Front Desk Manager - Champlain Housing Trust : Job Details

Hiring Range: $28 to $32 hourly, paid on a biweekly basis. *Nights, weekends, and some holidays required. The Front Desk Manager is responsible for the day-to-day management of Harbor Place's staff, and cultivates a positive team environment and a supportive, positive experience for guests. DUTIES AND RESPONSIBILITIES: Staff Supervision Cultivate a high performing team by providing a positive work environment that promotes professional growth and excellence among team members, including the following specific duties:

• Participate in the staff planning and hiring process for all motel staff.

• Coordinate staff scheduling to ensure proper coverage of daily activities; review and process timesheets and time off requests according to CHT policies and procedures.

• Provide supervision and oversight of assigned staff including initial and ongoing training, direction, support and real-time feedback in a positive and professional manner.

• Perform annual reviews and address any performance deficiencies in a timely manner, consulting with the Site Manager, Associate Director of Motel Operations and Homelessness Prevention Initiatives, Director of Resident Services and Homelessness Prevention Initiatives, CAO, and/or HR Manager as applicable.

DUTIES AND RESPONSIBILITIES: Guest Relations Provide a high-quality experience for all guests by performing the following duties:

• Provide high quality, courteous, and professional service to all guests from check-in to check-out.

• Process check-ins and check-outs with AHS Department for Children and Families, University of Vermont Medical Center, Steps to End Domestic Violence, and other service providers as necessary.

• De-escalate challenging guest interactions using proven techniques endorsed by CHT, maintaining a focus on positive resolutions and safety of staff and guests alike.

• Perform or oversee collection and compilation of data and preparation of required reports.

• Responsible for daily census tracking information, providing accurate billing information to accounting team in a timely manner.

• Coordinate with Site Manager regarding turnovers and vacancies to ensure rooms remain available and occupied to the greatest extent possible.

• Provide appropriate information to guests at the time of check-in, including code of conduct. Enforce code of conduct up to and including removal of guests from premises if warranted.

• When guests engage in behavior that is not conducive to the Harbor Place Guest Agreement, provide written warnings within one business day of infractions.

• Engage in removal of guests (via notice to vacate or non-renewal paperwork) with utmost professionalism, respect, dignity, and with a strong focus on safety of staff and guests.

• Provide general support to guests and service providers as needed.

• Other duties as required.

DUTIES AND RESPONSIBILITIES: Property Management Ensure the efficient operation of the property with a focus on quality and sustainability by performing the following duties:

• Act as a backup to the Site Manager for all essential services including but not limited to: vendor management, security system administration, invoice coding, and others as needed.

• Support annual budget process as requested by the Associate Director.

• Respond to emergency calls during and after normal business hours, interacting with first responders, police, service providers and other third parties as required.

• Ensure property is aesthetically pleasing inside and out, and promote positive relations with neighbors and community members coordinating with Site Manager on an ongoing basis

• Other duties as required.

QAULIFICATIONS

• Supervisory experience is required.
• Experience in customer service or hospitality and/or education in social work, psychology, or other human services or healthcare field (or equivalent combination of education and experience) are preferred.

• Knowledge of and experience in business management, motel operations, property management, building maintenance and cleaning practices is strongly preferred.

• Previous experience working with high-risk populations is strongly preferred.
• Knowledge of area resources and programs available to low-income individuals, including transportation, health services, and housing is strongly preferred.
• Ability to perform work with empathy, consideration, respect and professionalism under stressful circumstances is essential.

• High level of self-motivation required.

• Familiarity with confidentiality, HIPAA regulations, and ability to handle sensitive information in a confidential, professional manner is required.

• Reliable transportation required.

• Nights and weekends required.

• Ability to pass a criminal background check required.

COMPETENCIES

• Exceptional professionalism, tact, confidentiality, customer service, active listening, communication, interpersonal and problem-solving skills.

• Strong verbal de-escalation, analytical skills, efficiency, empathy, organization, initiative, time-management, and planning skills.

• Train, coach, and supervise a team of 2 or more people cultivating a positive, supportive environment with a commitment to excellence.

• Create staffing schedules, create and implement complete and accurate budgets, coordinate effectively with multiple parties, and solve problems using excellent judgment.

• Familiarity with computer systems, common software applications, and operation of office equipment.

• Ability to work effectively independently and as a collaborative member of a team.

Physical and Mental Abilities: The Harbor Place Manager must have the physical and mental abilities to perform the essential job duties listed above. However, reasonable accommodation may be extended to help perform those duties. The job entails long periods of sitting at a desk. There may be prolonged periods of computer work and some vehicle travel. While performing the essential duties of this job the Harbor Place Front Desk Manager will have to use eyes, hands, and fingers, as well as walk, stand, reach, or lift up to 25 pounds. WORK ATMOSPHERE Champlain Housing Trust is a non-profit, member-based organization. This individual must be committed to CHT's membership based model of community controlled and permanently affordable housing and must also be committed to delivering exceptional customer service and executing CHT's mission by focusing on our customers - listening attentively, identifying needs, and making his/her best effort to resolve issues/concerns. The work entails significant self motivation. Travel to rental sites and occasional travel to meetings and seminars may be required. Equal Opportunity Employer - CHT is committed to a diverse workplace and highly encourages women, persons with disabilities, Section 3 low income residents, and people from diverse racial, ethnic and cultural backgrounds to apply.