Guest Services Coordinator

2 weeks ago

Philadelphia, Pennsylvania, United States Gift of Life Donor Program Full time
Job Overview

About Us:

The Gift of Life Donor Program is a non-profit organization dedicated to serving the regions of eastern Pennsylvania, southern New Jersey, and Delaware. Our mission revolves around the recovery of organs and tissues that are vital for lifesaving and life-enhancing transplants. Our facility, Gift of Life Howie's House, provides a supportive environment, offering temporary and affordable lodging along with essential services for transplant patients and their families who seek care in Philadelphia, PA.

Position Summary

Reporting to the Director of House Operations, the Front Desk Representative/Guest Services Fellow plays a crucial role in maintaining the quality of guest services delivered by our front desk team, which includes volunteers and interns. This position is responsible for overseeing daily operations at the front desk, ensuring that we uphold the highest standards of service and provide an exceptional experience for all guests at Gift of Life Howie's House. The representative will cultivate and sustain professional relationships with guests, visitors, and external stakeholders, while also performing various related tasks as assigned. Additionally, this role involves supervising and supporting guest service volunteers and interns, managing check-ins and check-outs, and ensuring overall guest and volunteer satisfaction.

Key Responsibilities

  • Collaborate with the Guest Services Coordinator and Liaisons to schedule and oversee evening volunteer activities, including gathering necessary supplies.
  • Assist the social work department in managing room revenue in accordance with established payment plans.
  • Monitor and report on daily, weekly, and monthly occupancy metrics.
  • Work alongside the social work department to generate educational and marketing strategies aimed at increasing occupancy rates.
  • Collect and analyze guest feedback, including survey responses and occupancy data.
  • Support the operation of guest service volunteers to ensure high-quality customer service while adhering to budgetary constraints.
  • Assist in the training and scheduling of guest service volunteers, addressing feedback and suggestions effectively.
  • Supervise guest services interns to ensure compliance with the policies and expectations of Gift of Life Howie's House while acting as the Manager on Duty.
  • Coordinate with the Resident Manager and Guest Services Liaison to manage volunteer cooking and dining events.
  • Contribute to the collection of group statistics and share program successes with relevant stakeholders.
  • Engage in both internal and external initiatives throughout the year to promote Howie's House.
  • Utilize organizational resources to ensure adherence to all rules and standards during Manager on Duty shifts.
  • Implement emergency protocols to safeguard the facility and the well-being of guests during crises, ensuring accurate incident reporting.
  • Oversee and mentor guest service interns to maintain exceptional guest service quality.
  • Address guest complaints and manage the suggestion box, ensuring all feedback is documented appropriately.
  • Coordinate housekeeping and security tasks assigned by the House Manager, providing oversight and reporting on their outcomes.
  • Assist operations management with financial billing for third-party payers.
  • Organize guest transportation and daily scheduling.
  • Support interior decor modifications and maintain communication centers and bulletin boards.
  • Act as Manager on Duty in the absence of house management.
  • Work weekend Manager on Duty shifts as required.

Guest Relations

1. Manage guest admissions in accordance with established policies, ensuring accuracy in registration and data collection for room statistics.

2. Facilitate room scheduling, guest requests, and check-in/check-out processes, collaborating with social workers to prioritize family eligibility for stays.

3. Address the needs of families during shifts, including arranging transportation and providing room rate adjustments as necessary.

4. Communicate essential information regarding families to Gift of Life staff and volunteers.

5. Support data collection initiatives as directed by the Director, including surveys and utilization metrics.

Volunteer Management

1. Supervise volunteers to ensure effective engagement in guest services and provide a positive volunteering environment.

2. Assign daily tasks to volunteers related to house operations and coordinate substitutions as needed.

Facility Management

1. Conduct property inspections to ensure cleanliness and good repair of Howie's House, reporting conditions to the House Director or Building Manager.

2. Address property issues by coordinating with appropriate staff and contractors.

3. Provide guidance to cleaning and maintenance services to meet designated responsibilities.

4. Manage vendor services for laundry and transportation.

5. Monitor inventory levels of house supplies.

6. Educate staff, residents, and volunteers on safety systems and alarm responses.

Community Engagement

1. Support the Home Cook Heroes Program, including meal preparation and service.

In-Kind Contributions

1. Update the Wish List as necessary.

2. Oversee the receipt and tracking of in-kind contributions.

Miscellaneous Duties

1. Coordinate with Gift of Life operations as appropriate.

2. Maintain an empathetic approach towards guests, donors, volunteers, and all visitors.

3. Uphold confidentiality regarding families, volunteers, and operational matters.

4. Identify opportunities to advance the mission of Gift of Life Howie's House through various initiatives.

5. Perform additional duties as assigned by the Director.

Qualifications:

A Bachelor's Degree with six months of relevant experience or an Associate Degree with one year of experience in hospitality, customer relations, or service management is required. Strong communication skills and the ability to multitask effectively are essential. Proficiency in Microsoft Office is required, and bilingual skills are a plus. Successful candidates will demonstrate resourcefulness, ownership of issues, and excellent problem-solving abilities.

Work Schedule:

Shifts will include 7:00 am – 3:00 pm and 2:00 pm – 10:00 pm, seven days a week. Flexibility to cover overnight relief manager shifts is necessary, including sleeping on-site during those hours. Availability for day, evening, and overnight shifts on weekdays, weekends, and holidays is also required.

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