FRONT DESK

Job Description

Job Description

FRONT DESK

POSITION DESCRIPTION

POSITION TITLE: Front Desk Attendant

REPORTS TO: Operations Manager

LOCATION : Club Atlantis Condominium Association, Inc.

South Beach, Florida

General Description

Front desk employees serve the needs of the residents of the Association. The Front Desk Attendant will provide information and exceptional services to enhance residents' and guests' quality of living. The Front Desk Attendant acts as a receptionist, access control officer, and concierge for the condominium and is responsible for the tidiness of the lobbies, elevator areas, and outdoor areas within his/her line of sight. The Front Desk Attendant ensures that floors, surfaces, and grounds are kept free of trash and debris.

The Front Desk Attendant is responsible for assisting Management in enforcing the Rules and Regulations of the condominium, whether by directly addressing the residents, guests, vendors, or contractors when appropriate or by immediately reporting any violations to the Management Office.

Job Duties & Responsibilities

· Communicate directly with residents, both in person and by telephone.

· Responsible for securing all property at the Front Desk.

· Provide access to visitors who have been cleared to access the elevators.

· Responsible for providing Management with detailed incident reports.

· Enforces the Association's Rules and Regulations and reports issues to Management.

· Ensures that the building's access points are secure throughout.

· Reports all issues that may cause injury and liability in any way (i.e., leaks, floods, damage to vehicles, etc.) to Management promptly.

· Performs such other duties as may be assigned by Management at its discretion from time to time.

Specific Service Requirements

1. The Front Desk(s) must be staffed at all times. If a break is needed, scheduled, or an urgent matter requires the Front Desk Attendant to leave the Front Desk, the Front Desk Attendant must immediately contact his/her supervisor.

2. The Front Desk Attendant must keep a log of all goings-on in the Association on his/her shift. This includes messages, inquiries, complaints, and incidents (serious incidents must be written as a separate incident report in addition to being logged into the Association’s property management software).

3. The telephone must be answered on the first ring with the standard greeting of "Good Morning / Good Afternoon / Good Evening, Club Atlantis Condominium, this is … (Front Desk Attendant's name), how may I assist you?" The Front Desk Attendant should avoid placing callers on hold for more than 30 seconds and instead, if needed, offer a call back or take a message for the appropriate party. Close all telephone conversations with "Is there anything else I can assist you with today?" before hanging up.

4. If a previously completed Unit Access Authorization/Visitor Pass is not on file for a unit, guests must provide photo identification and be registered at the Front Desk. For any guest who is not registered with a Unit Access Authorization, a call to the Resident specifically authorizing the guest must be made before providing access to the elevator and unit.

5. The Front Desk MAY NOT STORE OR RETRIEVE KEYS TO UNITS or provide access for lockouts or third parties unless explicitly advised on a CASE-BY-CASE basis. Resident lockouts between the hours of 9:00 a.m. and 5:00 p.m., Monday through Friday, may be referred to the Management Office. Lockouts outside of these days and hours must be referred to a local locksmith. If a locksmith is needed, the owner is responsible for all associated costs. UNDER NO CIRCUMSTANCES may a Board Member be contacted for assistance in the event of a lockout.

6. In the event of a primary emergency (fire, medical, criminal), immediately call 911. Following the call to 911, contact the Ops Manager Manager.

7. In the event of a fire alarm, the fire system annunciator panel at the Front Desk will alert the Front Desk Attendant to the location of the alarm OR the initiating device. At the time of an alarm, it takes precedence over other matters as an issue of life safety. The alarm should not be silenced, or the system reset until

(a) the location or device is investigated for trouble and reported, OR

(b) it is a known issue. Upon confirmation of fire, smoke, etc., call 911 immediately. Steps should be taken to control small fires with the use of a fire extinguisher if the Front Desk Attendant is able to safely do so. The Front Desk Attendant must NEVER enter an area or unit engulfed in flames or smoke. In the event of a false alarm, the system may be reset after making an appropriate announcement of a false alarm IF the system went into a general alarm, and the alarm was audible on the floors. If at any time the Front Desk Attendant is unsure of how to handle a situation, s/he should call 911 and then contact the Operations Manager.

8. In the event of a secondary emergency (leak/flood, equipment service outage – such as A/C or elevator issues), the Front Desk Attendant must:

a. Gather as much initial information as possible about the emergency location, type, and specifics.

b. Contact Managers in the following order:

i. Operational Manager for ALL maintenance emergencies), and

ii. Property Manager (for any maintenance emergency to which the Operational Manager does not or is unable to respond to OR any other type of property emergency).

c. After contact has been made, the Front Desk Attendant should attempt to minimize any potential damage to units or common elements as directed and advised by Operational protocol.

Remember that the Front Desk is a FIRST RESPONDER to these secondary events and must attempt to mitigate cost and damage to the Association.

d. Post a notice in the event a service is disabled (such as an elevator).

Equipment

The Front Desk Attendant is responsible for the property equipment remitted to him/her, such as a radio, key fobs, etc. S/he is responsible for ensuring such equipment is kept in good working condition.

Amount Of Supervision Required

The Front Desk Attendant must be able to perform such duties with minimal supervision. Tasks are performed under the general direction of the Assistant Property Manager.

Knowledge, Skills & Abilities

· Must have a pleasant demeanor and be service-oriented.

· Must consistently demonstrate the highest level of professionalism and attention.

· Customer-service and detail-oriented.

· Must be reliable, dependable, and act independently when performing his/her duties.

Grooming

Front Desk Attendants are required to maintain a business-like appearance during working hours and are expected to maintain good personal hygiene, neat grooming, and well-maintained hair. Cologne and perfume should not be used in excess.

Schedule

Front Desk Attendants are expected to work eight hours a day, five days a week. There are three shifts: Friday - 12:00 am to 08:00 am and Friday to Monday 4:00 p.m. – 12:00 a.m., and shifts are assigned one week in advance of the workweek. Front Desk Attendants are expected to begin their shift at the scheduled start time and end at the scheduled finishing time. Front Desk Attendants do not have permission to leave early, even upon arrival of other staff, unless the Front Desk Attendant has been given express permission to do so. Furthermore, it is generally expected that Front Desk Attendants remain on property while on duty to be ready to assist in the event of an emergency.

Physical Demands

The Front Desk Attendant is required to sit and stand and occasionally may be required to reach, lift, bend, kneel, stoop, climb, push, and pull items weighing 20 pounds or less. The position requires manual dexterity; auditory and visual skills; and the ability to follow written and oral instructions and procedures.

Work Environment

The work environment characteristics 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 of the job.

While performing the duties of this job, the employee regularly works inside but may be needed to walk outside on the property when requested by Management.