Front Desk

Family House•Pittsburgh, PA

21d

About The Position

The Front Office Specialist upholds Family House’s standards for House Operations, Guest Services, and Office Operations, creating 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 specialist supports guests and volunteers, helps manage reservations and transportation, explains and consistently enforces policies, and maintains confidentiality. The role also helps keep House activities running smoothly, identifies and reports safety and maintenance concerns, follows emergency procedures, and documents shift activities and unusual occurrences. Office responsibilities include managing check-ins, check-outs, payments, and requests through the organization’s room request system and WebRezPro; maintaining accurate guest and financial records; and coordinating with the Housing Office. The position is full-time at 40 hours per week. Evening, weekend, and holiday availability is required as needed, including coverage for at least two holidays per year. The specialist must be cross-trained in Housing, assist with training new hires, and perform other assigned duties. Family House provides lodging and support for patients and their families traveling to Pittsburgh for medical care.

Requirements

High school diploma or GED required.
Ability to relate compassionately and openly to people experiencing stress.
Ability to defuse situations, identify problems early, and help resolve them 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 organization 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.
Basic computer skills, including Microsoft Office Suite, Outlook, and browser navigation, and ability to learn and use organization-specific software efficiently.
Ability to move swiftly through the house and property, complete walk-throughs, and respond promptly to urgent or emergency situations.
Ability to bend, kneel, stoop, and reach to perform emergency or maintenance tasks.
Ability to climb stairs to access all areas during walk-throughs when an elevator is unavailable.
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.
Availability to work evenings, weekends, and holidays as needed, including at least two holidays per year.
Must be cross-trained 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

Uphold Family House Guest Services Standards and greet guests warmly and courteously.
Listen to guest concerns and inform guests about available medical, emotional, social, and 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.
Attend the daily huddle when working the morning shift and assist guests with transportation.
Maintain guest and business confidentiality and ensure staff and volunteers adhere to confidentiality expectations.
Welcome volunteer groups and consult with the Front Office Supervisor, Front Office Manager, or On-Call Manager when assistance is needed.
Coordinate House activities and consult with Housekeeping about issues that arise.
Identify and report safety concerns in the facility and surrounding property; evaluate and report maintenance issues through TELS or to the Director of Maintenance, depending on severity.
Complete mandatory training, follow emergency procedures, use the Disaster Matrix to communicate with key staff as needed, and support guest and volunteer safety during emergencies.
Prepare a brief report of shift activities and document unusual occurrences or guest behavior on an Incident Report after consulting with the appropriate 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; accurately record financial assistance and other payments.
Approve Daily Cash Reports from the shift with incoming staff and carry out routine daily tasks and other assigned duties accurately.
Comply with Family House policies and provide coverage for other staff when required, including at least two holidays per year and reasonable coverage during emergencies.
Cross-train in Housing and attend mandatory staff meetings or review minutes and seek out meeting details when unable to attend.
Represent Family House to community partners, donors, and community groups; relay information about new community contacts.
Assist in training new hires, initiate other tasks when regular duties are complete, and perform other duties as assigned.
Complete house walk-throughs and move around the house and property to place signs, obtain supplies, assess safety, and respond to maintenance or emergency needs.