Desk Clerk - Hotel Berry

Job Description

Job Description

ABOUT QUALITY MANAGEMENT GROUP: 

We manage communities and living spaces that residents are proud to call home. We serve and respect all while preserving and enhancing the homes and communities we are entrusted to care for with an eye to the future. 

Our mission is to empower our employees to serve, to build a place that people love to work, to leverage technology, to grow responsibly, and to maximize owner return and satisfaction. Our values have proven that this is only possible through Trust, Respect, Development, Adaptability, and Sustainability.

POSITION SUMMARY

Monitors traffic in and out of the building, communicates with tenants, visitors, staff, and vendors. Answers the phone and takes written messages, handles building and resident situations and emergencies, writes end of shift reports and incident reports, puts mail in resident mail slots and gives mail to residents, writes work orders, adheres to policies in a manner consistent with fair housing regulations, and keeps the reception area neat.

The Desk Clerk reports to the Community Manager and takes an active role in working with the Community Manager to provide superior customer service to both existing and prospective residents through their daily interactions with both internal and external customers.

RESPONSIBILITIES

• Answer telephones, direct calls, and take messages.
• Log communications, building activity including violations of the House Rules & Visitor Policy or any other pertinent building/policy requirements.
• Complete incident reports to record unusual building activity, such as when emergency services are involved, violation of policies, complaints, among other types of incidents. Contact Property Manager as needed.
• Respond to emergencies by calling the appropriate emergency service, (i.e., police, ambulance, fire department) and act as a resource in emergency situations. Report emergencies immediately to Property Manager.
• Inform visitors of the visitor policy, accept appropriate ID and sign visitors in and out.
• Promote compliance of building policies including communicating denial of entry to visitors who are determined by management to have violated the rules.
• Request assistance in difficult situations by calling the appropriate on-call staff person.
• Be courteous and professional with residents and their guests while maintaining appropriate (professional) boundaries.
• Maintain a neat, clean and organized work environment.
• Assist in office responsibilities such as completing work orders, comment cards, visitor violation forms and other duties that may be assigned by management.
• Perform all other related duties such as attending staff and training meetings.
• Fill in as requested when other desk clerks are absent.

Other duties

• Must attend Company sponsored events that relate to the development of the team, which, from time to time, may include travel and overnight stays at locations away from the employee’s home.
• This position may require the availability to work nights, weekends, and occasional holidays based upon the needs of the community
• Comply with all aspects of Fair Housing and Harassment Awareness training and protocols in performance of all tasks and assignments
• Other duties as requested

ESSENTIAL SKILLS:

• Problem Sensitivity/ Deductive Reasoning — Ability to tell when something is wrong or is likely to go wrong and then apply general rules to specific problems to produce answers that make sense. Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• De-escalation - Ability to remain calm and reduce the severity of situations so that they are handled in a diplomatic and professional manner.
• Written Comprehension and Expression — Ability to read, understand and communicate information and ideas in writing so others will understand.
• Oral Comprehension and Expression — Ability to listen to, understand and speak so others can understand ideas and information presented verbally.
• Policies and Regulations — Knowledge of company policies, federal, state and local laws, and Fair Housing guidelines that pertain to the project.
• Experience working with people of various cultural backgrounds, especially those with mental health issues or special needs is a plus.
• Must have a strong work ethic and positive attitude.
• Organized and proficient at time management.
• Perform complex or varied tasks
• Handle high stress situations effectively
• Thrives in a fast-paced, team-oriented, collaborative, deadline-driven work environment and ability to manage a high level of detail
• Authorized to work in the United States for any employer

MINIMUM EXPERIENCE:

• Minimum one year in a customer service in a related field
• Minimum one year in property management
• Affordable housing experience (HUD/LIHTC) required
• Must have basic math skills.
• High School education or equivalent is needed with proficiency in both verbal and written communication skills.
• Yardi software experience preferred
• Proficient in English language in verbal and written communications
• Working knowledge of Microsoft Office; Word, Outlook and Excel
• Working knowledge of general office equipment.
• Proficient in speaking Spanish is preferred when applicable based on need of the property

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job.  Reasonable accommodations may be made to enable individuals to perform the essential functions.  

• 5-7 hours of sitting, reading and typing daily
• 1-3 hours of walking daily
• Operates computer requiring the use of hands/fingers
• Occasional bending, reaching, kneeling and/or crouching
• Regular lifting of up to 30 pounds
• Occasional climbing of stairs
• While performing the duties of this job, the employee is occasionally required to handle or feel objects, touch and use tools, stoop, twist, push, pull, grasp, balance, crawl, talk, and hear.
• Specific vision requirements include close vision, distance vision and color vision and peripheral vision, depth perception and an ability to adjust focus
• Specific audio/verbal abilities include communication with residents, employees, vendors and owners both in person and via telephone

WORK ENVIRONMENT

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential function of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing this job, the employee is exposed to weather conditions prevalent at the time. This may include warm, hot or cold temperatures. The noise level in the work environment is moderate.

The required schedule for this role is currently: TH/F 12am-9am, SAT 8am-5pm, SUN/MON 4pm-1am.

Schedules are subject to change based on business needs. The office is operational 24 hours per day, 7 days per week. 

We participate in E-Verify to confirm the identity and employment eligibility of all new hires.

At Quality Management Group (Quality), we believe in providing professional property management services with precision and care. Since 1982, Quality has overseen a diverse portfolio of single-family homes, affordable and conventional apartment communities, and specialty housing including permanent supportive, rural, senior, veterans and homeless housing.

Quality has consistently led the industry through innovation, consistently delivering high customer satisfaction for our residents and partners. We also believe in going beyond simply taking care of the properties entrusted to us and further enhancing the communities in and around our properties.

At Quality Management Group, we know that it is more than just a place to live, it’s a home.

And here – it’s good to be home.

Company Description

At Quality Management Group (Quality), we believe in providing professional property management services with precision and care. Since 1982, Quality has overseen a diverse portfolio of single-family homes, affordable and conventional apartment communities, and specialty housing including permanent supportive, rural, senior, veterans and homeless housing.\r\n\r\nQuality has consistently led the industry through innovation, consistently delivering high customer satisfaction for our residents and partners. We also believe in going beyond simply taking care of the properties entrusted to us and further enhancing the communities in and around our properties.\r\n\r\nAt Quality Management Group, we know that it is more than just a place to live, it’s a home.\r\n\r\nAnd here – it’s good to be home.