Front Desk Supervisor

The Front Desk Supervisor is responsible for professional, effective and efficient handling of all residents’ requests and needs upon entering the community/building. The Front Desk Supervisor oversees the Front Desk Attendants, and ensures they are satisfactorily fulfilling their responsibilities.

The Front Desk Supervisor provides exemplary service consistent with the values and mission of the Castle Group.  He or she performs all responsibilities while demonstrating outstanding customer service skills as a representative of Castle Royal Service. &

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ssential Duties and Responsibilities P

• rovides alternate assistance with on duty personnel as needed and covers desk shifts when needed. D

• evelops the skillset and knowledge needed to perform all responsibilities of the Front Desk  A

ttendant when coverage is required. E

nsures front lobby and front of building are always at top visual quality.  K

• eeps track of activity logs and incident reports, records, and forms for the Property Manager’s daily review.  E

• scalates concerns/issues to Property Manager for immediate resolve when necessary. P

• rocess work orders as needed. M

• onitors Emergency Response System and responds in a timely and efficient manner.  M

• onitors and controls Electronic Security Control Systems if applicable. E

• nsures all safety precautions and procedures are followed while performing duties.  P

• rovides training for all newly hired Front Desk Attendants and ensures they are completing tasks in alignment with expectations.  O

• ther duties and responsibilities as assigned. &

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upervisory Responsibilities D

• irectly manage team of Front Desk Attendants and/ or Concierge. May manage other positions dependent on site/ location. C

• arry out supervisory responsibilities in accordance with Castle’s policies and applicable laws.  R

• esponsibilities include interviewing, hiring, and training, developing and mentoring employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. &

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ualifications T

o perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. E

ducation and Experience H

• igh school diploma or equivalency required.  2

• + years years of administrative or hospitality experience.  P

• revious experience in Customer Services required. &

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kills and Abilities P

• roficient with Microsoft Office Suite or related software.  E

• xcellent verbal and written communication skills to receive and exchange ideas and information.  E

• xcellent interpersonal and conflict resolution skills. M

• ust possess high attention to detail and organizational skills. S

• trong analytical and problem-solving skills. S

• trong working knowledge of customer service principles and practices. A

• bility to prioritize tasks and to delegate them when appropriate. A

• bility to act with integrity, professionalism, and confidentiality. A

• bility to act with integrity, professionalism, and confidentiality. M

• ultiple language fluency is desirable, but not necessary. &

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hysical requirements T

he physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. &

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• bility to lift 15lbs. following appropriate safety procedures.  A

• bility to: W

• ork in an upright standing position for long periods of time. W

• alk and climb stairs.  E

• asily navigate the property/building as required to meet the job functions. E

• xtensive use of fingers for typing and visual use of the computer monitor.  H

• andle, grasp, feel objects and equipment.  R

• each with hands and arms.  R

• epeat various motions with wrists, hands and fingers.  A

• bility to hear, understand and respond appropriately to verbal requests made in person and over the telephone. A

• bility to respond verbally in an understandable, professional manner in person and over the telephone.  A

• bility to stoop and bend. A

• ble to work under pressure, maintain composure and utilize good judgement during emergency/difficult and stressful situations. E

QUAL EMPLOYMENT OPPORTUNITY C

astle is an equal opportunity employer and prohibits discrimination and harassment of any kind. All employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or any other protected status under federal, state, or local laws. &

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ISCLAIMER T

his job description is intended to convey information essential to understanding the scope of the position and is not exhaustive. Duties, responsibilities, and activities may change or be supplemented at any time based on organizational needs. In addition, management has the right to change any portion of this job description at any time and for any reason.  &

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