Reservations/ Housing Coordinator - Family House

JOB DESCRIPTION

POSITION: Housing Coordinator

STATUS: Hourly

REPORTABILITY: Director of Housing

GENERAL SUMMARY:

The Housing Coordinator supports Family House mission and goals by upholding Family House Guest Services Standards during the room request/reservation process. The Housing Coordinator will be responsible for the operation of the guest request and registration system for all Family House facilities. This includes responding to and filling room requests from the Housing Hotline, email, website, and other referring sources.

RESPONSIBILITIES:

Housing/Reservations:

• Demonstrates thorough knowledge of Family House Operations.
• Answers and responds to all incoming Housing line phone calls and web requests.
• Exhibits the ability to use and maintain accurate records in the Housing request system (WRP); ensures accurate record-keeping of incoming room requests, filling in all data boxes.
• Allocates the available room requests each day and records confirmations for all Family House facilities.
• Processes Family Assistance requests.
• Accurately documents, follows-up, and/or refers third-party billing information appropriately.
• Provides follow-up communication to next-shift co-workers regarding issues raised or tasks unfinished upon the end of their shift.
• Brings to the attention of the Director of Housing, any housing issues, concerns, or suggestions and potential method of resolution.
• Performs a variety of duties in order to provide administrative support, as necessary.

Guest Service:

• Upholds Family House Guest Services Standards.
• Acts as a liaison to the Manager at each of the Family Houses to ensure appropriate planning and preparation for the guest's arrival.
• Educates guests about Family House policies, processes, and services.
• Answers questions about the Pittsburgh area/region, provides information, or directs to other resources, as needed.
• Maintains business and guest confidentiality.
• Brings to attention of Director of Housing (or in the Director's absence, to the Assistant Housing Services Manager) any unresolved guests issues.

SPECIAL SKILLS AND ABILITIES REQUIRED:

• Excellent organizational and time management skills, with attention to detail.
• A familiarity with the physical plant, regulations, required reports, admission policies and procedures.
• Excellent communication and customer service skills in order to effectively interface with personnel, hospital staff, guests and third parties.
• Resourcefulness and knowledge of the Pittsburgh area.
• A positive attitude and commitment to the job.
• Availability to work evenings, weekends and some holidays.

KNOWLEDGE AND PRACTICAL EXPERIENCE REQUIRED:

• Minimum of a High School diploma and a minimum of 5 years work force experience in the areas of health and human services and or business. Bachelor's degree preferred.
• Basic computer skills including Microsoft Office suite, Outlook, navigating browsers; ability to learn and efficiently use organization-specific software.

PHYSICAL REQUIREMENTS:

• Job is primarily sedentary, 85-90% sitting.
• Must be able to hear and understand callers and to speak in understandable and grammatically correct English in order to communicate professionally to guests over the phone and in person.
• Vision must be sufficient to accurately enter data into the computer.
• Must have motor coordination and manual dexterity to use standard office equipment.

• Lift, carry and/or transport up to 10 pounds and up to 25 pounds infrequently.

NOTE: The above statements are intended to describe the general nature and level of the work being performed by people assigned to this position. They are not exhaustive lists of all duties, responsibilities, and knowledge, skills, abilities and working conditions associated with this position.