Front Desk / Hospitality Trainer (Travel Required)

Description

*Traveling Required*

Salary: $65,000 car allowance phone allowance benefits

Job Responsibilities

Perform functions to act as liaison between the corporate Residential Hospitality Team and assigned properties. Supervise and lead a team of Area Specialists. Facilitate and support the needs of the properties, guided by precedent and working within the limits of established policy.

Essential Duties & Responsibilities

The job duties listed are typical examples of the work performed by associates in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

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  Hire, train and develop Area Specialist team. Supervise the daily functions of team within assigned portfolio while maintaining standards of excellence for processes, methods and personnel.
  

• Serve as liaison and internal consultant with Property Managers and Residential Hospitality Team Leaders to ensure the goals and needs of the property, company and its customers are consistently met.

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  Develop a pipeline of Area Specialists for properties by sourcing candidates through various recruiting channels, including referrals, job fairs and virtual events.

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  Prioritize, assign, schedule and review Paycor for discrepancies including bookings for more than 30 days, double bookings and for improper use by on-site associates.

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  Assist in the creation of property specific training and the creation and implementation of new training content including, but not limited to, Residential Hospitality SOP’s, Emergency Procedures, Service Standards and Inspiring Excellence.

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  Conduct Front Desk portion of new hire orientation for new Front Desk associates.

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  Responsible for assisting on-site owner of the Residential Hospitality Program by launching program, ensuring weekly meetings are conducted and that updates are communicated.
  

• Check work and monitor quality of Residential Hospitality services provided. Update and maintain Master Schedule and payroll for assigned team.

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  Provide direction and assist in the investigation and resolution of internal and external problems and concerns. Track and communicate goals for individual and department performance.

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  Conduct quality assurance observations with onsite associates. Review observations with Leadership identifying current and possible issues, inconsistencies, and suggest appropriate corrective procedures.

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  Assist sales team with presentations and any new business opportunities.

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  Oversee and participate in all aspects of start-ups for new properties from start to finish. Assist team with hiring, training for new associates, creation of shadowing schedules, if needed and binders. Communicate with RD and VP on a weekly basis. Schedule constant coverage for initial period and ensure staff are aware of and comply with company and customer regulations, policies, work procedures and instructions.

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  Contribute to the documentation of Standard Operating Procedure and maintain existing procedures.

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  Attend trainings and meetings, as scheduled.

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  Establish and maintain open communication with internal and external customers.

Additional Duties & Responsibilities

• Practice and adhere to FirstService Residential Global Service Standards.
  

• Conduct business at all times with the highest standards of personal, professional and ethical conduct.
  

• Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional material and supplies.
  

• May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
  

• Ensure all safety precautions are followed while performing the work.
  

• Follow all policies and Standard Operating Procedures as instructed by Management.
  

• Perform any range of special projects, tasks and other related duties as assigned.

Supervisory Responsibility

Supervise a team of Residential Hospitality Area Specialist within assigned portfolio.

Education & Experience

Associate’s Degree in Business or Hospitality or related field from an accredited college or university, and three years of related experience; or equivalent combination of education and experience. Previous supervisory experience preferred.

Knowledge, Skills & Proficiencies

To 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.

• Excellent customer service skills.
  

• Strong organization, motivation, leadership, supervisory and interpersonal skills.
  

• Proven critical thinking, problem solving, and decision making abilities.
  

• Strong verbal and written communication skills. Fluent in multiple languages is highly preferred.
  

• Detail oriented and strong organizational and multi-tasking skills. Ability to adapt to different situations and environments.
  

• Ability to respond to emergencies and callouts in a timely manner.
  

• Must have strong proficiency in Windows and Microsoft Office, including but not limited to Word, Excel and Outlook. Proficiency researching the Internet.
  

• Ability to work in a team environment as well as independently and be self-driven.
  

• Ability to learn and possess knowledge of multi-building operations.

Tools & Equipment Used

Computer and peripherals, standard and customized software applications and tools, and usual office equipment.

Physical Requirements / Working Environment

This position works under usual good and/or office conditions. The employee is required to work at a personal computer as well as be on the phone for extended periods of time. Must be able to stand, sit and walk for extended periods and occasionally climb. Must be able to handle, use fingers, grasp and lift objects and packages and reach with hands and arms. The incumbent must be able to quickly and easily navigate the property/building as required to meet the job functions and work extended and flexible hours and weekends as needed. Physical demands include ability to lift up to 30 lbs.

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

Travel

Work involves frequent driving to assigned properties, as needed.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an allinclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.

Automated Employment Decision Tool (AEDT) Usage: We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.

Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.

Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel national_recruiting@fsresidential.com.

Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at national_recruiting@fsresidential.com; we will respond in accordance with Local Law 144, within 30 days.