Desk Attendant Supervisor

Description

Job Overview:

The Desk Attendant Supervisor provides superior customer service to residents, guests, and vendors; responds promptly to resident inquiries and concerns and resolves issues in a timely efficient manner. The Desk Attendant Supervisor oversees Desk Attendant staff and communicates issues, concerns, and events with the Community Manager regarding daily activities of the property. The Desk Attendant Supervisor works with Community Manager to help with and take ownership of administrative duties as assigned. The Desk Attendant Supervisor’s schedule is Monday through Friday 4:00 p.m.-12:00 a.m. There may be occasional staff meetings, training or shift coverage requiring additional hours outside of the regular schedule.

Your Responsibilities:

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

• Accountability for servicing customers with a focus on the values of FirstService Residential: Do What’s Right, Own It, Improve It, Aim High, Build Great Relationships, and Be Genuinely Helpful
• Must maintain regular and punctual attendance to required shifts, meetings, trainings and related employment engagements to support position responsibilities and duties.  Any alterations to required schedule must be reviewed and approved, in advance by your supervisor.

Functions and Responsibilities of Building Attendant:

• Maintain a consistent and professional presence at the front desk, serving as the primary point of contact. Deliver exceptional customer service to residents, guests, vendors and contractors.
• Respond promptly to resident inquiries, concerns and handle/resolve any issues in a timely and efficient manner.
• Maintain a calm and pleasant personality in all types of situations and create great customer service outcomes. Interacts with residents, guests and fellow team members with tact and courtesy.
• Log all relevant information/events that happen during your shift
• Monitor security cameras, watch for any rule violations, and file appropriate reports.
• Assess all situations accordingly and contact after-hours on call when necessary.
• Be knowledgeable of all Rules and Regulations and take appropriate action if any deviations are observed.
• Read all previous logs and memos and stay informed of events happening at the property.
• Adheres to prescribed standard operation procedures covering all aspects of residential operations.
• Communicate any important issues to the Community Manager.
• Manage any special projects assigned to you by the Community Manager.
• Other duties may be assigned as necessary to provide seamless and excellent experience for our internal and external clients.
• Follow safety procedures and maintain a safe work environment.

Desk Attendant Supervisor:

• Collaborating with the Community Manager and assisting when needed with administrative tasks which may include help with memos, newsletter, Connect, community room reservations, the homeowner website etc.
• Communicating on a regular basis with the Community Manager and desk attendant staff.
• Creating weekly memos for desk staff and floats (cc’ing Community Manager and Senior Staff
  Manager) updating them on current activities, process reminders, and schedule.
  
• Updating and training current staff on any changes of procedure or policy.
• Maintaining the desk attendant manual and training information for the property.
• Maintaining the staff calendar for desk attendants. Sending shift reminder to floats prior to coverage.
• Send the staff payroll grid to the Senior Staff Manager and Community Manager at the end of each pay period.
• Assisting staff to find coverage for shifts when needed. The Desk Attendant Supervisor will be on a rotating schedule to assist the desk staff with finding coverage or covering an open shift if needed.
• Training all new regular and float staff.
• Holding yearly in person staff meeting.
• Communicating with the Community Manager and Senior Staff Manager in regard to the staff/staffing issues and any major procedural changes
• Partnering with Senior Onsite Staff Manager and Community Manager to conduct any coaching or disciplinary action that needs to be taken with staff, this includes documenting coaching, verbal and written warnings and improvement plans.
• Conducting yearly desk attendant performance reviews.
• Other duties may be assigned as necessary to provide a seamless and excellent experience for our internal and external clients.

Additional Duties & Responsibilities 

• Practice and adhere to FirstService Residential Global Service Standards.
• Conduct business at all times with the highest standards of personal, professional and ethical conduct.
• Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional material and supplies.
• May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
• Ensure all safety precautions are followed while performing the work.
• Follow all policies and Standard Operating Procedures as instructed by Management.
• Perform any range of special projects, tasks and other related duties as assigned

Skills & Qualifications:

Qualifications Required:

• High School diploma

• Background in service industry or customer service field
• Computer experience

Qualifications Preferred:

• Associate or bachelor’s degree
• Staff supervisory experience
• Background in service industry or customer service field
• Background in providing administrative services Knowledge of customer service principles and practices

Skills:

• Customer service focused and understands the value of a smile
• Outgoing and confident personality with consistent professional demeanor, able to manage varying personalities
• Collaborative attitude and team player but also must have the ability to work independently
• Exceptional interpersonal skills
• Computer literacy with knowledge of office software
• Exceptional phone etiquette
• Knowledge of basic administrative duties and organization skills
• Ability to multi-task and prioritize duties
• Exceptional communication skills – verbal and written
• Attention to detail and accuracy
• Highly organized and detailed-oriented
• Problem solving skills
• Able to take direction
• Reliable, punctual, and discreet

Physical Requirements:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

• Sitting at a desk for extended periods of time
• Working at a computer throughout the day (keyboard and mouse use)
• Walking around the property. Ability to navigate the property quickly and easily as required to meet the job functions.
• Ability to lift to 30 pounds
• Bending down

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours may occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.

What We Offer:

As a full-time non-exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision, EAP services, Life Insurance, and Long-Term Disability coverage. In addition, you will be eligible for vacation and sick time off benefits, 10 paid holidays, and a 401k with company match.

Compensation: $23-25 an hour 

Disclaimer:

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time.