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. There may be occasional staff meetings, training or shift coverage requiring additional hours outside of the regular schedule.

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
• 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 can 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 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.

• Standing or 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 will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.

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 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, training, 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 Desk Attendant:

• While on duty must be in Company approved attire, follow the Company dress code policy, and identification badges and name plate must be always 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 emergencies and assist in managing 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.
• Log all relevant information/events that happen during your shift.
• Monitor security cameras and watch for any rule violations and file appropriate reports
• Assess all situations accordingly and contact Resident Building Caretaker on call when
• Be knowledgeable of all the Phoenix 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 Phoenix.
• Adheres to prescribed standard operation procedures covering all aspects of residential operations.
• Communicate any important issues to the Operations Supervisor.
• Manage any special projects assigned to you by the Operations Supervisor or 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 Supervisor 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. Must also copy 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 Operations Supervisor at the end of each pay period.
• Assisting staff to find coverage for shifts when needed. 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 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 and 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.

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 or 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 dow