Overnight Front Desk Manager

3 weeks ago

Austin, United States Foundation Communities Full time

**Position Description**:The Front Desk Manager is directly responsible for supervising a team of Front Desk Clerks and administrative tasks to support the entire Front Desk Clerk Team throughout all Single Resident Occupancy (SRO) properties. Duties include all aspects of direct management of staff, creating schedule adjustments, payroll duties, and administrative duties. This position will also fulfill all duties of a Front Desk Clerk and is a part of the Resident Services team. The Front Desk Manager will help to ensure that Front Desk Clerks provide a safe and welcoming environment for all residents, visitors, and staff while providing excellent customer service and upholding the utmost standards of professionalism.

**Primary Duties/ Responsibilities**
- All functions of Front Desk Clerk to include: familiarity with the identity of all residents, responding to resident problems and emergencies as appropriate, fulfilling office functions, interacting with residents to communicate rules as outlined in the lease and community policies, preparing documentation such as incident reports and shift reports, monitoring video surveillance and guest sign-in/sign-outs. Required to work front desk shifts as needed at SRO properties of Foundation Communities.
- Supervise upwards of 25 Front Desk Clerks for the 9 SRO properties which includes monthly one-on-one meetings, training staff, monitoring shift reports and incident reports, giving constant critical feedback on job performance, and performing disciplinary action as needed. Must maintain a Performance Log for every direct report and keep excellent records of any and all significant staff interactions.
- Work side-by-side with the Schedule Coordinator by ensuring that all direct reports are completing training assignments on time.
- Assist Operations Manager with administrative duties, distributing uniforms, and supplies and other duties as assigned.
- Preserve the team’s schedule by filling in and working shifts where necessary and making emergency shift changes while adhering to the Front Desk Clerk Scheduling and Attendance Policy.
- Work side-by-side with the Schedule Coordinator and fellow Front Desk Manager on approving or denying employee time off requests. Track employee attendance and personal leave requests while also tracking and approving employee time punches and submitting time sheets to Payroll in a timely manner. Respond to emergencies as required and provide direct support and instructions to Front Desk Clerks to effectively assess and diffuse crisis situations, help contact proper authorities, and thoroughly document incidents.

**Minimum Requirements**
- 2+ years of experience directly managing employees in a customer service-based environment
- Must have an understanding of and experience working individuals with low-incomes, or issues of homelessness, mental health, and recovery
- Must have exceptional interpersonal skills, human relation skills, and the ability to exercise good judgment and self-control
- Excellent organizational skills, with strong attention to detail, and the ability to manage complex schedules at multiple work sites
- Must possess a valid driver’s license with at least 3 years of driving experience and a clean driving record. Must maintain these in good standing throughout the course of employment.
- Must have reliable transportation to travel between multiple properties during the course of a shift
- Ability to work with diverse types of people, be courteous and professional at all times, and be able to handle confidential information appropriately

**Preferred Requirements**
- Proven experience in a leadership role
- Strong written and oral communication skills, problem solving, and the ability to successfully resolve conflicts
- Ability to work independently and follow instructions with mínimal direct supervision Proficient with Microsoft Office, smart phones, and basic office equipment

**Working Conditions**:
The work conditions usually take place in a clean, pleasant, and comfortable office setting. The noise level in the work environment is usually moderate. An occupational exposure to blood, or other potentially infectious materials can be expected. May be asked to clean up bodily fluids or spills with appropriate training and personal protective equipment provided. Must be able to use computer, cell phone, and security monitoring systems extensively.
Travel: This position requires daily travel between locations, and will require use of personal vehicle. Typical workdays will start at one of the SRO properties, with anticipated travel to additional properties throughout the shift. Travel is reimbursed at the approved IRS mileage rate
Physical Requirements: While performing the duties of this job, the employee is seated in an office setting and is regularly required to see, talk and hear. The employee frequently is required to stand, walk, and sit. The employee is frequently required to use hands. The employ

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