Desk Attendant Supervisor

Description

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, and events with the Community Manager regarding daily activities of the property. The Desk Attendant Supervisor works with Community Manager to help with and take ownership of administrative duties as assigned.

The Desk Attendant Supervisor's schedule is Monday through Friday 4:00 p.m.

-12:00 a.m. There may be occasional staff meetings, training or shift coverage requiring additional hours outside of the regular schedule.

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 every duty.

* Accountability for servicing customers with a focus on the values of First Service 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 required schedule must be reviewed and approved, in advance by your supervisor.

Functions and Responsibilities of Building Attendant:

* While on duty must be in Company approved attire, follow the Company dress code policy, and identification badges and name plate must always be displayed.

* 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/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.

* If applicable, input parcels and deliveries into the Connect package tracking program. Monitor package room.

* Monitor security cameras, watch for any rule violations, and file appropriate reports.

* Assess all situations accordingly and contact after-hours on call when necessary.

* Be knowledgeable of all Rules and Regulations and take appropriate action if any deviations are observed.

* Read all previous logs and memos and stay informed of events happening at the property.

* Adheres to prescribed standard operation procedures covering all aspects of residential operations.

* Communicate any important issues to the Community Manager.

* Manage any special projects 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.

Desk Attendant Supervisor:

* Communicating on a regular basis with the Community Manager and desk attendant staff.

* Updating and training current staff on any changes of procedure or policy.

* Maintaining the desk attendant manual and training information for the property.

* Working with the Community Manager and assisting when needed for administrative tasks which may include help with memos, newsletter, Connect, community room reservations, the homeowner website etc.

* Maintaining the staff calendar for desk attendants.

* Communicating with regular and scheduled fill-in staff via weekly memo, copying the Community Manager and Senior Staff Manager on 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 will be on a rotating schedule to assist the desk staff with finding coverage or covering an open shift if needed.

* Training all new regular and float staff.

* Holding yearly in person staff meeting.

* Communicating with the Community Manager in regard to the staff/staffing issues and any major procedural changes

* Responsible for identifying and addressing staff performance and conduct issues, including providing additional training, regular coaching, guidance, and support to encourage improvement. If issues persist and written documentation is required, the supervisor must first review the proposed language with the Community Manager and HR prior to presenting it to the associate.

* Conducting yearly desk attendant performance reviews.

* Carrying out occasional spot checks and visiting staff on your off shifts when needed.

Additional

Duties & Responsibilities

* Practice and adhere to First Service Residential Global Service Standards.

* Conduct business at all times with the highest standards of personal, professional and…