Front Desk Representative/ Guest Services Fellow

Job Description

Job Description

Who We Are:

Gift of Life Donor Program, the non-profit agency serving eastern Pennsylvania, southern New Jersey, and Delaware. We are responsible for recovering organs and tissues used in lifesaving and life-enhancing transplants. Gift of Life Howie’s House serves as a “home away from home” for transplant patients and their families by providing temporary, affordable lodging and supportive services to those who travel to Philadelphia, PA, for transplant-related care.

Job Summary

Under the direction of the Director of House Operations, the Front Desk Representative /Guest Services Fellow is responsible for ensuring the continuity of guest services provided by front desk staff (volunteers and interns). Oversee the daily front desk operations and ensure that the highest standard of service and the best possible guest experience is achieved and maintained within Gift of Life Howie’s House. The representative is responsible for establishing and maintaining professional relationships with house guests, visitors, and external customers, performing miscellaneous related duties, and other duties assigned, including performing and assigning work, providing oversight, supporting the guest service volunteers and interns, and is accountable for the check-ins and check-outs, guest services, and maintaining guest and volunteer satisfaction.

Essential Duties and Responsibilities

• Work with the Guest Services Coordinator and Guest Services Liaisons to schedule and supervise evening activity volunteer groups and, when needed, assist with gathering the necessary supplies for the activities.
• Assist the social work department in collecting room revenue.
• Track daily, weekly, and monthly occupancy statistics.
• Partner with the social work department to develop education and marketing ideas to ensure occupancy demands continue to increase.
• Collect and record guest feedback and statistics, including survey comments, occupancy statistics, HCH data input, and We Care Log issues.
• Assist in training and scheduling guest service volunteers and respond to all feedback and suggestions provided, as the Guest Service volunteers allow Howie’s House to operate in a manner that offers top-notch customer service.
• Oversee guest services intern staff to uphold the policies and expectations of Gift of Life Howie’s House when acting as the Manager on Duty.
• Work with Resident Manager and Guest Services Liaison to schedule and supervise Home Cook Hero volunteer baking, brunch, and dinner groups.
• Assist with group statistics and sharing program success with internal and external constituents.
• Participate in both internal and external Howie’s House initiatives throughout the year.
• Follow emergency protocols to secure the facility and safety of house guests during crises and ensure proper incident reports are produced.
• Handle guest complaints and check the guest suggestion box. Ensure all feedback is logged in the We Care log.
• Coordinates and oversees the work of housekeeping and security.
• Assists operations management with financial billing for third-party payees.
• Coordinate guest transportation and daily schedule.
• Assists with interior decor modifications; Maintains themed communication center/bulletin boards
• Performs the duties of Manager on Duty (MOD) during the absence of house management.
• Works weekend MOD shifts as needed.

Guest Relations

• Administer guest admissions based upon policy and guidelines; assist in assuring accuracy of registration procedure and gathering information for room statistics.
• Support room scheduling, guest requests, check-in and check-out, and work with Social Worker (when available) to prioritize families for eligibility to stay in Howie’s House.
• Address families’ needs that arise during shifts (i.e., arrange transportation, provide room rate reductions, etc.) and when the Social Worker is not present.
• Communicate pertinent information regarding families to and collaborate with Howie’s House, Gift of Life staff/volunteers.
• Support data collection initiatives as requested by the Director, including those relating to surveys and utilization.

House Volunteer Relations

• Oversee the Volunteers to ensure that in-house volunteers are effectively and
• Actively engaged in providing guest services and volunteers are provided with a positive and supportive environment in which to volunteer.
• Assign daily volunteer tasks related to Howie’s House operations and coordinate substitutions.

Property Management

• Perform on-site property inspections to ensure that Howie’s House is clean, neat and in good repair.
  • Includes monitoring and reporting on the physical condition of Howie’s House and grounds to Howie’s House Director and/or GLDP Building Manager.
• Responding to property problems, report items to GLDP House Manager- Evening, interact with appropriate GLDP staff and/or outside contractors (i.e., plumbers, electricians, etc.).
• Provide input/direction to contracted cleaning and maintenance service to ensure that designated cleaning responsibilities are met.
• Coordinate with vendor services for laundry, transportation/van service, etc.
• Monitor and report on the inventory of House supplies
• Provide training and appropriate education to staff, residents, and volunteers in the use of and response to Howie’s House safety systems and alarms.

Community Groups

• Support Home Cook Heroes Program, including occasional preparation and serving meals.

In-Kind Contributions

• Update Wish List as needed.
• Oversight of the receiving and tracking of In-kind contributions

Miscellaneous

• Coordinate with Gift of Life operations, as appropriate
• Demonstrate an empathetic attitude toward guests, donors, volunteers, and others who come in contact with the House.
• Maintain and respect confidential information related to families, volunteers, and House operations.
• Identify and support opportunities to advance the mission of Gift of Life Howie’s House (e.g., newsletter stories; media opportunities; speaking engagements; networking)
• Perform other duties as assigned by the Director.

Qualification Requirements/Preferences (Education, Experience, Skill, Knowledge, and Ability):

• A bachelor’s Degree and six months’ related work experience or an Associate degree and one year of experience in hotel, hospitality, customer relations, or service management related fields are required.
• Ability to effectively communicate and work with volunteers/contributors, establish priorities, and effectively multitask is required.
• Demonstrated proficiency in Microsoft Office required.
• Bilingual language skills are a plus.
• Successful candidates must be resourceful, take ownership of problems and issues that arise, and have excellent problem-solving skills.

Work Hours

• Work shifts include 7:00 am – 3:00 pm and 2:00 pm – 10:00 pm, seven days a week.
• Must be able to cover Relief Manager overnight shifts as needed between the hours of 10:00 pm through 7:00 a.m., and sleep on-site during overnight hours.
• Must be able to cover day, evening, and overnight shifts as needed, weekdays, weekends, and holidays.