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 Operations Supervisor regarding daily activities of the property. The Desk Attendant Supervisor works with Operations Supervisor to help with and take ownership of administrative duties as assigned. The Desk Attendant Supervisor’s schedule is Monday through Friday 3:00 p.m.-11:00 p.m. The Desk Attendant Supervisor and Operations Supervisor will be on a rotating schedule to assist the desk staff with finding coverage or covering an open shift if needed. 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:

• While on duty must be in Company approved attire, follow the Company dress code policy, and identification badges and name plate must always be displayed.
• Maintain an active presence at the front desk. Provide superior customer service to residents, guests, vendors, 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.
• Input parcels and deliveries into the Connect package tracking program. Monitor package room.
• 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:

• Communicating on a regular basis with the Operations Supervisor and desk attendant staff.
• Updating and training current staff on any changes of procedure or policy.
• Maintaining the desk attendant manual and training information for the property.
• Working with the Operations Manager and assisting when needed for administrative tasks which may include help with memos, newsletter, Connect, community room reservations, the homeowner website etc.
• Maintaining the staff calendar for desk attendants.
• Communicating with regular and scheduled fill-in staff via weekly memo, copying the Operations Supervisor and Senior Staff Manager on correspondence.
• Send shift reminders to any float staff or regular staff working an additional shift.
• 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 staff meetings 1-2 times a year.
• Communicating with the Operations Supervisor and Community Manager in regard to the staff/staffing issues and any major procedural changes
• Communicating any staff issues and working with the Operations Supervisor, Community Manager and HR to carry out any coaching or disciplinary action that needs to be taken with staff, this includes verbal and written warnings.
• Conducting yearly desk attendant performance reviews.
• Carrying out occasional spot checks and visiting staff on your off shifts when needed

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
• Excel, Outlook, and Word experience

Qualifications Preferred:

• Associate or bachelor’s degree
• Staff supervisory experience
• Background in service industry or customer service field
• Background in providing administrative services
• Excel, Outlook, and Word experience

Skills:

• Knowledge of customer service principles and practices
• 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 directions
• 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: $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.

Automated Employment Decision Tool (AEDT) Usage: We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.

Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.

Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel View email address on click.appcast.io.

Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at View email address on click.appcast.io; we will respond in accordance with Local Law 144, within 30 days.