Desk Clerk Program Manager

Desk Clerk Program Manager

Job Category:
Program Manager

Requisition Number: DESKC
001075

Full-Time Salary: $76,100 USD per year

Location:

San Francisco, CA 94102, USA

Leadership and Management

• Oversee the Desk Clerk program in accordance with THC policies and directives. This will include hiring, training, new hire orientation, team building, scheduling, and collaborating on performance evaluations, disciplinary action, and employee development for all THC Desk Clerks.
• Supervise and schedule the Floating and On-Call Desk Clerks' daily activities in accordance with THC policies and directives. This will include hiring, training, scheduling, conducting regular supervision meetings, performance evaluations, disciplinary action, and employee development.
• Ensure staff are aware of and correctly implement all safety rules and regulations, and all policies and procedures.
• Hold direct reports accountable for high levels of performance, teamwork, and quality customer service as well as taking steps to ensure that other managers have the resources to hold their individual staff accountable.
• Provide leadership and project direction that engender trust and respect.
• Participate in the leadership activities of the department's management team.
• Plan, schedule, supervise, participate in, support, and inspect the work of assigned employees by conducting regular visits to all Desk Clerk shifts and during emergencies.
• Respond to building emergencies involving Desk Clerks to provide immediate and follow up support.

Administration and Operations

• Maintain schedules of all THC Desk Clerks and create a resource for and assist Supportive Housing Managers to find Desk Clerk coverage at all THC sites; including finding coverage for daily and extended Desk Clerk absences.
• Outreach all managers quarterly for overtime surveys and maintain google doc to reflect up to date information about employee requested overtime.
• Work directly with Human Resources to facilitate Desk Clerk recruitment and onboarding. The Desk Clerk Program Manager is responsible for looking through Desk Clerk resumes, conducting phone screens, and facilitating the in-person interview process. Be the main liaison between THC and temporary staffing agency approved to provide temporary staff for any Desk Clerk coverage needs at all hotel sites.
• Communicate with Supportive Housing Managers regarding Desk Clerk coverage and administrative follow-up such as employee timecards in the UKG system.
• Develop and maintain a regular training calendar on topics directly related to the Desk Clerk position 1-2 times per year.
• Ensure Desk Clerks are adequately trained by meeting with all new staff to go over the Desk Clerk Training Checklist within the first week of hire.
• Attend, participate in, and facilitate all meetings, as requested.
• Create, audit, and maintain Desk Clerk checklists to ensure high quality service.
• Oversee yearly site visits to view Desk Clerk office spaces and relevant supplies for Desk Clerks work spaces.
• Ensure Desk Clerk activities comply with government health and safety standards.
• Compose emails to Supportive Housing Manager group about upcoming holidays or events that could affect Desk Clerk coverage or attendance.
• Assist with policy and procedure development and revision as needed.
• Respond to building emergencies as needed.

This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned.

• High School Degree or equivalent required.
• Must have a minimum of 3 years of experience in hospitality, customer service, administrative, Desk Clerk or a related field.
• Must have a minimum of 2 years of experience in program management or training or supervising administrative or Desk Clerk staff.
• Must have a valid California Driver's License and good driving record.
• Must have the ability to drive a 17' van/truck.
• Must have a thorough working knowledge of Microsoft Office Suite.
• Must have the ability to produce and analyze reports and write business correspondence.
• Must have the ability to communicate clearly with a broad range of people.
• Must have the ability to read,…