Desk Attendant Supervisor

at  FirstService Residential

As the leading residential property management company in North America, we work hard to help communities thrive. Our dedication, responsiveness and integrity are why thousands of communities across the U.S. and Canada choose FirstService Residential to manage their properties. For more than four decades, communities have counted on FirstService Residential for their Minnesota property management needs. We’ve got the Twin Cities covered, from Plymouth and Shakopee to Woodbury and downtown Minneapolis and St. Paul.
Job Responsibilities 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, events with the Operations Supervisor and Community Manager regarding daily activities of the property. The Desk Attendant Supervisor works with the Operations Supervisor and Community Manager to provide assistance with, and ownership of administrative duties as assigned.
The Desk Attendant Supervisor’s schedule is Monday through Friday 3:00 p.m.-11:00 p.m. There may be occasional staff meetings, training or shift coverage requiring additional hours.
Essential Duties & 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 to every duty.
Accountability for servicing residents 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 the required schedule must be reviewed and approved, in advance by your supervisor
Functions and Responsibilities of Desk Attendant:
Provide superior customer service to residents, guests, vendors,
Respond promptly to resident inquiries, concerns and handle/resolve any issues in a timely and efficient
Input parcels/deliveries into the computer-based package scanning
Log all relevant information/events that happen during your
Monitor security cameras and watch for any rule violations and file appropriate
Assess all situations accordingly and contact Resident Building Caretaker on call when
Be knowledgeable of all LaRive Rules and Regulations and take appropriate action if any deviations are observed.
Read all previous day’s logs/memos and stay informed of events happening at
Communicate any important issues to the Operations Supervisor and Community
Handle any special projects and other related duties assigned to you by the Operations Supervisor and Community
Desk Attendant Supervisor:
Communicating on a regular basis with the Operations Supervisor and Community Manager and desk attendant staff.
Updating and training current staff on any changes of procedure or
Maintaining a desk attendant manual and training information for the
Working with the Operations Supervisor and Community Manager and assisting when needed with administrative tasks which may include help with memos, newsletter, Connect, community room reservations, parking tracking, the homeowner website
Maintaining the staff calendar for desk Monitoring desk attendant’s time off and proactively approve requests for planned time off in advance.
Communicating to regular and scheduled fill in staff via weekly memo. Must also copy Senior Staff Manager on all
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
Assisting staff to find coverage for shifts when 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.
Training all new 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
Conduct business at all times with the highest standards of personal, professional and ethical
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
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
Follow all policies and Standard Operating Procedures as instructed by
Perform any range of special projects, tasks and other related duties as
Supervisory Responsibility
Oversee the Desk Attendant Staff.
Education & Experience
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
Knowledge, Skills & Proficiencies To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or
ability required.
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 handle varying personalities
Collaborative attitude and team player but also have the ability to work independently
Exceptional interpersonal and communication skills
Knowledge of basic computer applications/skills
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
Tools & Equipment Used
Computer, keyboard, printer,
Security and Camera Monitoring Equipment
Physical Requirements / Working Environment 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.
Standing, Sitting at a desk for extended periods of time
Working at a computer throughout the shift (keyboard and mouse use)
Ability to lift up to 30 pounds
Bending down
Walking throughout the property
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Travel
Local travel may be necessary for training or meetings downtown or corporate office

Please refer the Job description for details