Desk Clerk Program Manager

Essential Functions

• Oversee the Desk Clerk program in accordance with THC policies and directives.
• Hire, train, conduct new hire orientation, team building, schedule, and collaborate on performance evaluations, disciplinary action, and employee development for all THC Desk Clerks.
• Schedule and supervise Floating and On-Call Desk Clerks in accordance with THC policies and directives.
• 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.
• Provide leadership and project direction that engenders trust and respect.
• Participate in the leadership activities of the department’s management team.
• 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 Supportive Housing Managers to find Desk Clerk coverage.
• 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.
• 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.
• 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.
• 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.

Essential Qualifications

• High School Degree or equivalent required.
• Minimum of 3 years of experience in hospitality, customer service, administrative, Desk Clerk or a related field.
• Minimum of 2 years of experience in program management or training or supervising administrative or Desk Clerk staff.
• Thorough working knowledge of Microsoft Office Suite.
• The ability to produce and analyze reports and write business correspondence.
• The ability to communicate clearly with a broad range of people.
• The ability to read, understand, and apply language from manuals, policies, technical procedures, and instructions.
• Demonstrated analytical, critical thinking, and problem-solving skills.
• Experience in conflict resolution.
• Demonstrated customer service skills.
• Professional phone presence and ability to text message.
• Must read, communicate orally, and write in English.
• Ability to manage multiple projects with limited guidance in a fast-paced environment and meet strict deadlines with excellent attention to detail.
• Pass all post-contingency offer background checks, reference checks, and TB screening clearances.
• Prior experience working with diverse, low-income, homeless and/or formerly homeless population strongly preferred.
• Experience working in non-profit or public sector preferred.

Required Behavioral Skills & Abilities

• Demonstrate passion, commitment, and behavior that are consistent with THC’s Mission, Core Values, and Customer Service Philosophy.
• Display leadership qualities such as maintaining expectations and energy for positive improvement and results.
• Desire and have the ability to empower direct reports to achieve the agency’s goals and carry out the Mission and Core Values of THC.
• Adapt well to change, and remain professional, respectful, and composed at all times.
• Establish and maintain effective and appropriate relationships and boundaries, and communicate with clients, co-workers, and external parties in a manner that fosters respect and trust.
• Exercise good judgment in using and/or keeping information regarding clients, employees, and THC confidential.
• Work well independently, collaboratively, and as a team member.
• Follow instructions completely and ask for help and/or guidance from supervisors when needed.
• Have good time management skills and be punctual to work, THC meetings, and events.
• Refrain from actions that may result in conflict or may be determined as aggressive, threatening, or violent.
• Take pride in work and perform all assigned duties diligently, efficiently, and effectively.
• Ability to travel.