Uptown Rental Properties has established a legacy of unsurpassed customer service and operational excellence in the management of the finest quality and most diverse housing options throughout Greater Cincinnati. We are currently looking for a skilled and personable Front Desk Supervisor! In this role, you'll lead our Resident Relations (Front Desk) team, providing training and oversight to ensure a top-notch resident experience. The ideal candidate will bring team leadership experience, scheduling know-how, and a knack for handling a lively workload in a laid-back yet fast-paced environment. The Front Desk Supervisor is an on-site, full-time position, starting at $20/hr, including the incredible benefits listed below: Front Desk Supervisor Benefits:
- Paid training
- Paid Holidays
- Paid Time Off & Sick Days
- Employee Resource Program
- Profit Sharing
- 401(k) w/ company match
- Medical, vision, dental, disability & life insurance
- Room for advancement in a growing company
- Free parking
- Employee Appreciation Events
- Company sponsored sports teams, book club, and more
Front Desk Supervisor responsibilities:
- Act as the first point of contact for residents and visitors, ensuring high-quality service
- Interview, hire, onboard and train new team members
- Support Resident Relations Representatives in resolving resident concerns and escalated issues
- Conduct performance reviews, set KPIs, and implement action plans for continuous improvement
- Create and manage schedules to ensure coverage of all business hours
- Ensure adherence to company policies and procedures
- Serve as the primary contact for calls and emails, directing them to the appropriate team member
- Oversee and train team members on various administrative tasks, including mail distribution, key management, and rent check coding
- Collaborate and work closely with property management, maintenance and other operational departments
- Contribute to external marketing initiatives
- Track and respond to online reviews to uphold Uptown's brand reputation
Front Desk Supervisor qualifications:
- HS Diploma or equivalent
- Minimum one year of experience in team management or supervision: hiring, terminations,, training, and scheduling
- 3 years' experience in customer service, hospitality, or related field
- Ability to adapt quickly to changing procedures and priorities
- Resourceful, analytical, solution-focused thinking
- Strong communication and interpersonal skills
- Experience with multi-line phone systems
- Keen eye for detail
- Excellent organizational skills
- Ability to manage time effectively in a fast-paced environment
- Knowledge of property management is a plus
- Ability to maintain a positive, collaborative, encouraging and motivating demeanor
Apply today to join our team! See below for the full job description: Job Summary: The Resident Relations Supervisor is responsible for overseeing and advising the resident relations staff of Uptown Rental Properties to ensure that high-quality support is given to all residents and visitors of Uptown Rental Properties. Key performance objectives in order of priority with projected time allocation are: 1 Team Leadership. Provides continuous support and training for current resident relation representatives, and assists in interviewing, hiring, and training new employees. (40%) 2 Operations Oversight. Ensures that general administrative duties are completed daily by the part- time Resident Relations Representatives and leads in delegating and supervising those duties. (25%) 3 Resident Relations. Act as first point of contact for current residents and visitors, ensuring the highest quality of service is experienced when dealing with Uptown Rental Properties. (15%) Note: Twenty percent of time is reserved for ancillary responsibilities and activities unrelated to the performance objectives. ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Other duties may be assigned. Interpersonal Responsibilities
Leads the hiring process of direct reports, trains new employees, coaches and develops team leads by providing timely feedback on productivity and work quality; tracks and approves labor hours, vacation time, and absences and handles disciplinary actions as needed. Conducts performance reviews with direct reports to set and review KPIs. Creates action plans to ensure operational excellence and that Uptown Rental Properties' industry-leading standards are being met. Leads the Resident Relations team, delegating tasks and providing support to Resident Relations Representatives in their day-to-day operations including creating schedule for Resident Relation Team to ensure daily coverage of all business hours. Monitors the performance and preparedness of Resident Relations Representatives based on the readiness matrix and establishes performance objectives accordingly. Collaborates with Property Managers and Assistant Property Managers to resolve escalated resident issues or aids Resident Relations Representatives in addressing problems while being mindful of the overall resident experience. Represents Uptown Rental Properties in a polite and professional manner when welcoming guests in the office or answering phone calls. Operational Responsibilities
Serves as the initial point of contact for incoming calls and emails, adeptly transferring them to the relevant party. Directs all prospective residents or leasing-related calls to the in-office Leasing Agents. Keeps abreast and oversees adherence to Uptown Rental Properties' policies and procedures to ensure compliant day-to-day operations. Manages package reception and distribution of mail to internal departments, as well as the collection, storage, and release of resident mail and packages. Codes rent checks with accurate property and tenant codes to ensure precise and timely processing of payments. Oversees the process for managing resident and vendor keys, permanent and temporary parking passes, and all necessary support documentation. Performs assigned general office administrative duties. Engages in external marketing events by distributing marketing flyers and promotional items. Holds responsibility for delegating the opening and closing checklist tasks for the main office. Monitors and responds to online reviews of Uptown residents to effective manage the PR and brand of the company. Tracks and monitors call volume and quality for Uptown's corporate office to ensure the department is appropriately staffed and engaging with residents to the expected quality standards. Organizational Responsibilities
Reports on the status of the department's KPIs, identifying variances and creating an action plan to resolve potential issues including any escalated procedural and staffing issues. PERFORMANCE FACTORS: The performance factors described here are core abilities that translate into desired on-the-job behaviors which contribute to the employee successfully achieving the performance objectives of this job and carrying out the assigned responsibilities.
- Knowledge of Properties
- Resident Engagement
- Time Management
- Supervisory Oversight
- Coaching and Feedback
- Training Material Management
- Training Delivery
- Interviewing Skills
- Effective Communication
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