Front Desk Specialist (Full-Time)

Family House•Pittsburgh, PA

9d•$18 - $19

About The Position

The Front Desk Specialist upholds Family House standards for House Operations, Guest Services, and Office Operations. The role creates a welcoming and safe environment for guests and supports a positive guest experience through daily office and financial operations, guest service, reporting maintenance needs, and communicating relevant information to the Front Office Supervisor. The position handles guest interactions and reservations, supports House activities and emergency procedures, and manages check-ins, check-outs, payments, and financial records. The specialist also works with Housing, Housekeeping, volunteers, maintenance staff, community partners, and other Family House personnel. The role requires evening, weekend, and holiday availability as needed, including working at least two holidays per year, and cross-training in Housing.

Requirements

High school diploma or GED required.
Basic computer skills, including Microsoft Office Suite, Outlook, and browser navigation, with the ability to learn and efficiently use organization-specific software.
Ability to relate to people under stress in an open and compassionate manner, defuse situations, and identify and solve problems before they become crises.
Interpersonal and communication skills to work effectively with people of varying backgrounds, including coworkers and healthcare professionals, as well as staff, volunteers, housekeepers, and maintenance personnel.
Ability to enforce policies and procedures while responding compassionately and flexibly when appropriate.
Strong organizational and time-management skills, ability to manage multiple tasks, and attention to detailed record keeping.
Ability to move swiftly through the house and property, complete walk-throughs, place signs, get supplies, assess maintenance issues, and respond to urgent or emergency situations.
Ability to bend, kneel, stoop, and reach to handle emergency or maintenance situations; climb stairs to access all areas when needed.
Ability to lift, carry, or transport up to 10 pounds regularly and up to 25 pounds infrequently.
Provide Family House with necessary personal information to access and support other computer software.

Nice To Haves

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

Responsibilities

Uphold Family House Guest Services Standards and greet guests warmly, listen to concerns, and inform them of 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 volunteers about policies and procedures and enforce policies consistently and professionally.
Assist guests with transportation and maintain confidentiality of guest and business information.
Welcome volunteer groups and consult with the Front Office Supervisor, Front Office Manager, or On-Call Manager when assistance is needed.
Help ensure the seamless flow of House activities and consult with Housekeeping about issues.
Monitor and report safety concerns at the facility and surrounding property; evaluate and report maintenance issues through TELS or to the Director of Maintenance, depending on severity.
Complete mandatory training, carry out emergency procedures, use the Disaster Matrix to communicate with key staff, and support guest and volunteer safety during emergencies.
Prepare brief shift reports and document unusual occurrences or guest behavior on Incident Reports after consulting with a supervisor or manager.
Manage check-ins, check-outs, payments, and new requests using the room request system and WebRezPro in coordination with the Housing Office.
Maintain accurate House financial records, including guest registration, payments, third-party billing, and Family Assistance; approve Daily Cash Reports with incoming shift staff.
Carry out routine daily tasks and other assigned duties accurately.
Comply with Family House policies; work evenings, weekends, and holidays as needed, including at least two holidays per year, and help ensure coverage during emergencies.
Cross-train in Housing and attend mandatory staff meetings or review minutes and seek out details when unable to attend.
Interact with community partners and represent Family House to donors and community groups; relay information about new community contacts.
Initiate additional tasks when regular duties are complete, assist in training new hires, and perform other assigned duties.
Attend mandatory maintenance and emergency training.