Front Desk Supervisor

JOB TITLE – Front Desk Supervisor

SCOPE & PURPOSE

The Front Desk Supervisor, under daily direction of the Executive Director. The Front Desk Supervisor will oversee the Front Desk team, as well as assisting in day-to-day operations at the front desk. Responsible for staffing the front desk on assigned shifts, as well as supervising, scheduling, and developing the full front desk team. This position may entail being the first point of contact for current and prospective residence and visitors, must be personable, friendly, professional and demonstrate sound judgment.

Duties & Responsibilities

• Supervisory duties may include, but are not limited to:
• Create and distribute staff schedules ensuring uninterrupted 24/7 coverage of all three buildings.
• Arrange coverage for call-outs, vacations, and open shifts, and step in personally when needed.
• Recruit, interview, hire, onboard, and train front desk staff.
• Conduct performance evaluations and provide ongoing coaching and feedback.
• Administer progressive discipline and terminations in partnership with the Property Manager and HR.
• Review and approve time sheets and submit accurate payroll on schedule.
• Monitor overtime and labor budget.
• Develop and update front desk procedures, post orders, and emergency protocols.
• Train staff on customer service, resident privacy and confidentiality, emergency response, and fair housing. Ensure staff complete all required company training.
• Serve as the escalation point for residents, family, and visitor concerns about front desk service.
• Communicate regularly with the Property Manager, maintenance, resident services, and other departments.
• Schedule front desk staff meetings on a regular basis to review current changes in protocols, updated operation procedures, or front desk issues. Attend management and staff meetings as required.

Front Desk Duties may include, but are not limited to:

• Greet residents, families, guests, vendors, and staff with courtesy and respect.
• Answer and route all incoming calls; take accurate messages.
• Screen and sign in visitors and contractors per community security procedures.
• Receive, log, and distribute mail, packages, and deliveries.
• Respond to front desk emergencies (medical, fire, security, building systems) following established protocols, including calling 911 and notifying management and on-call staff.
• Monitor alarm, fire system, call-system, and camera monitors as applicable.
• Provide resident support as needed, such as directions, reminders, transportation and activity information, etc.
• Direct residents, family members, and visitors to the appropriate management staff person regarding other operational matters.
• Keep shift logs, incident reports, and handoff notes accurate and complete to the next shift or management, as appropriate.
• Other duties as assigned.

Qualifications

• High school diploma or equivalent required; associate's degree or higher preferred
• 3 years of front desk, hospitality, or customer service experience; 1 years supervising staff
• Experience in senior living, property management, or hospitality preferred
• Strong scheduling, organizational, and conflict-resolution skills
• Skilled in written and verbal communication
• Patience, compassion, and respect for older adults, including those with cognitive or mobility challenges
• Proficiency in Microsoft Office, email, payroll or timekeeping systems and willingness to learn customized software under property management operations
• CPR/First Aid certification, or willingness to obtain it after hire, preferred
• Ability to pass all hiring requirements
• Flexibility to work nights, weekends, and holidays, and to respond to emergencies

Physical Requirements

• Ability to sit or stand for extended periods
• Ability to lift up to 25 lbs. (packages, deliveries)
• Ability to walk between buildings and respond quickly in emergencies

Benefits

• 401(K)
• 401(K) matching
• Medical, Dental, and Vision
• EAP
• Supplemental Insurance
• Life Insurance
• Paid Time Off
• Flexible Spending
• Health Savings Account
• Tuition Assistance

Equal Opportunity/Affirmative Action Statement

It is the policy of Residential One that no person within the jurisdiction thereof shall, on the basis of race, religion, color, sex, age, disability, sexual orientation, gender identity or expression, veteran status, or national origin, be excluded from participation in, be denied the benefits of, or be subjected to discrimination or harassment (including all forms of sexual harassment and sexual violence).#ZR

ResidentialONE is a premiere property management company in the mid-Atlantic region.

We are committed to creating the best apartment living experience for our residents through award winning management.

We are also dedicated to providing our clients with customized, creative, and thoughtful management and real estate services.

We believe that success is created through a powerful combination of expertise, experience, and a commitment to offering the highest level of service to our residents, clients, and fellow team members.