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, 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.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 of Desk Attendant:
Provide superior customer service to residents, guests, vendors, contractors.
Respond promptly to resident inquiries, concerns and handle/resolve any issues in a timely and efficient manner.
Input parcels/deliveries into the computer-based package scanning program.
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 necessary.
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 LaRive.
Communicate any important issues to the Operations Supervisor and Community Manager.
Handle any special projects and other related duties assigned to you by the Operations Supervisor and Community Manager.
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 policy.
Maintaining a desk attendant manual and training information for the property.
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 etc.
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 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 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.
Supervisory Responsibilities:Oversee the Desk Attendant Staff.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 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.Compensation: $23-$24 an hour
