SECU Family House provides a safe, nurturing, affordable home for patients and their loved ones who travel great distances to UNC Hospitals for life-saving procedures and serious illnesses. We provide guests lodging, meals, supportive programs, transportation, and a caring support network. We serve families from all 100 North Carolina counties and beyond, helping them rest, heal, and gather strength when they need it most. 

Position Summary 

Under the supervision of the Operations Manager, the Weekend House Manager is a member of a team of House Managers who collectively serve as the face of Family House for guests, volunteers, and visitors. The Weekend House Manager is responsible for all aspects of guest services during their shift, including hospitality, customer service, administration, and premises.  

The Weekend House Manager works from 9:00 AM – 9:00 PM on both Saturday and Sunday, on alternating weekends (one weekend on, one weekend off).  The ideal candidate will also be available to fill in occasionally on weekday evenings and opposite weekends.  

Essential Functions: 

Guest Services – 80%  

• Greet and assist guests and visitors to Family House, including in person, on the phone, and online. 
• Manage daily room assignments and hotel referrals according to established procedures. 
• Guide guests through established processes for check-in and check-out. 
• Engage in ongoing communication with the Housekeeping and Maintenance departments as needed to support guest needs. 
• Resolve guest complaints and concerns in an empathetic and professional manner; use discretion to escalate guest issues to the Lead House Manager or Operations Manager when appropriate. 
• Proactively maintain awareness of the state of the House throughout the shift, and specifically ensure that: 
• Coffee stations in both buildings are stocked and maintained, and 
• Kitchens and other common spaces are tidy. 
• Oversee front desk volunteers throughout the shift, including delegating duties as appropriate, providing feedback and training, and showing gratitude. 

Documentation & Administration – 15% 

• Follow established procedures to maintain accurate guest, financial, and other daily business records. 
• Ensure that patient referrals are processed throughout the shift, including delegating to volunteers. 
• Notify the Operations Manager in the event of an emergency or serious guest concern. 
• Document significant events and unresolved questions and issues at the end of each shift so that the next House Manager scheduled can follow up. 
• Assist with data collection as requested by the Operations Manager or Lead House Manager 

Additional Duties – 5% 

• Adhere to Family House’s code of confidentiality in all interactions with guests, volunteers, and staff as well as outside of Family House.  
• Manage emergencies, including fire alarms, power outages, or medical emergencies, and other urgent situations as they arise. Call 9-1-1 when warranted and serve as the primary point of contact with emergency responders.  
• Assist meal teams and other volunteers when needed. 
• Accept and distribute deliveries. 
• Perform light housekeeping and repairs, such as loading and unloading dishwashers, troubleshooting TV issues, and light cleaning when housekeeping staff are off duty. 
• Other related duties as assigned by the Lead House Manager, the Operations Manager, or the Executive Director.  

Physical, Mental, and Emotional Demands 

• Needs to move throughout the building to monitor common areas, access guest rooms, and assist guests and volunteers.  
• Must be able to communicate with guests and visitors in person, on the phone, and online.  
• Must be able to lift and move packages weighing up to 25 pounds.  
• This work requires the incumbent to operate a computer and other office productivity machinery for up to 75% of the workday to facilitate the guest referral, admissions, and check-out processes.  
• Must be able to remain in a stationary position to assist guests for up to two hours at a time.  
• Needs to respond calmly and with compassion to individuals in distress.  
• Must be able to understand direction and adhere to established procedures for handling common occurrences. 
• Needs to use logic and judgment to resolve novel guest issues.  

Work Conditions 

The House Manager works primarily in an air-conditioned office environment. More than 50% of the House Manager’s day is spent behind the front desk in a hotel lobby atmosphere with moderate noise levels. Approximately 40% of the day is spent in a private office with minimal noise.  

Qualifications and Experience  

Required 

• High school diploma or G.E.D. 
• At least one year of customer service experience 

Preferred 

• Bachelor’s degree  
• 5+ years of work experience