Front Desk Specialist (Part-Time)

Family House • Pittsburgh, PA

8d • Onsite

About The Position

The Front Office Specialist is responsible for upholding the standard of excellence for House Operations, Guest Services and Office Operations. The Front Office Specialist creates a welcoming and safe environment conducive to a positive guest experience. Responsibilities include day-to-day office/financial operations, delivery of excellent guest service, responding to/reporting maintenance needs and communicating relevant information to the Front Office Supervisor.

Requirements

• Ability to relate to people in periods of stress in an open and compassionate manner.
• Capable of defusing situations and perceiving and solving problems before they become crises.
• Interpersonal skills to effectively communicate with people of varying backgrounds including coworkers, and healthcare professionals.
• Ability to enforce policies and procedures while understanding some situations require a compassionate and flexible response.
• Excellent organizational and time management skills with ability to manage multiple tasks simultaneously; attention to detailed record keeping required.
• Excellent communication skills to effectively work with staff, volunteers, housekeepers, and maintenance to ensure an outstanding guest experience.
• Attend mandatory maintenance and emergency training.
• High School diploma or GED required.
• Minimum of six months of previous work experience in Business, Customer service or Hospitality Service preferred but not required.
• Basic computer skills including Microsoft Office Suite, Outlook, navigating browsers; ability to learn and efficiently use organization-specific software.
• Move swiftly through the house and on the property in order to complete rounds, place signs, get supplies, assure guest safety, evaluate/respond to maintenance issues, and to respond quickly to urgent or emergency situations.
• Ability to complete a house walk-through.
• Provide Family House with necessary personal information needed in order to access and support other computer software.
• Position one's self (for example bend, kneel, stoop, reach) in order to take care of emergency operations or handle maintenance situations (e.g. flood, leaking toilet) which require an immediate response.
• Climb stairs in order to access all areas during walk-through and when elevator is not available.
• Lift, carry and/or transport up to 10 pounds and up to 25 pounds infrequently.

Nice To Haves

• Bachelor's degree preferred but not required.
• Minimum of six months of previous work experience in Business, Customer service or Hospitality Service preferred but not required.

Responsibilities

• Upholds Family House (FH) Guest Services Standards.
• Greets guests in warm, friendly demeanor at all times.
• Actively and supportively listens to guest concerns.
• Advises guests of available resources for medical, emotional, social or spiritual support throughout their stay.
• Ensures check in area is clean, organized.
• Extends and books new reservations for current guests in collaboration with Housing.
• Be attentive, courteous and service oriented.
• Educates guests and assists volunteers in educating guests about policies and procedures; enforces policies in a consistent and professional manner.
• Attends daily huddle if on morning shift.
• Assists guests with transportation.
• Maintains business and guest confidentiality and ensures adherence by staff and volunteers.
• Ensures volunteer groups are welcome at FH.
• Consults with Front Office Supervisor, Front Office Manager, or on Call Manager when assistance is needed.
• Assures seamless flow of House activities.
• Consults with Housekeeping on any issues that arise.
• Gives attention to and reports any safety concerns in physical facility and surrounding property.
• Evaluates maintenance issues and reports them through the TELS systems or to the Director of Maintenance immediately, depending on the severity of the situation.
• Completes mandatory training and shows proficiency to take care and direct during emergency situations for guest/volunteer safety and well-being; executes emergency procedures effectively and compassionately.
• Utilizes Disaster Matrix to communicate with key staff as needed.
• Prepares a brief report of shift activities.
• Documents unusual occurrences or guest behavior on an Incident Report after consulting with the Front Office Supervisor/Manager or On-Call Manager.
• Demonstrates thorough knowledge of FH operations.
• Proficiently manages check-ins, check-outs, payments, and new requests using the room request system, using WebRezPro, and in conjunction with Housing Office.
• Maintains accurate financial records for House including but not limited to guest registration, payment, third-party billing and Family Assistance.
• Approves Daily Cash Reports from shift with incoming staff.
• Accurately records Financial Assistance, third-party billing information and other financial payments.
• Accepts and carries out, with skill and accuracy, routine daily tasks and other assigned duties.
• Complies with all FH policies.
• Availability to work evenings, weekends and holidays as needed.
• Substitutes for other staff when the situation requires, including at least two holidays per year.
• Will make reasonable accommodations to ensure coverage during emergency situations.
• Must be cross trained in Housing.
• Attends mandatory staff meetings or reviews minutes/seeks out details, when unavailable for meetings.
• Interacts well with community partners; represents Family House in an informative and appreciative manner to donors and community groups; relays and forwards information about new community contacts.
• Performs other related duties as may be assigned by authorized personnel or as may arise unexpectedly.
• Initiates other tasks when regular duties are completed.
• Assist in training of new hires.
• Other duties as assigned.

Benefits

• Comprehensive medical (UPMC), dental, vision, life & disability benefits package
• Health Savings Account
• 403B with employer match up to 6%
• Vacation, Personal, and Sick days
• Wellness Programs

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED