Front Desk Specialist (Weekend)

Family House • Pittsburgh, PA

23d • $19 - $20

About The Position

The Front Desk Specialist upholds Family House standards for House Operations, Guest Services, and Office Operations, helping create a welcoming and safe environment that supports a positive guest experience. The role includes day-to-day office and financial operations, providing excellent guest service, responding to and reporting maintenance needs, and communicating relevant information to the Front Office Supervisor.

The position supports guests and volunteers, manages reservations and guest transactions, helps maintain smooth House operations, and responds to safety, maintenance, and emergency situations. The specialist also maintains accurate records, assists with training new hires, and performs other duties as assigned. This is a part-time weekend-shift position, with availability for evenings, weekends, and holidays as needed.

Requirements

• High school diploma or GED required.
• Basic computer skills, including Microsoft Office Suite, Outlook, and browser navigation, and the ability to learn and use organization-specific software efficiently.
• Ability to relate compassionately to people experiencing stress.
• Ability to defuse situations and identify and solve problems before they become crises.
• Interpersonal and communication skills to work effectively with people from varying backgrounds, including coworkers and healthcare professionals.
• 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 communicate effectively with staff, volunteers, housekeepers, and maintenance personnel.
• Ability to complete mandatory maintenance and emergency training.
• Ability to provide personal information needed by Family House to access and support other computer software.
• Ability to move swiftly through the house and property, complete walk-throughs, climb stairs, and perform physical positioning such as bending, kneeling, stooping, and reaching.
• Ability to lift, carry, or transport up to 10 pounds and infrequently up to 25 pounds.
• Availability to work evenings, weekends, and holidays as needed, including at least two holidays per year.

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 warmly, listen to concerns, and direct guests to 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 ensure volunteer groups are welcomed at Family House.
• Maintain business and guest confidentiality and ensure staff and volunteers adhere to confidentiality requirements.
• Consult with the Front Office Supervisor, Front Office Manager, or On-Call Manager when assistance is needed.
• Help ensure a seamless flow of House activities and consult with Housekeeping about issues that arise.
• Identify and report safety concerns on the premises and evaluate and report maintenance issues through TELS or to the Director of Maintenance, depending on severity.
• Complete mandatory training and carry out emergency procedures effectively and compassionately; 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 a supervisor or manager.
• Manage guest 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 registration, payments, third-party billing, and Family Assistance; approve 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, and initiate additional tasks when regular duties are complete.
• 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.
• Cross-train in Housing and attend mandatory staff meetings or review minutes and seek details when unable to attend.
• Represent Family House informatively and appreciatively to community partners, donors, and community groups, and relay information about new community contacts.
• Assist in training new hires and perform other related duties as assigned.
• Move throughout the house and property to complete rounds, place signs, get supplies, support guest safety, evaluate or respond to maintenance issues, and respond to urgent or emergency situations.
• Complete house walk-throughs; bend, kneel, stoop, reach, and climb stairs as needed for walk-throughs or emergency and maintenance situations.
• Lift, carry, or transport up to 10 pounds and infrequently up to 25 pounds.

What This Job Offers

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