Front Desk Representative/ Guest Services Fellow

About the role

The Front Desk Representative/Guest Services Fellow at Gift of Life Howie’s House is responsible for overseeing front desk operations, ensuring high standards of service, and managing guest services.

Responsibilities

• Work with Guest Services Coordinator and Guest Services Liaisons to schedule and supervise evening activity volunteer groups.
• Aid 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.
• Collect and record guest feedback and statistics.
• Assist in training and scheduling guest service volunteers.
• Oversee guest services intern staff.
• Schedule and supervise Home Cook Hero volunteer baking, brunch, and dinner groups.
• Support data collection initiatives.
• Handle guest complaints and check the guest suggestion box.
• Coordinate guest transportation and daily schedule.
• Perform the duties of Manager on Duty (MOD) during the absence of house management.
• Communicate pertinent information regarding families to and collaborate with Howie’s House, Gift of Life staff/volunteers.
• Support room scheduling, guest requests, check-in and check-out.
• Update Wish List as needed.
• Coordinate with Gift of Life operations.
• Perform other duties as assigned by the Director.

Qualifications

• 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 is required.
• Bilingual language skills are a plus.
• 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.