Front Desk Supervisor

Overview

The Front Desk Supervisor is responsible for professional, effective and efficient handling of all residents’ requests and needs upon entering the community/building. The Front Desk Supervisor oversees the Front Desk and Service Desk Attendants, and ensures they are satisfactorily fulfilling their responsibilities.

The Front Desk Supervisor provides exemplary service consistent with the values and mission of the Castle Group. He or she performs all responsibilities while demonstrating outstanding customer service skills as a representative of Castle Royal Service.

Essential Duties and Responsibilities

• Provides alternate assistance with on duty personnel as needed and covers desk shifts when needed.
• Develops the skillset and knowledge needed to perform all responsibilities of the Front Desk and Service Desk Attendant when coverage is required.
• Ensures front lobby and front of building are always at top visual quality.
• Keeps track of activity logs and incident reports, records, and forms for the General Manager’s or the Assistant General Manager's daily review.
• Escalates concerns/issues to General Manager or the Assistant General Manager for immediate resolve when necessary.
• Process work orders as needed.
• Monitors Emergency Response System and responds in a timely and efficient manner.
• Monitors and controls Electronic Security Control Systems if applicable.
• Ensures all safety precautions and procedures are followed while performing duties.
• Provides training for all newly hired Front Desk and Service Desk Attendants and ensures they are completing tasks in alignment with expectations.
• Other duties and responsibilities as assigned.

Supervisory Responsibilities

• Directly manage team of Front Desk Attendants and/or Concierge and Service Desk Attendants. May manage other positions dependent on site/location.
• Carry out supervisory responsibilities in accordance with Castle’s policies and applicable laws.
• Responsibilities include interviewing, hiring, and training, developing and mentoring employees; planning, scheduling, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education and Experience

• High school diploma or equivalency required.
• 2+ years of administrative or experience in a luxury hospitality or residential environment.
• Previous experience in Customer Service is required.

Skills and Abilities

• Proficient with Microsoft Office Suite or related software.
• Excellent verbal and written communication skills to receive and exchange ideas and information.
• Excellent interpersonal and conflict resolution skills.
• Must possess high attention to detail and organizational skills.
• Strong analytical and problem-solving skills.
• Strong working knowledge of customer service principles and practices.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to act with integrity, professionalism, and confidentiality.
• Multiple language fluency is desirable, but not necessary.

Physical requirements

• Ability to lift 15lbs following appropriate safety procedures.
• Work in an upright standing position for long periods of time.
• Walk and climb stairs.
• Easily navigate the property/building as required to meet the job functions.
• Extensive use of fingers for typing and visual use of the computer monitor.
• Handle, grasp, feel objects and equipment.
• Reach with hands and arms.
• Repeat various motions with wrists, hands and fingers.
• Ability to hear, understand and respond appropriately to verbal requests made in person and over the telephone.
• Ability to respond verbally in an understandable, professional manner in person and over the telephone.
• Ability to stoop and bend.
• Able to work under pressure, maintain composure and utilize good judgement during emergency/difficult and stressful situations.

EQUAL EMPLOYMENT OPPORTUNITY

Castle is an equal opportunity employer and prohibits discrimination and harassment of any kind. All employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or any other protected status under federal, state, or local laws.

DISCLAIMER

This job description is intended to convey information essential to understanding the scope of the position and is not exhaustive. Duties, responsibilities, and activities may change or be supplemented at any time based on organizational needs. In addition, management has the right to change any portion of this job description at any time and for any reason.