Guest Services Fellow

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 Guest Services Fellow is responsible for ensuring the continuity of guest services provided by front desk staff (volunteers and interns). The Fellow oversees the daily front desk operations and ensures that the highest standard of service and the best possible guest experience is achieved and maintained within Gift of Life Howie’s House. The Fellow is responsible for establishing and maintaining professional relationships with house guests, visitors, and external customers, performing miscellaneous related duties, and other duties as assigned. The Guest Services Fellow performs and assigns work, provides oversight, and supports 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 Guest Services Coordinator and Guest Services Liaisons to schedule and supervise evening activity volunteer groups. When the situation arises, assist with gathering supplies needed for the activities.
• Assist the social work department in collecting room revenue by complying with approved payment plans.
• Track daily, weekly, and monthly occupancy statistics.
• Partner with 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.
• Guest Service volunteers allow Howie’s House to operate in a manner that offers top notch customer service and stay within budgeting standards.
• The Guest Services Fellow position will assist in training and scheduling of guest service volunteers and respond to all feedback and suggestions provided.
• 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.
• Utilizing Gift of Life resources to ensure all rules and standards are administered during Manager on Duty shifts.
• Follow emergency protocols to secure the facility and safety of house guests during crisis situations and ensuring proper incidents reports are produced.
• Supervise and train all guest service intern staff to ensure quality guest service.
• Handle guest complaints and check guest suggestion box. Ensure all feedback is logged in the We Care log.
• Coordinates work of housekeeping and security assigned by House Manager by providing oversight to and assessing/reporting the outcomes of work performed by these individuals.
• 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

1. Administer guest admissions based upon policy and guidelines; assist in assuring accuracy of registration procedure and gathering information for room statistics.

2. 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.

3. Address families’ needs that arise during shift (i.e., arrange transportation, provide room rate

reductions, etc.) and when Social Worker is not present.

4. Communicate pertinent information regarding families to and collaborate with Howie’s House, Gift of Life staff/volunteers.

5. Support data collection initiatives as requested by Director, including those relating to surveys and utilization.

House Volunteer Relations

1. Oversee the Volunteers to assure that in-house volunteers are effectively and

2. actively engaged in providing guest services and that volunteers are provided with a positive and

supportive environment in which to volunteer.

3. Assign daily volunteer tasks related to Howie’s House operations and coordinate substitutions.

Property Management

1. Perform on-site property inspections to ensure that Howie’s House is clean, neat and in good repair.

Includes monitoring and reporting on physical condition of Howie’s House and grounds to Howie’s House Director and/or GLDP Building Manager.

2. Respond to property problems, report item to GLDP House Manager- Evening, interact with appropriate GLDP staff and/or outside contractors (i.e., plumbers, electricians, etc.).

3. Provide input/direction to contracted cleaning and maintenance service to ensure that designated cleaning responsibilities are met.

4. Coordinate with vendor services for laundry, transportation/van service, etc.

5. Monitor and report on inventory of House supplies

6. Provide training and appropriate education to staff, residents, and volunteers in use of and response to Howie’s House safety systems and alarm.

Community Groups

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

In-Kind Contributions

1. Update Wish List as needed.

2. Oversight of receiving and tracking of In-kind contributions

Miscellaneous

1. Coordinate with Gift of Life operations, as appropriate

2. Demonstrate empathetic attitude toward guests, donors, volunteers, and others who come in contact

with House.

3. Maintain and respect confidential information related to families, volunteers, and House operations.

4. Identify and support opportunities to advance the mission of Gift of Life Howie’s House (e.g. newsletter stories; media opportunities; speaking engagements; networking)

5. Perform other duties as assigned by Director.

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

Bachelor’s Degree and six months related work experience or Associate degree and one year experience in hotel, hospitality, customer relations or service management related fields is required. Ability to effectively communicate and work with volunteers/contributors, establish priorities and effectively multi task 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 7:00am – 3:00pm and 2:00pm – 10:00pm, 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.