Front Desk Specialist (Part-Time)

GENERAL SUMMARY: The 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.

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 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/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:

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.