Friendly House Mission, Vision, and Values – Friendly House creates a thriving community by connecting people of all ages and backgrounds through quality educational, recreational, and other life-sustaining services.
Job Title – Lead Front Desk Team Member
FLSA Classification – nonexempt
Salary Grade - $22.50 per hour – 30-35 hours per week
Benefits - Paid time off and sick leave prorated by FTE. 403b with a 4% match after 90 days of employment, medical, dental, and vision coverage, 11.5 Holidays. Discounts on Preschool, After School, and Summer Camp. EAP program. Fitness center on site.
Report to – Nico Bull, Community Center Manager
Worksite – 1737 NW 26th Street, Portland Oregon – Crawford Building – on site position.
Schedule – To be determined at time of hire. Community Center hours are Monday to Saturday 7am to 8pm.
Supervision – Front Desk Team members

JOB DESCRIPTION – SUMMARY

Lead Front Desk Team member is a key member of the Friendly House front desk team, supporting the Community Center Manager while helping guide and mentor fellow team members. This position serves as a peer leader, ensuring excellent customer service, smooth shift transitions, and effective communication across shifts and departments. The lead position plays a vital role in mentoring front desk staff and maintaining consistent front desk practices, supporting membership services. Lead Front Desk Team member acts as a reliable point of contact for resolving immediate concerns when the Community Center Manager is not available. Maintain a welcoming environment while performing administrative duties such as data entry, scheduling, filing, managing emails, maintaining records, and using tools like Microsoft Office and SharePoint to support daily operations.

QUALIFICATIONS

• Previous experience in a supervisory role working at a front desk, in customer service, or in a community-centered environment.
• Demonstrated reliability and ability to work independently while contributing to a team.
• Strong interpersonal and communication skills, with the ability to support peers and problem-solve in real time.
• Proficiency in Microsoft Office Suite and comfortable using technology including copiers, printers, facility scheduling systems, visual design, and publishing tools.
• The ability to remain calm and positive when addressing challenges or unexpected situations.
• Demonstrated ability to be resourceful and take initiative when issues arise, with strong multitasking and time-management skills and the capacity to prioritize tasks effectively.
• Experience working with diverse populations, including children, older adults, unhoused individuals, and members of the LGBTQ+ community.
• Must be organized, adaptable, and ready to take initiative when needed.
• Must complete and pass an ORCHARDS background check (BCU) with the State or Oregon.
• CPR and First Aid certification - preferred
• NARCAN training- preferred

PHYSICAL REQUIREMENTS

Employees must be able to remain in a stationary position for extended periods of time up to 30-50%, with the ability to move, and traverse in the office and work environment. Use hands/fingers to handle/ or feel. Operate the computer and other office equipment. Occasionally, ascend stairs or walk in uneven terrain. May need to stoop, kneel, crouch, and bend. Communicate information and ideas so others will understand and exchange accurate information in these situations. The ability to see or observe detail at close range. May lift or move items up to 30lbs. May be exposed to smells, cold/heat and outdoor environments.
If requested, reasonable accommodations will be made available to enable employees with disabilities to perform the essential functions of their job, in the absence of undue hardship.

• Provide consistent on-shift guidance and task supervision to front desk staff, including completing shift duties alongside team members, conducting check-ins, offering task reminders, and coordinating coverage as needed.
• Assist with onboarding and training new front desk staff in day-to-day procedures and expectations.
• Help troubleshoot routine facility, scheduling, or member-related issues, escalating complex matters to the Community Center Manager as appropriate.
• Verify that daily operations at the front desk follow established procedures, including accurate check-ins, task completion, timely room setups, and consistent communication with program staff.
• Greet and welcome all guests, ensuring they are directed to the appropriate room, program, or staff member.
• Answer incoming phone calls and emails, providing accurate information or forwarding inquiries to the appropriate staff.
• Maintain up-to-date knowledge of Friendly House classes, events, and programs to respond accurately to questions and promote offerings.
• Support and actively promote all Friendly House programs and services.
• Maintain facility safety and security by following established procedures, including monitoring guest sign-ins, verifying member check-ins, and controlling access through the front desk.
• Ensure the facility remains clean and presentable, including performing light janitorial tasks as needed.
• Set up and breakdown meeting rooms and event spaces according to scheduling needs.
• Complete additional administrative and program support tasks as assigned for all programs.
• Contribute to the cleanliness, organization, and overall welcoming atmosphere of the lobby and front desk area.
• Assist with admin responsibilities such as maintaining accurate and timely records, such as visitor logs, membership changes, and incident reports.
• Support for special projects and assist with time-sensitive or additional tasks as needed.
• Deliver excellent customer service to all members, guests, and facility renters, while serving as a reliable and professional representative of Friendly House.
• Model Friendly House’s values of inclusion, respect, and community care in all interactions and communications.