Staff Assistant Family Lodging

Schuylkill • Allentown, PA

5d • Onsite

About The Position

The Staff Assistant supports guests at the Hackerman-Patz House, a hospital-based family lodging facility. The role provides professional, friendly, and responsive service during guest arrivals and departures, verifies guest information using computer systems, handles a high volume of calls with proper phone etiquette, and confirms that guests are eligible to reserve based on their patient's status. The Staff Assistant also helps maintain a relaxing and inviting environment throughout the house.

The position supports guest reservations and daily facility operations, including check-ins and check-outs, creating and extending reservations, collecting payments, preparing room keys, balancing the cash journal, coordinating housekeeping, securing storage areas, tracking supplies, and reporting maintenance issues. It also provides customer service to guests, colleagues, and vendors; coordinates with hospital departments to support patients' outpatient needs; and collects and documents monetary and in-kind donations from guests and the community.

The work is onsite at the Hackerman-Patz House, with a day shift schedule of Sunday through Saturday, 8:00 a.m. to 4:30 p.m. Holiday and weekend rotation is required. Physical demands include lifting and carrying up to 25 pounds, frequent sitting and standing, and frequent keyboard use.

Requirements

• High school diploma or GED.
• At least 1 year of experience in customer service or the hospitality industry.
• Must be 18 years or older.
• Ability to learn and use multiple department software and software systems.
• Strong phone etiquette and computer skills.
• Ability to demonstrate compassion and empathy.
• Ability to exercise independent judgment in a variety of staff support situations.
• Comfort handling service recovery to address guest needs.
• Excellent organizational skills.
• Ability to communicate effectively with all department members in a busy environment.
• Compliance with HIPAA and ethical handling of confidential information.

Responsibilities

• Assist guests professionally and responsively when they arrive and depart from the Hackerman-Patz House.
• Handle guest reservations, including check-ins, check-outs, new reservations, stay extensions, and payment collection.
• Verify guest information and eligibility to reserve based on the patient's status.
• Handle a high volume of calls using proper phone etiquette.
• Coordinate daily operational tasks, including directing the housekeeper, making room keys, balancing the cash journal, and securing storage areas.
• Provide high-quality customer service to guests, colleagues, and vendors.
• Maintain relationships with hospital departments to accommodate patients and support outpatient needs.
• Collect and solicit monetary and in-kind donations from guests and the community, and document them.
• Track supplies and notify management when inventory is running low.
• Alert Engineering to maintenance issues and perform room checks.
• Help maintain the appearance of the house as a relaxing, inviting environment.

What This Job Offers

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