Front Desk Agent

Overview

The Front Desk provides a professional and competent image in order to provide Residents with friendly and outgoing customer service. As a key employee liaison between all guests of the community and the Residents, the Front Desk supervisor must have experience in the hospitality industry, demonstrate organizational skills, excellent interpersonal skills and strong communication. Oversees the daily operation of the Front of House operations to include the Front Desk, loading dock, package room and Roving Safety Agents.

As a team member of KW PROPERTY MANAGEMENT & CONSULTING, you are expected to understand and support the mission statement of the company and practice our GREAT values every day. These values include greeting and smiling; showing respect with name recognition and eye contact; accepting the empowerment to exceed everyone's expectations and showing enthusiasm for your position and duties; being accountable to show a positive attitude and accountable for your actions;

and being trustworthy in your duties and transparent in everything you do.

• Acquire and maintain current knowledge of client community documents, policies, and procedures.
• Ensure life safety systems are operational and take corrective action to protect the building, its residents, their guests and all staff.
• Ensure resident, guest, and intrusion deterrent policies are effectively followed.
• Provide leadership and direction to manage relationships with other business groups of the building, ensuring the highest level of resident service and the attainment of company and property goals and objectives.
• Assist with budgeting and long-term planning.
• Schedule staff to cover building needs while avoiding unnecessary overtime.
• Approve all departmental schedules.
• Manage resident relationships to retain residents and provide a high level of customer service, including timely resolution of resident concerns, coordination of special services, and conducting formal and informal inspections.
• Supervise and oversee projects performed by shift supervisors.
• Set and enforce high performance standards, personally following up to ensure service delivery.
• Respond to phone calls and correspondence in a timely, professional manner.
• Encourage staff to behave professionally and comply with company safety standards.
• Ensure all documents are updated and uploaded into management support systems accurately.
• Process violations and work orders regularly as required.
• Conduct regular property rounds to ensure safety procedures and rules are followed by staff, residents, guests, and vendors.
• Write reports of daily activities and irregularities, such as equipment or property damage, theft, presence of unauthorized persons, or unusual occurrences.

The position is primarily indoor and requires standing and sitting throughout the day. The employee is occasionally required to sit, stand, reach, lift, bend, kneel, stoop, climb, push and pull items weighing 30 pounds or less. The position requires manual dexterity; auditory and visual skills; and the ability to follow written and oral instructions and procedures.

This is a full-time position. Days and hours will be determined at the property level to suit the community’s business needs. The schedule may change to accommodate those needs.

• High School Diploma.
• Preferred: AA or BA degree in Hospitality, Property Management, or related field.
• Minimum of one (1) year related Front Desk Supervisor experience or 3+ years of experience in a Front Desk Agent role with supervisory capability.
• Strong managerial background with the ability to supervise a team.
• Proficient working knowledge of Microsoft Office applications.
• Bi‑lingual in Spanish and English may be required at some properties.

Employee reports directly to the Property Manager.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.