Front Desk

Family House; Pittsburgh (Allegheny County); On-site; USD 32,000 - 42,000; Full time

Job summary

Family House in Pittsburgh seeks a Front Office Specialist to deliver exceptional guest services and manage office operations. You will greet guests, handle reservations, monitor safety, and coordinate with staff to ensure confidential, accurate financial records and smooth housing processes.

Strong communication and organization are essential in a fast-paced, compassionate environment. Applicants should have a High School diploma or GED, prior customer service experience, and basic computer

Qualifications

• High School diploma or GED required; Bachelor’s degree preferred.
• Strong guest-service orientation and basic computer skills expected.
• Ability to manage confidential information and multi-task under pressure.

Responsibilities

• Upholds FH Guest Services Standards and greets guests warmly.
• Assist guests with check-ins/check-outs and reservations in collaboration with Housing.
• Manage office/financial records and daily cash reports.
• Respond to maintenance needs and report safety concerns via the appropriate channels.
• Coordinate with Front Office Supervisor/Manager on shift activities and incidents.
• Support volunteers and staff with policies and procedures and guest inquiries.

Skills

Empathy

Communication

Conflict resolution

Time management

Team player

Education

High School diploma or GED

Bachelor's degree preferred

Tools

WebRezPro

Microsoft Office

Outlook

Job description

JOB DESCRIPTION

Front Office Specialist is responsible for upholding the standard of excellence for House Operations, Guest Services and Office Operations. The Front Office 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.

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 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 Front Office Supervisor/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.