Job Overview:The Operations 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 Operations Supervisor communicates issues, concerns, and events with the Community Manager and Association Manager regarding daily activities of the property. The Operations Supervisor’s schedule is Monday through Friday 7:00 a.m.- 3:30 p.m. with a 30-minute lunch. 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: Front Desk:
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.
Foster a welcoming and friendly environment for residents, guests, staff, and vendors.Communicating with homeowners about activities in the building, which may affect them via Connect, Email, Phone, Posting signs in message board/bulletin board/elevator.
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 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.
Entering packages into the package system. Input USPS/perishables/dry- cleaning
Organize and maintain the package room.
Log all relevant information and 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 or Building Engineer when necessary
Be knowledgeable of all 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 The Carlyle
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.
Operations Supervisor Duties:The Operations Supervisor is a central customer service resource for residents ensuring use of building systems and tools to drive excellent results. This role reports to the Community Manager and oversees the Front Desk Supervisor. Supports staff work and residents, through attention to detail, with customer service as the focus.
Oversee/Facilitate On-Site Staff
Perform the role as team leader of desk staff.
Ensure that employees have necessary tools, and access to necessary physical and informational resources to do their work.
Conduct regular “check in “meetings with the Desk Attendant Supervisor.
Collaborate with Desk Supervisor for communications to staff regarding new procedures and policies. May assist in training new regular or float desk staff.
If Desk Supervisor is out, Operations Supervisor will submit the payroll grid or send the weekly Friday memo to staff.
The Operations Supervisor and Desk Attendant Supervisor will be on a rotating schedule to assist the desk staff with finding coverage or covering an open shift if needed.
Assists in keeping the Front Desk Manual and Connect database up-to-date and focused on supporting Desk Attendants in their work.
Ensure that staff procedures and performance are consistent with objectives of the Board of Directors, FirstService Residential management practices, and the rules of the Association.Coordinate appropriate coverage of front desk for planned vacation or if taking off company observed holidays.Maintain all owner and renter information in Connect.
Upload pet vaccinations
Tracks amenities reservations taken by Front Desk staff, maintaining accurate records in Connect database, and paper backup system.a) Reviews completed reservationsb) Monitors reservations paperwork for compliance with cancelation and advance reservation policiesc) Watches carefully for duplicate bookingsd) Helps to ensure accuracy of web calendare) Helps ensure smooth roll out of website reservations systemf) Maintains Tanning logs for the tanning bed, adheres to state guidelines and communicates with the inspectors to ensure tenants follow the rules for use.
Monitors Front Desk log entries for action items and partners with Desk Supervisor to track completion
Maintain a calendar of building activity.
Move-In, Move-Out Dates/Schedules: Coordinate move in of new tenants and support unit owner in assisting lessees as they acclimate to the Association, as per Rules and Regulations, electronic fob, and garage card, etc. Monitor all contractors and sub-contractors working in the building, ensuring they follow rules, communicate with tenants about noise disturbances and Schedule large deliveries (Floors, cabinets, sinks, tubs, appliances) as needed.
Security and Camera Systema) Maintain secure key entry system and update key records in database and entry system. Know how to program electronic key fobs/garage devices with unit and/or resident identity.b) Be knowledgeable on how to disable, add, rename fobs, and garage cards as needed.c) Order additional fobs and garage cards well in advance of running out
Supports engineering and other activity by contacting residents to coordinate access to residences in advance, explaining complexities and documenting homeowner requirements
Tracks work ordersa) Ensures work orders are completed in a timely fashionb) Monitors open orders and communicates status
Monitor contractor compliance with the Rules and Regulations
Audits records to ensure accuracy and completenessa) Performs periodic checks to ensure two-unit access record systems are maintained accurately for best service and proper access control – web based and paper back up materialsb) Monitors general charges
Tracks unit sales and rentals.
Provide notary service to residents
Collaborate with DA Supervisor to implement best practices at Front Desk.
Oversee Unit Leasing Compliancea) Communicate leasing requirements to homeowners. Distribute/collect required Leasing documents and process all paperwork for renters moving in.b) Communicate with unit owners upon discovery of a resident who has leased a unit from an owner who has neglected to submit required paperwork.c) Coordinate move in of new tenant.
Assists manager in developing topical data sheet program to address most common gaps in customer information in three channelsa) Websiteb) E-mailc) Desk Manual
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.
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:Direct, Desk Attendant Supervisor, indirectly Desk Attendant StaffSkills & 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
Team Leader
Collaborative attitude and team player but also can work independently
Exceptional interpersonal skills
Computer literacy with knowledge of office software
Exceptional phone etiquette
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)
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 accommodations may be made to enable individuals with disabilities to perform the essential functions.What We Offer:As a full-time exempt 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 at the downtown or Bloomington office.Compensation: $25-$28 an hour
