Front Desk Specialist (Part-Time)

Family House•Pittsburgh, PA

About The Position

The Front Desk Specialist upholds Family House standards for House Operations, Guest Services, and Office Operations, creating a welcoming and safe environment that supports a positive guest experience. The role handles day-to-day office and financial operations, provides guest service, responds to and reports maintenance needs, and communicates relevant information to the Front Office Supervisor. The position supports guest reservations, check-ins and check-outs, payments, guest concerns, and access to available support resources. It also helps maintain the smooth operation and safety of the house, documents shift activities and unusual occurrences, and performs financial recordkeeping using the organization’s systems. The specialist works with guests, volunteers, staff, housekeeping, maintenance, the Housing Office, and community partners, and may assist with training new hires or other assigned duties. Family House provides a home away from home for patients and families traveling to Pittsburgh for medical care, helping reduce the emotional and financial stress associated with medical crises.

Requirements

High school diploma or GED required.
Ability to relate openly and compassionately to people experiencing stress.
Ability to defuse situations and identify and solve problems before they become crises.
Interpersonal skills to communicate effectively with people from varying backgrounds, including coworkers and healthcare professionals.
Ability to enforce policies and procedures while recognizing when a compassionate and flexible response is appropriate.
Excellent organizational and time-management skills, including the ability to manage multiple tasks simultaneously and maintain detailed records.
Excellent communication skills for working effectively with staff, volunteers, housekeepers, and maintenance personnel.
Basic computer skills, including Microsoft Office Suite, Outlook, and browser navigation, and the ability to learn and efficiently use organization-specific software.
Ability to move swiftly through the house and property, complete house walk-throughs, and respond quickly to urgent or emergency situations.
Ability to bend, kneel, stoop, and reach to handle emergency operations or maintenance issues.
Ability to climb stairs when needed.
Ability to lift, carry, or transport up to 10 pounds and infrequently up to 25 pounds.
Provide Family House with personal information needed to access and support other computer software.

Nice To Haves

Bachelor’s degree preferred but not required.
At least six months of previous work experience in business, customer service, or hospitality service preferred but not required.

Responsibilities

Uphold Family House Guest Services Standards and greet guests in a warm, friendly, courteous, and service-oriented manner.
Listen to guest concerns and advise guests about available medical, emotional, social, or spiritual support resources.
Keep the check-in area clean and organized.
Extend and book reservations for current guests in collaboration with Housing.
Educate guests and assist volunteers in explaining policies and procedures; enforce policies consistently and professionally while responding compassionately when appropriate.
Attend the daily huddle when working the morning shift.
Assist guests with transportation and welcome volunteer groups to Family House.
Maintain business and guest confidentiality and ensure staff and volunteers adhere to confidentiality requirements.
Consult the Front Office Supervisor, Front Office Manager, or On-Call Manager when assistance is needed.
Support the seamless flow of house activities and consult with Housekeeping about issues that arise.
Notice and report safety concerns in the facility and surrounding property.
Evaluate maintenance issues and report them through the TELS system or directly to the Director of Maintenance, depending on severity.
Complete mandatory training, carry out emergency procedures, and help direct emergency responses to support guest and volunteer safety and well-being.
Use the Disaster Matrix to communicate with key staff as needed.
Prepare a brief report of shift activities and document unusual occurrences or guest behavior on an Incident Report after consulting with the appropriate supervisor or manager.
Demonstrate thorough knowledge of Family House operations.
Manage check-ins, check-outs, payments, and new requests using the room request system and WebRezPro in conjunction with the Housing Office.
Maintain accurate house financial records, including guest registrations, payments, third-party billing, and Family Assistance; approve shift Daily Cash Reports with incoming staff.
Accurately record Financial Assistance, third-party billing information, and other financial payments.
Carry out routine daily tasks and other assigned duties accurately.
Comply with Family House policies and complete cross-training in Housing.
Work evenings, weekends, and holidays as needed; substitute for other staff when required, including at least two holidays per year, and help ensure coverage during emergencies through reasonable accommodations.
Attend mandatory staff meetings or, when unable to attend, review minutes and seek out relevant details.
Interact with community partners and represent Family House informatively and appreciatively to donors and community groups; relay information about new community contacts.
Initiate other tasks when regular duties are complete and perform other related or assigned duties.
Assist in training new hires.
Attend mandatory maintenance and emergency training.
Move through the house and property to complete rounds, place signs, obtain supplies, support guest safety, assess or respond to maintenance issues, and respond quickly to urgent or emergency situations.
Complete house walk-throughs and position oneself to handle emergency operations or maintenance situations.
Climb stairs to access all areas during walk-throughs when the elevator is unavailable.
Lift, carry, or transport up to 10 pounds and infrequently up to 25 pounds.