Lead Front Desk Associate - Metropolitan

About the role

Action Property Management, with a legacy spanning four decades, is the premier choice for homeowner’s association management. Founded in 1984, Action began with a single client and a vision to elevate ethical and professional standards in the HOA industry. Today, as the largest privately owned HOA management company in the West, we serve over 300 communities across 9 offices with a team of nearly 900 dedicated team members. We're seeking a hospitality-driven Lead Front Desk Associate to join our team at Metropolitan, a residential high-rise community in Dallas, Texas. We're looking for someone who is passionate about delivering exceptional customer service, highly organized, and enjoys supporting and mentoring others.

Responsibilities

• Deliver exceptional, personalized customer service to residents, guests, and vendors.
• Serve as a primary point of contact, responding to inquiries, requests, and concerns with professionalism and genuine care.
• Anticipate resident needs and help maintain a welcoming, hospitality-focused environment.
• Handle escalated resident concerns and assist with identifying timely, service-oriented solutions.
• Serve as a lead and resource for Front Desk Associates, providing guidance and day-to-day support.
• Assist with training and onboarding new team members, reinforcing service standards and operational procedures.
• Lead by example, promoting teamwork, accountability, and a positive work environment.
• Partner with onsite management to identify opportunities to improve front desk operations and the resident experience.
• Coordinate daily front desk activities, ensuring smooth operations and consistent service delivery.
• Maintain accurate records, reports, resident information, and other administrative documentation.
• Manage incoming calls, emails, packages, visitor registration, and resident service requests.
• Communicate important updates to fellow team members and onsite management.
• Support management and administrative projects and operations tasks as needed.

Requirements

• Previous experience in customer service, hospitality, concierge services, or residential property management.
• Experience in a lead, senior, or team support role preferred.
• Strong administrative, organizational, and multitasking skills with excellent attention to detail.
• Exceptional interpersonal and communication skills, with a polished and professional demeanor.
• A natural ability to mentor, guide, and support less-experienced team members.
• Strong problem-solving skills and the ability to handle challenging situations with professionalism and discretion.
• Proficiency with Microsoft Office and the ability to learn new systems and technology.
• Experience