Front Desk

About the Role

The Front Desk Supervisor provides a professional and competent image to deliver friendly and outgoing customer service to residents. As a key liaison between all guests and residents, this role oversees daily Front of House operations, including the Front Desk, loading dock, package room, and Roving Safety Agents. You will uphold the company’s mission and GREAT values: greeting and smiling, showing respect with name recognition and eye contact, exceeding expectations, demonstrating enthusiasm and accountability, and maintaining trustworthiness and transparency.

Responsibilities

• Acquire and maintain current knowledge of the client’s community documents, policies, and procedures.
• Ensure life safety systems are operational and take corrective action to maintain building, resident, and staff safety.
• Enforce resident, guest, and intrusion deterrent policies.
• Provide leadership to manage relationships with other business groups to achieve company and property goals.
• Assist with budgeting and long-term planning.
• Schedule staff to cover building needs while minimizing unnecessary overtime.
• Approve all departmental schedules.
• Manage resident relationships to ensure retention and high customer service, including resolving concerns, coordinating special services, and conducting inspections.
• Supervise and oversee projects performed by shift supervisors.
• Set and adhere to high performance standards and instill them in staff through personal follow-up.
• Respond to phone calls and correspondence in a timely, professional manner.
• Encourage staff to comply with company safety standards and maintain professionalism.
• Ensure documents are updated and uploaded accurately into management support systems.
• Process violations and work orders regularly as required.
• Perform regular property rounds to ensure safety procedures are followed by staff, residents, guests, and vendors.
• Write reports of daily activities and irregularities, such as equipment or property damage, theft, unauthorized persons, or unusual occurrences.

Requirements

• High School Diploma (required); AA or BA degree in Hospitality, Property Management, or a related field (strong plus).
• Minimum of one (1) year of Front Desk Supervisor experience and/or hospitality training OR 3+ years of Front Desk Agent experience with demonstrated capability and readiness to supervise a team.
• Strong managerial background with the ability to supervise a team.
• Proficiency in Microsoft Office Applications.
• Bilingual (Spanish and English) may be required at some properties.

Physical Demands

• Mostly indoor position requiring standing and sitting throughout the day.
• Occasional sitting, standing, reaching, lifting, bending, kneeling, stooping, climbing, pushing, and pulling items weighing up to 30 pounds.
• Requires manual dexterity, auditory and visual skills, and the ability to follow written and oral instructions.

Schedule

This is a full-time position. Days and hours will be determined at the property level to suit the business needs of the community and may change as needed.