Front Desk Attendant or Concierge Supervisor - Castle Group

The Front Desk – Head Concierge Supervisor is responsible to oversee all Front Desk employees, the lobby area, make safety announcements, receive and distribute packages, control building entry, and greet, assist, smile and serve the residents and their visitors. Having experience in the Hospitality Industry, he/she is dedicated to constantly improving the guest experience through excellent communication, sincere service skills and constant training.

•  Oversees Front Desk employees and makes sure fire safety, alarm announcement, and all other job required procedures are understood and met.
• Monitor the handling of building access controls, the records, logs and service logs.
• Submit weekly reports to the Management office.
• Must be customer service oriented and dedicated to constantly improving the resident’s experience.
• Maintains the Front Desk keeping the space organized, clean and efficient.
• Must maintain constant communication of changes, memos and notices with all FD employees throughout the week.
• Must have the ability to work as a team member.
• Must be accessible to and approachable with residents/guests.
• Must be familiar with the Safety and Environmental Protection Policy and carry out the policies and procedures appropriate for his/her position.
• Follows safety procedures and maintains a safe work environment.
• Must sign for packages and contact guests to inform them that their packages have arrived.
• Must monitor and help maintain a clean and organized valet/package room.
• Must answer the phone within three rings.
• Assign breaks and perform the duties at the desk when needed.
• Report to General Manager and/or Property Manager and inform them according to the daily log books.
• Must be fully knowledgeable and able to instruct others in the use of all emergency equipment and their procedures, fire alarms and their procedures, package receiving and distributing procedures, telephone etiquette, and all other training as recorded in the Operations Manual.
• Understand and be able to train others in the use of JENARK software system to access any and all information pertinent to the Front Desk area.
• Attend weekly management meetings and update other departments on the ongoing improvements in the area of Front Desk.
• Attain, organize and approve all information that may be useful to our residents such as menus, dry cleaning options, cleaning service options, car service establishments, professional babysitting services and other services that may help improve the resident’s experience.
• Constantly monitor, test and share this information within your team.
• Lead by example, be professional, maintain perfect adherence to our uniform requirements.
• Develop your team, training and motivating them to be the best they can be.

Education/Training/Certifications/Licenses:

High school diploma or equivalency preferred. Completion of College level courses in Hospitality is strongly desirable.

Experience/Knowledge/Skills:

Two (2) or more years of experience in the Hospitality Industry.  Effective written and verbal communication skills; Multiple language fluency is desirable. Effective written and verbal communication skills. Strong customer service, communication and interpersonal skills required.

Computer literacy: 

Intermediate command of computer hardware/software is required; specifically, proficient in the knowledge of Microsoft Office suite including but not limited to; Word, Excel, Power Point and Outlook.

Language requirements:

Multiple language fluency is desirable.

Travel and availability requirements:

May be required to travel to multiple locations in the state on an as needed basis.

Physical Requirements:

Ability to lift 30 to 5 lbs. and work in a sitting position for long periods of time. Extensive use of fingers for typing and visual use of the computer monitor. Communicate, receive and exchange ideas and information by means of the spoken and written word; ability to quickly and easily navigate the property/building as required to meet the job functions.

Ability to respond to emergencies in a timely manner. Ability to work flexible hours and weekends.

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

Working Conditions:

The majority of work will be completed indoors in a temperature-controlled environment with little to moderate noise levels. May require outdoor site visits on an occasional basis.

Disclaimer: This is not an all-inclusive job description. In addition, management has the right to change any portion of this job description at any time and for any reason.