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.ÂThe Desk Attendant Supervisor oversees Desk Attendant staff and communicates issues, concerns, andÂevents with the Community Manager regarding daily activities of the property. The Desk Attendant Supervisor works with Community Manager to provide assistance with, and ownership of administrative duties as assigned. The Desk Attendant Supervisor’s schedule is Monday through Friday 4:00 p.m.-12:00Âa.m. There may be occasional staff meetings, training or shift coverage requiring additional hours outside of the regular schedule.

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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:DoÂWhat’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:

• While on duty must be in Company approved attire, follow the Company dress code policy, and identification badges and name plate 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 emergencies and assist in managing issues in a timely and efficient manner
• Input parcels and deliveries into the Luxor package tracking program. Monitor and audit package room.
• Log all relevant information/events that happen during your shift.
• Write work orders for On-Site maintenance tasks
• Assist owners/residents with FOB related issues
• Monitor security cameras and watch for any rule violations and file appropriate reports
• Assess all situations accordingly and contact Community Manager when necessary
• Be knowledgeable of all the Falls & Pinnacle Rules and Regulations and take appropriate action if any deviations are observedÂ
• Read all previous logs and memos and stay informed of events happening at the Falls and Pinnacle.
• Communicate any important issues to the Community ManagerÂ
• Handle any special projects assigned to you by the Community Manager
• Follow safety procedures and maintain a safe work environment.Â

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 with administrative tasks which may include help with memos, newsletter, Connect, community room reservations, the homeowner website
• Write work orders for On-Site maintenance tasks
• Assist owners/residents with FOB related issues
• Maintaining the staff calendar for desk Providing payroll grid to Senior Onsite Staff Manager and Community Manager at the end of each pay period.
• Helping staff find coverage for shifts when The Desk Attendant Supervisor, if available, may be asked to help cover additional shifts when floats are not available.
• Training all new regular and float staff
• Holding staff meetings 1-2 times a year
• Partner with Senior Onsite Staff Manager and Community Manager to carry out any coaching or disciplinary action that needs to be taken with staff, this includes documentation of coaching, verbal and written warnings and improvement
• Conducting yearly desk attendant performance reviews
• Carrying out occasional spot checks and visiting weekend staff.
• Communicating with Community and Association Managers regarding staff or staffing issues and any major procedural changes

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
• Ensure all safety precautions are followed while performing the work
• Follow all policies and Standard Operating Procedures as instructed by Managmenet
• Perform any range of special projects, tasks and other related duties as assigned

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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, Skills and Proficiencies:

• 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 can 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

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Supervisory Responsibilities:Â

Oversee the Desk Attendant Staff.

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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 or sitting at a desk for extended periods of time
• Working at a computer throughout the day (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. Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.

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All scheduled times off and/or change of schedule must be approved, in advance, by the Community Manager. All scheduled time off must have coverage before approval will be granted. Time off may not be taken if prior approval is not given.

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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.

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Compensation: $23-$25 an hour

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