Front Desk Operations Coordinator

Description

The Operations Coordinator, under the direction and supervision of the Community Manager, provides superior customer service to residents and guests. The role assists in the daily operations of the Association, responds promptly to resident inquiries and concerns, and resolves issues efficiently. The position is Monday‑Friday 7:30 a.m.–4:00 p.m. with a 30‑minute lunch break. The Operations Coordinator and Desk Attendant Supervisor work on a rotating schedule to assist the desk staff with coverage or to cover an open shift if needed.

Occasional staff meetings, training, or shift coverage may require additional hours.

• Accountability for servicing customers with a focus on the values of First Service Residential.
• What’s Right, Own It, Improve It, Aim High, Build Great Relationships, and Be Genuinely Helpful.
• Initiate Communication With Homeowners About Building Or Association Issues
  • Foster a welcoming and friendly environment for residents, guests, staff, and vendors.
  • Communicating with homeowners about activities that may affect them via Connect, email, phone, or posted signs.
  • Respond to homeowners’ questions and concerns on a timely basis.
  • Assist in providing individualized communications to homeowners about pertinent matters.
• Manage Building Information
  • Assist in maintaining the Connect database of homeowners and building information.
  • Maintain calendars of building activities.
  • Maintain a secure key entry system and keep all key records updated.
  • Ensure information used by other staff is current.
• Support On‑Site Staff
  • Oversee the Desk Attendant Supervisor and support their role as team leader of desk staff.
  • Ensure employees have necessary tools and access to resources.
  • Collaborate on communications to staff about new procedures and policies.
  • Assist in training new or float desk staff.
  • Submit payroll grid or weekly memo to staff as needed.
  • Assist in keeping the Front Desk Manual and Connect database up‑to‑date.
  • Coordinate coverage of front desk for vacation or company‑observed holidays.
• Building Maintenance
  • Maintain an updated Vendor List.
  • Coordinate day‑to‑day building maintenance issues and ensure proper authorization before work.
• Contact and Advise Contractors
  • Advise contractors on homeowner versus association responsibility.
  • Monitor contractor compliance with Rules and Regulations.
  • Oversee work to satisfactory completion.
  • Advise the Community Manager when non‑routine problems occur.
• Respond to Resident Inquiries and Requests—General
  • Serve as the central on‑site contact for addressing homeowner questions and concerns.
  • Answer all incoming calls, emails, and voicemails promptly.
• Respond to Resident Inquiries and Requests—Specific
  • Write Work Orders for On‑Site Maintenance Tasks.
  • Provide homeowners advice on ownership versus association expenses.
  • Coordinate move‑in and move‑out dates and support unit owners and lessees.
• Order Services/Approve Payments
  • Place orders for supplies and services needed for the Association.
  • Submit charge forms to the Association in a timely manner.
• Miscellaneous Duties/Projects
  • Create or assist in creating effective front desk systems.
  • Develop procedures and forms to support building operations.
  • Work on miscellaneous projects as requested by the Community Manager.
  • Maintain accurate audits for package rooms and educate carriers on procedures.
• Security and Camera System
  • Maintain secure key entry system and update key records.
  • Program electronic key fobs and garage cards.
  • Prepare incident reports for building incidents and provide photos.
  • Contact security companies for system tweaking and training.
• Oversee Unit Leasing Compliance
  • Distribute leasing requirement paperwork.
  • Coordinate move‑in of new tenants.
  • Ensure all move‑in/move‑out fees are assessed.
• Connect
  • Maintain all owner and renter information in Connect.
  • Keep association information updated with the Community Manager.
  • Distribute memos, letters, and other relevant information to homeowners.

• High School Diploma.
• Associate or bachelor’s degree (Preferred).
• Proficient computer skills:
  Excel, Outlook, and Word.
• Knowledge of basic administrative duties and organization skills.
• Exceptional communication…