Desk Attendant Supervisor

at  FirstService Residential

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 Supervisor collaborates with the Community Manager to help with, and take ownership of administrative duties as assigned. The Desk Attendant Supervisor’s work schedule is Monday through Friday 3:00 p.m.-11:00 p.m. There may be occasional staff meetings, training, on-call, or shift coverage requiring additional hours.

SKILLS & QUALIFICATIONS:

• High School diploma
• Associate or bachelor’s degree (preferred)
• Background in service industry or customer service field
• Computer experience
• Staff supervisory experience
• Background in providing administrative services
• Some job-related experience
• 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 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

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, 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.
What We Offer:
As a full-time nonexempt 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, 9 paid holidays, and a 401k with company match. Local travel may be necessary for training or meetings downtown or corporate office.

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 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 for Desk Attendant:

• While on duty must be in Company approved attire, follow the Company dress code policy, and identification badges and name plate (where applicable) 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 and or 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.
• Adheres to prescribed standard operation procedures covering all aspects of residential operations.
• Read all previous day’s logs and memos and stay informed of events happening at the property.
• Input perishables/dry-cleaning into the computer-based package tracking and notification program. Organize and maintain the package storage area.
• Log all relevant information and events that happen during your shift.
• Monitor security cameras, watch for any rule violations, and file appropriate reports.
• Assess all situations accordingly and contact Resident Building Caretaker on-call for emergencies when necessary.
• Be knowledgeable of all Rules and Regulations and take appropriate action if any deviations are observed.
• Monitor guest parking and maintain violation log.
• Communicate any important issues to the Community Manager.
• Manage any special projects or related duties 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 Community Manager and desk attendant staff.
• Updating and training current staff on any changes of procedure or policy.
• Maintaining a desk attendant manual and training information for the property. Provide an updated copy of the manual to the Senior Onsite Staff Manager when changes are made.
• 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.
• Overseeing office resources (such as blank forms, stickers, and envelopes) are stocked up and prepared for staff use.
• Maintaining the staff calendar for desk attendants. 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 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 Community Manager in regard to the staff and/or staffing issues and any major procedural changes.
• Communicating any staff issues and collaborating with the Community Manager and HR to conduct any coaching or disciplinary action that needs to be taken with staff, this includes verbal and written warnings.
• Conducting yearly desk attendant performance reviews.
• Conducting occasional drop-ins and visiting with weekend staff.

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, 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 propert