Job Description

JOB DESCRIPTION

STATUS:	Part-Time
REPORTABILITY:	Front Office Supervisor

GENERAL SUMMARY: The Front Office Specialist is responsible for upholding the standard of excellence
for House Operations, Guest Services and Office Operations. The Guest Experience Specialist creates a welcoming and safe environment conducive to a positive guest experience. Responsibilities include day to-day office/financial operations, delivery of excellent guest service, responding to/reporting maintenance needs and communicating relevant information to the Front Office Supervisor..

RESPONSIBILITIES:

Guest Services

• Upholds Family House (FH) Guest Services Standards.
• Greets guests in warm, friendly demeanor at all times.
• Actively and supportively listens to guest concerns. Advises guests of available resources for
medical, emotional, social or spiritual support throughout their stay.
• Ensures check in area is clean, organized.
• Extends and books new reservations for current guests in collaboration with Housing
• Be attentive, courteous and service oriented.
• Educates guests and assists volunteers in educating guests about policies and procedures;
enforces policies in a consistent and professional manner.
• Attends daily huddle if on morning shift
• Assists guests with transportation.
• Maintains business and guest confidentiality and ensures adherence by staff and volunteers.
• Ensures volunteer groups are welcome at FH.
• Consults with Front Office Supervisor, Front Office Assistant Manager/Manager, or on Call
Manager when assistance is needed.

House Operations

• Assures seamless flow of House activities
• Consults with Housekeeping on any issues that arise.
• Gives attention to and reports any safety concerns in physical facility and surrounding property.
• Evaluates maintenance issues and reports them through the TELS systems or to the Director of
Maintenance immediately, depending on the severity of the situation.
• Completes mandatory training and shows proficiency to take care and direct during emergency
situations for guest/volunteer safety and well-being; executes emergency procedures effectively
and compassionately.
• Utilizes Disaster Matrix to communicate with key staff as needed.
• Prepares a brief report of shift activities
• Documents unusual occurrences or guest behavior on an Incident Report after consulting with
the Front Office Supervisor/Assistant Manager/Manager or On-Call Manager.

Office Operations

• Demonstrates thorough knowledge of FH operations.
• Proficiently manages check-ins, check-outs, payments, and new requests using the room
request system, using WebRezPro, and in conjunction with Housing Office.
• Maintains accurate financial records for House including but not limited to guest registration,
payment, third-party billing and Family Assistance. Approves Daily Cash Reports from shift with
incoming staff.
• Accurately records Financial Assistance, third-party billing information and other financial
payments.
• Accepts and carries out, with skill and accuracy, routine daily tasks and other assigned duties

Other Duties:

• Complies with all FH policies.
• Availability to work evenings, weekends and holidays as needed
• Substitutes for other staff when the situation requires, including at least two holidays per year.
Will make reasonable accommodations to ensure coverage during emergency situations.
• Must be cross trained in Housing.
• Attends mandatory staff meetings or reviews minutes/seeks out details, when unavailable for
meetings.
• Interacts well with community partners; represents Family House in an informative and
appreciative manner to donors and community groups; relays and forwards information about
new community contacts.
• Performs other related duties as may be assigned by authorized personnel or as may arise
unexpectedly.
• Initiates other tasks when regular duties are completed.
• Assist in training of new hires
• Other duties as assigned

SPECIAL SKILLS AND ABILITIES REQUIRED:

• Ability to relate to people in periods of stress in an open and compassionate manner.
• Capable of defusing situations and perceiving and solving problems before they become crises.
• Interpersonal skills to effectively communicate with people of varying backgrounds including
coworkers, and healthcare professionals.
• Ability to enforce policies and procedures while understanding some situations require a
compassionate and flexible response.
• Excellent organizational and time management skills with ability to manage multiple tasks
simultaneously; attention to detailed record keeping required.
• Excellent communication skills to effectively work with staff, volunteers, housekeepers, and
maintenance to ensure an outstanding guest experience.
• Attend mandatory maintenance and emergency training

KNOWLEDGE AND PRACTICAL EXPERIENCE REQUIRED:

• High School diploma or GED required. Bachelor's degree preferred but not required.
• Minimum of six months of previous work experience in Business, Customer service or Hospitality
Service preferred but not required.
• Basic computer skills including Microsoft Office Suite, Outlook, navigating browsers; ability to
learn and efficiently use organization-specific software.

PHYSICAL AND OTHER REQUIREMENTS:

• Move swiftly through the house and on the property in order to complete rounds, place signs,
get supplies, assure guest safety, evaluate/respond to maintenance issues, and to respond
quickly to urgent or emergency situations.
• Ability to complete a house walk-through.
• Provide Family House with necessary personal information needed in order to access and
support other computer software.
• Position one's self (for example bend, kneel, stoop, reach) in order to take care of emergency
operations or handle maintenance situations (e.g. flood, leaking toilet) which require an
immediate response
• Climb stairs in order to access all areas during walk-through and when elevator is not available
• Lift, carry and/or transport up to 10 pounds and up to 25 pounds infrequently.

About Family House

Family House reduces emotional and financial stress for people dealing with medical crises in a city where they are strangers. Located within close proximity to area hospitals, Family House offers the comforts of home and convenience to loved ones at affordable rates. Whether here for cancer treatments, trauma care, or transplants-our services give families the peace-of-mind to focus on the care of those closest to them.

Our Mission

Family House has been open for over 40 years and provides a "home away from home" for patients and their families who must travel to Pittsburgh for medical care.

BENEFITS FOR FULL-TIME EMPLOYEES

Family House offers competitive benefits to includes:

• Comprehensive medical (UPMC), dental, vision, life & disability benefits package
• Health Savings Account
• 403B with employer match up to 6%
• Vacation, Personal, and Sick days
• Wellness Programs

Job Tags

Holiday work, Full time, Part time, Work experience placement, Immediate start, Flexible hours, Shift work, Weekend work, Afternoon shift,

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