Front Desk

Family House•Pittsburgh, PA

15h•Onsite

About The Position

The Front Office Specialist upholds standards of excellence in House Operations, Guest Services, and Office Operations, creating a welcoming and safe environment for a positive guest experience. The role includes daily office and financial operations, excellent guest service, responding to and reporting maintenance needs, and communicating relevant information to the Front Office Supervisor. The position is part-time and assigned to a weekend shift. The specialist may also need to work evenings, weekends, and holidays, substitute for other staff when needed (including at least two holidays per year), and help ensure coverage during emergencies. Cross-training in Housing is required.

Requirements

High school diploma or GED required.
Ability to relate to people experiencing stress in an open and compassionate manner.
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 responding compassionately and flexibly when appropriate.
Excellent organizational and time-management skills, ability to manage multiple tasks, and attention to detailed record keeping.
Excellent communication skills for working with staff, volunteers, housekeepers, and maintenance personnel.
Basic computer skills, including Microsoft Office Suite, Outlook, and browser navigation, and ability to learn and efficiently use organization-specific software.
Ability to provide personal information required to access and support other computer software.
Availability to work evenings, weekends, and holidays as needed, including at least two holidays per year; ability to substitute for other staff and help ensure emergency coverage.
Willingness to cross-train in Housing and attend mandatory maintenance and emergency training.

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

Welcome guests warmly, listen to their concerns, and advise them about available medical, emotional, social, and spiritual support resources.
Maintain a clean and organized check-in area; extend and book reservations for current guests in collaboration with Housing.
Provide courteous, attentive, service-oriented guest support, including transportation assistance.
Educate guests and volunteers about policies and procedures and enforce policies consistently and professionally.
Maintain guest and business confidentiality and ensure staff and volunteers do the same.
Welcome volunteer groups and consult with the Front Office Supervisor, Front Office Manager, or On-Call Manager when assistance is needed.
Help ensure House activities run smoothly and consult with Housekeeping about issues.
Identify and report safety concerns on the property 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; use the Disaster Matrix to communicate with key staff as needed.
Prepare brief shift-activity reports and document unusual occurrences or guest behavior on an Incident Report after consulting with the appropriate manager.
Manage check-ins, check-outs, payments, and 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 records.
Approve Daily Cash Reports from the shift with incoming staff and accurately record financial assistance, third-party billing, and other payments.
Complete routine daily tasks and other assigned duties accurately.
Comply with Family House policies, substitute for staff as needed, and make reasonable efforts to support emergency coverage.
Attend mandatory staff meetings or review minutes and seek out details when unable to attend.
Represent Family House informatively and appreciatively to community partners, donors, and community groups; relay information about new community contacts.
Initiate other tasks when regular duties are complete and assist in training new hires.
Move around the house and property to complete rounds, place signs, obtain supplies, support guest safety, assess maintenance issues, and respond to urgent or emergency situations.
Complete house walk-throughs; bend, kneel, stoop, or reach as needed for emergency or maintenance situations; climb stairs to access all areas when necessary; and lift, carry, or transport items up to 10 pounds regularly and up to 25 pounds infrequently.