. The Rood Family Pavilion Senior Director oversees every aspect of the in-House guest experience for both Housing programs – all 76 rooms – within the Rood Family Pavilion.

The Role 

The Rood Family Pavilion Senior Director works to ensure that every guest family, staff member, volunteer, and vendor have what they need to thrive, and that the policies, processes, and spaces provide a safe and supportive environment for everyone who enters the building. This highly collaborative role partners with multiple hospital departments and leaders, and Ronald McDonald House Oregon’s operations team, family placement team, guest services team, community engagement team, and Executive Leadership team. This role has no clinical care responsibilities and is not responsible for meeting revenue goals of any kind, however our Rood Family Pavilion Director is instrumental in our mission delivery – embodying compassionate hospitality, exemplifying trauma-informed care, providing a continuum of social supports above and beyond housing and food, and overall ensuring transformational support and care for every patient and family that makes the Rood Family Pavilion their home as they navigate their healthcare journey. 

Primary Duties and Responsibilities Include: 

• Will act as primary leader of Guest Services at the Rood Family Pavilion, establishing a trauma-informed care-based culture of compassionate hospitality for as many as 76 patients and families daily.
• Demonstrates commitment to compassionate hospitality principles with each family interaction and creates a comfortable environment that encourages family cooperation and a home-like environment. 
• Oversees a team of employees and volunteers who staff the front desks and guest-facing programs, 7 days/week, 365 days/year. 
• Responsible for direct supervision of team leaders and all associated employee support responsibilities including annual reviews, time sheet approval, one on one meetings, team meetings, and development goals. 
• Acts as the primary contact with referring social workers and guest families when dealing with problems and challenges during the stay. 
• Works as part of scheduling team to ensure coverage for all shifts, including holidays.
• Lead the daily operations of the Security, Housekeeping, and Facility Services functions to ensure safe, clean, and fully functional property environments.
• Oversee the guest arrival and departure experience, including registration, check-in/check-out, house tours, room access, and routine inspections of guest rooms and facilities to ensure a safe, welcoming environment and exceptional guest experience.
• Ensures that the team is fully trained on guest services values (including DEI and Trauma-Informed Care), policies (including HIPAA), processes, and tools (including guest registration software and other guest management and patient tracking systems)
• Oversees the Rood Family Pavilion Family Support programs and enrichment team including staff and volunteers who oversee the Hospitality Cart program, in-house enrichment, and meals for the Ronald McDonald House 
• Collaborates on the development of content for the volunteer orientation and oversees on-the-job training for all in-house volunteers.
• Provides oversight and supports guests using all common spaces (kitchen, teen room, family room and living room spaces as appropriate).
• Coordinates room assignments with the Family Placement team Serves as a HIPAA Steering Committee member and a Safety Committee member
• Collaborates on the development and implementation of Chapter-wide Guest Services policies and procedures to ensure alignment across all four Oregon Ronald McDonald Houses and across the Global system 

Other Responsibilities 

• Respond to emergencies if needed. 
• Participate in the development and implementation of policies and procedures. 
• Participate in rotating on-call duties. 
• Maintain the cleanliness and orderliness of guest spaces. 
• Maintain security protocols for staff/volunteers/guests. 
• Oversee Communication log, providing daily summary of activities as needed to ensure consistent communication and follow up between shifts. 
• Assist with other duties as assigned. 

Experience Required: 

Requires five+ years of work experience in a leadership role in social service, healthcare and/or hospitality. Customer service experience required. 

Skills Required: 

• Enthusiastic with excellent customer service skills 
• Excellent analytical, decision making, and problem-solving skills 
• Confidence, sensitivity and diplomacy to interact and collaborate with varied constituents, including guests, volunteers, hospital personnel, staff, donors 
• Enjoy working with people and possess a friendly and outgoing personality 
• Excellent listening skills 
• Exceptional verbal, written, and interpersonal communication skills 
• Basic computer proficiency, including email, Word and Excel, and database management 
• Strong attention to detail 
• Ability to work well under pressure, meeting multiple and sometimes conflicting priorities 
• Good analytical and problem-solving skills 
• Fluency in Spanish is strongly preferred 

Work Environment: 

Most work is conducted in an office environment.  Attendance at events may be indoors or outdoors, possibly in hot or wet weather. In conjunction with certain events, employee may be required to lift packages (up to approximately 30 pounds) and stand for long periods of time. Must have access to a vehicle and possess a valid driver’s license.