Front Desk Operations Supervisor

Description

Job Overview:

The Operations 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 Operations Supervisor communicates issues, concerns, and events with the Community Manager and Association Manager regarding daily activities of the property. The Operations Supervisor's schedule is Monday through Friday 7:30 a.m.

- 4:00 p.m. with a 30-minute lunch. The Operations Supervisor and Desk Attendant Supervisor will be on a rotating schedule to assist the desk staff with finding coverage or covering an open shift if needed. There may be occasional staff meetings, training or shift coverage requiring additional

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.

Initiate Communication with Homeowners about Building or Association Issues

* Foster a welcoming and friendly environment for residents, guests, staff, and vendors. This position is typically the first point of contact for residents and guests.

* Communicating with homeowners about activities in the building, which may affect them via Connect, Email, Phone, Posting signs in message board/bulletin board/elevator.

* Respond to homeowner's questions and concerns on a timely basis.

* Assist in providing individualized communications to homeowners about pertinent matters.

Manage Building Information

* Assist in maintaining Connect database of homeowners and building information as well as utilizing it as a form of communication.

* Responsible for maintaining a calendar of building activity.

* Responsible for maintaining secure key entry system by keeping all key records updated in the database and in the entry system.

* Help to ensure that information utilized by other staff is kept current.

Oversee/Facilitate On-Site Staff

* Oversees Desk Attendant Supervisor and supports their role as team leader of desk staff. Ensure that employees have necessary tools, and access to necessary physical and informational resources to do their work.

* Conduct regular "check in "meetings with the Desk Attendant Supervisor. Communicate new procedures and policies to the supervisor so they can inform/train the rest of the desk staff.

* Ensure that staff procedures and performance are consistent with objectives of the Board of Directors, First Service Residential management practices, and the rules of the Association.

* Coordinate appropriate coverage of the front desk for planned time off.

* Assist in finding appropriate coverage of front desk for vacation or sick time when needed. Assists in keeping the Desk Attendant Manual up-to-date and focuses on supporting Desk Attendants in their work.

* May assist in training new desk and float staff.

Building Maintenance

* Assist in maintaining updated Vendor List

* Help to coordinate day-to-day building maintenance issues with staff and/or vendors and make sure that proper authorization for the job is acquired before starting the project.

Respond to Resident Inquiries and Requests-General

* Respond to homeowner's questions and concerns. The front desk is the central on-site contact for addressing homeowner questions and concerns.

* Answer all incoming calls, answer all emails, and voice mails on a timely basis.

* Assist Community Manager in maintaining a monthly management report of all important homeowner issues (including moves, incidents, violations, and regular day-to-day activities).

* Respond to Resident Inquiries and Requests-Specific Write Work…