Front Desk Clerk

About the role

Ensuring the safety and security of the building and its residents by following building policy and procedures.

Responsibilities

• Take direction from Team Leaders and/or supervisors.
• Maintain neat and clean appearance of lobby.
• Monitor traffic through lobby and ensures all guests check in and out, showing proper identification and follow building rules.
• Accept and account for rental payments.
• Be alert at all times and log in any occurrence during shift.
• Follow all procedures in desk manual.
• Sort and distribute mail in a timely manner.
• Conduct periodic inspections of common areas of the building.
• Report any hazardous conditions or emergency situations to management, follow safety precautions, and log in book.
• Maintain coverage for vacation and sick time by contacting other desk staff to ensure shifts are covered adequately.
• Responsible for desk coverage until replacement arrives.
• Attend all required meetings and court appearances.
• Contact assistant manager directly a minimum of four hours prior to shift if you are unable to report to work.
• Maintain neat and clean appearance of lobby.
• (Business casual attire)
• Maintain coverage for and between multiple buildings.
• Must report to work in a timely manner.
• Must have adequate transportation to work any shift at any location in the on-call, sick, vacation coverage.
• Must be able to communicate effectively with residents and staff members.
• Will not become personally involved with residents or direct staff in or outside of the work place, (i.e. physically, emotionally, financially, etc.)

Requirements

• Must have at least 1 year of current work
• High School Degree or GED
• Desk Clerk Standards
• Monitor traffic through lobby by ensuring that all guests check in and out.
• Monitor traffic by ensuring that all guests provide proper identification and that he/she follows all guest policies and building rules while in the building (verified by guest log and overnight sheet).
• Be alert at all times (verified by a hourly documentation in log) and log all occurrences during shift.
• Be at work on time with no more than 5-minute grace period.
• Customer Service Standards
• Answer phone; 1 -3 rings.
• "Thank you for calling — How may I direct your call?"
• Take phone messages which include: (STAFF ONLY)
• The name of the person who the message is for
• The message
• The name of the person who is leaving the message
• The time
• The date
• The initials
• Buzz in all residents/visitors/staff within 1-3 seconds.
• Sort mail and place in appropriate boxes within 20-45 minutes of receipt
• All interactions, Desk Clerks will say please, thank-you, let me find out for you, or ask if they may help in directing them to the appropriate person.

Specialized Knowledge And Skills

• To have an understanding, appreciation and commitment to the mission and philosophy of NCR and the Supportive Housing Division.
• Excellent customer service, multi-task and detail oriented, and ability to follow directions and all procedures in front desk manual.
• Ability to communicate effectively both orally and in writing.
• Basic math and analytic skills.
• Strong organizational skills.
• To be skilled in conflict mediation and negotiation.
• To be able to demonstrate clear, professional boundaries.
• Ability to work in a team environment.
• Ability to act in a professional manner.
• Understanding of low income and homeless individuals and their specific needs.
• Knowledge about crisis prevention, intervention and resolution techniques and ability to match such techniques to particular circumstances and individuals.