Desk Clerk Program Manager

Tenderloin Housing Clinic•San Francisco, CA

About The Position

The Desk Clerk Program Manager is responsible for overseeing the Desk Clerk program in accordance with THC policies and directives. This includes hiring, training, orientation, team building, scheduling, performance evaluations, disciplinary actions, and employee development for all THC Desk Clerks. The role also involves supervising and scheduling Floating and On-Call Desk Clerks, ensuring staff adherence to safety rules and policies, and holding direct reports accountable for performance and customer service. The manager will provide leadership, participate in departmental management activities, and respond to building emergencies involving Desk Clerks.

Requirements

High School Degree or equivalent required.
Minimum of 3 years of experience in hospitality, customer service, administrative, Desk Clerk or a related field.
Minimum of 2 years of experience in program management or training or supervising administrative or Desk Clerk staff.
Valid California Driver’s License and good driving record.
Ability to drive a 17’ van/truck.
Thorough working knowledge of Microsoft Office Suite.
Ability to produce and analyze reports and write business correspondence.
Ability to communicate clearly with a broad range of people.
Ability to read, understand, and apply language from manuals, policies, technical procedures, and instructions.
Demonstrated analytical, critical thinking, and problem-solving skills.
Experience in conflict resolution.
Demonstrated customer service skills.
Professional phone presence and ability to text message.
Must read, communicate orally, and write in English.
Ability to manage multiple projects with limited guidance in a fast-paced environment and meet strict deadlines with excellent attention to detail.
Must pass all post-contingency offer background checks, reference checks, and TB screening clearances.
Demonstrates passion, commitment, and behavior that are consistent with THC’s Mission, Core Values, and Customer Service Philosophy.
Demonstrates leadership qualities such as maintaining expectations and energy for positive improvement and results.
Desires and has the ability to empower direct reports to achieve the agency’s goals and carry out the Mission and Core Values of THC.
Adapts well to change, and remains professional, respectful, and composed at all times.
Must be mature, honest, dependable, and accountable.
Establishes and maintains effective and appropriate relationships and boundaries, and communicates with clients, co-workers, and external parties in a manner that fosters respect and trust.
Exercises good judgment in using and/or keeping information regarding clients, employees, and THC confidential.
Works well independently, collaboratively, and as a team member.
Follows instructions completely and asks for help and/or guidance from supervisors when needed.
Has good time management skills and is punctual to work, THC meetings, and events.
Refrains from actions that may result in conflict or may be determined as aggressive, threatening, or violent.
Takes pride in work and performs all assigned duties diligently, efficiently, and effectively.
Ability to travel

Nice To Haves

Experience working with diverse, low-income, homeless and/or formerly homeless population strongly preferred.
Experience working in non-profit or public sector preferred.

Responsibilities

Oversee the Desk Clerk program in accordance with THC policies and directives, including hiring, training, orientation, team building, scheduling, performance evaluations, disciplinary action, and employee development.
Supervise and schedule the Floating and On-Call Desk Clerks’ daily activities, including hiring, training, scheduling, supervision meetings, performance evaluations, disciplinary action, and employee development.
Ensure staff are aware of and correctly implement all safety rules and regulations, and all policies and procedures.
Hold direct reports accountable for high levels of performance, teamwork, and quality customer service.
Provide leadership and project direction that engender trust and respect.
Participate in the leadership activities of the department’s management team.
Plan, schedule, supervise, participate in, support, and inspect the work of assigned employees by conducting regular visits to all Desk Clerk shifts and during emergencies.
Respond to building emergencies involving Desk Clerks to provide immediate and follow up support.
Maintain schedules of all THC Desk Clerks and assist Supportive Housing Managers to find Desk Clerk coverage at all THC sites.
Outreach all managers quarterly for overtime surveys and maintain a google doc to reflect up-to-date information about employee requested overtime.
Work directly with Human Resources to facilitate Desk Clerk recruitment and onboarding, including resume review, phone screens, and facilitating in-person interviews.
Serve as the main liaison between THC and temporary staffing agencies for Desk Clerk coverage needs.
Communicate with Supportive Housing Managers regarding Desk Clerk coverage and administrative follow-up such as employee timecards in the UKG system.
Develop and maintain a regular training calendar on topics directly related to the Desk Clerk position 1-2 times per year.
Ensure Desk Clerks are adequately trained by meeting with all new staff to go over the Desk Clerk Training Checklist within the first week of hire.
Attend, participate in, and facilitate all meetings, as requested.
Create, audit, and maintain Desk Clerk checklists to ensure high quality service.
Oversee yearly site visits to view Desk Clerk office spaces and relevant supplies.
Ensure Desk Clerk activities comply with government health and safety standards.
Compose emails to Supportive Housing Manager group about upcoming holidays or events that could affect Desk Clerk coverage or attendance.
Assist with policy and procedure development and revision as needed.
Respond to building emergencies as needed.