Action Property Management, the leader in association management, is seeking a full timeLead Front Desk Associateto join our team at our luxury property,Arterra,located inSan Francisco.

Compensation:Starting at $26 per hour

Schedule: Monday-Friday 6:30am-3pm

Job Summary

Under the direction of the General Manager, the Front Desk Lead is the first point of contact for people entering the lobby or calling the association. As such, the Front Desk Lead must at all times display a professional appearance and speak in a polite manner and clear tone, including answering telephones or addressing people who have approached the Front Desk. The Front Desk Lead is expected to possess a working knowledge of the Association's rules, policies and procedures, as well as familiarity with the Association's amenities and surroundings in order to assist residents and their guests. In addition to the duties listed above, the Front Desk Lead is also the first point of contact for the other Front Desk staff, whether working for Action or Securitas. The Front Desk Lead is responsible for reviewing and updating post orders, leaving pass downs, and working with the General Manager to solve issues relating to the Front Desk and improving the service that we provide to our clients.

Essential Duties and Responsibilities:

• Represent Action Property Management and the association by greeting residents, guests, and other visitors at the Front Desk in a welcoming and professional manner.
• Actively comply with Action's “100%-er” hospitality and customer service philosophy:
  • Smile and make eye contact with every resident and guest we encounter
  • Verbally greet every resident and guest we encounter
  • Use resident's and guest's name when greeting him/her
  • Come to ‘attention' when greeting a resident or guest
• Answer telephones or address people who enter the lobby or approach the Front Desk to politely answer questions, provide information, and assist in accordance with rules, regulations and policies; receive and respond to resident complaints in accordance with established procedures and policies or as appropriate; assist residents with issues or problems that do not require direct management involvement.
• Monitor activity in the Lobby and, when necessary, coordinate on-site personnel to address residents' and guests' needs; utilize the Master Phone Directory to contact residents to announce guests and deliveries.
• Maintain the appearance of the Front Desk area, Lobby, and main elevators by assuring it is organized and clean at all times; summon the janitorial or maintenance staff when needed; straighten cushions and periodicals as needed; maintain the back office and package room in a neat and orderly manner.
• Assist residents with room reservation requests for the Association's common area rooms; coordinate with maintenance and janitorial staff for the scheduling of meeting room setup and breakdown before and after resident use; inspect rooms for damage or misuse before and after each use.
• Initial point of contact for the front desk staff.
• Assist GM with training of front desk staff members.
• Assist IT with the maintenance of all the computers used by the Front Desk Associates and Management.
• Conduct periodic inspections of the parking garages, Terrace Level, and perimeter of property to ensure all areas are properly secured; report any issues to the appropriate party for follow up.
• Maintain and monitor an adequate inventory of supplies, forms, etc. used by the front desk and promptly notify Management when in need of replenishment.
• Directly interacts and coordinates with contractors, moving/storage companies and any other vendor to assist Residents.
• Submit recommendations for improving procedures and regulations to the General Manager for approval.
• Direct and monitor Employee uniform usage and inventory. Monitor appearance of Employee uniforms to make sure they are being dry-cleaned on a regular basis.
• Note accurately any issues or information throughout the work shift in the Daily Activity Report; read the pass- on log and read any e-mails for information pertinent to Lobby Hosts; communicate effectively with co-workers to assure a smooth transition of shifts.
• Provide basic concierge services including restaurant reservations, taxi reservations, directions, and restaurant referrals; maintain resource book/inventory of local services and referrals for resident and guest use; inform residents and guests of activities, events, and services that may be of use or interest.
• Utilize SnapHOA-Management App to track and retain resident information including asset logs, parcel logs, key logs, guest sign-in, and amenity reservations.
• Coordinate deliveries to and from units; follow established procedures to have the resident receive their parcel; document the acceptance of parcels or other deliveries, both incoming and outgoing, by updating the package log in the Snap HOA-Management App; notify the resident when a parcel has been accepted on their behalf.
• Operate Snap HOA-Management App and other property management software to update unit records, owner information, and other resident and association records.
• Document reports of disturbances that occur; evaluate the situation and contact the proper authority (i.e. Police, Fire Department, Management) to resolve the problem.
• Coordinate moves in accordance with the Association's approved hours; assure that Common Areas are adequately protected.
• Properly operate the Elevator Control System so that guests, contractors and other visitors are sent to the proper
• Document the issuance of unit
• Utilize and implement the Front Desk Procedures
• Periodically observe building activity as captured by surveillance cameras and perimeter patrols; report suspicious or abnormal activities to Action staff and management, building security, or Law Enforcement, as appropriate; prepare detailed documentation of incidents according to established procedures.
• Report complaints, reports of nuisance, and non-compliance issues to Management; if applicable, respond to the issue and politely call to the attention of the offending party the complaint or non-compliance issue and request that it be resolved as quickly and practicable as possible; document details of the incident as appropriate.
• Distribute, log, and program fobs, transponders, and clickers for residents as directed by Management; log and distribute keys, parking passes, packages, and lock box access.
• Prepare a variety of documents, including resident/guest/vendor passes, letters, reports, refunds, meeting notices, and memos; complete a variety of forms; perform administrative duties as assigned.
• Understand and implement Emergency Procedures when required; understand and coordinate appropriate communications with residents and emergency personnel in the event of a fire alarm, fire, flooding, earthquake, or other emergency event.
• Follow all “Post Instructions” and adhere to the Association's Governing Documents, CC&Rs, and the Rules and Regulations of the Association; be familiar with, and adhere to, all association policies, emergency procedures, and evacuation procedures.
• Perform other related Front Desk tasks and duties as assigned by
• Review post orders from the night(s)
• Address operational concerns from the other front desk staff
• Provide operations and staffing recommendations to Management.

• Must be at least 18 years of age and successfully pass a criminal background check and drug screening
• A minimum of 1 year of experience on front desk team. Luxury hotel or luxury property management experience preferred.
• Polished and professional presentation and demeanor
• Strong verbal and written communication
• Familiar with MS Office applications
• Team player

Why Join Action

Action's goal is to attract and retain the best talent in the industry. We are proudly rated 4.3 Stars on Glassdoor. Check out our Glassdoor page here:https://tinyurl.com/actionglassdoor

We offer our Team Members the following:

• Competitive starting compensation
• Comprehensive benefits package for qualifying employees
• On-going hospitality and property management training
• Opportunities for career growth and advancement
• Values driven company culture encouraging team work and excellence

Action Property Management is an Equal Opportunity Employer and Supports a Drug Free Workplace. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records

Prior front facing customer service experience, preferably in a lead or supervisory role.

Lobby Supervisor is the title of the person in this role now. I have not found a job description for this specific title so perhaps you can recommend one? I think the role is more in line with a Front Desk Lead than a Front Desk Supervisor as they will not be responsible for approving the time cards for other staff members.