Front Desk Agent

KW Property Management Careers•Miami, FL

10d

About The Position

The Front Desk Agent presents a professional and competent image while providing residents with friendly, outgoing customer service. The role serves as a key liaison between community guests and residents and oversees daily front-of-house operations, including the Front Desk, loading dock, package room, and Roving Safety Agents. The employee is expected to understand and support KW Property Management & Consulting’s mission and demonstrate its GREAT values in daily work: greeting and smiling, showing respect through name recognition and eye contact, exceeding expectations, maintaining a positive attitude and accountability, and acting with trustworthiness and transparency. The position maintains knowledge of community documents, policies, and procedures; helps ensure life-safety systems function and that safety and intrusion-deterrent policies are followed; and supports resident relationships, service quality, and property goals. Responsibilities also include staff scheduling and supervision, budgeting and long-term planning assistance, oversight of departmental operations, timely communications, accurate documentation, regular property rounds, and reporting daily activities or unusual occurrences. This is a full-time position. Days and hours are determined at the property level according to community business needs, and the schedule may change to accommodate those needs. The work is mostly indoors and involves standing and sitting throughout the day. The employee may occasionally need to sit, stand, reach, lift, bend, kneel, stoop, climb, push, or pull items weighing 30 pounds or less. Manual dexterity, auditory and visual skills, and the ability to follow written and oral instructions and procedures are required.

Requirements

High school diploma is preferred.
At least one year of related Front Desk Supervisor experience and/or hospitality training, or three or more years of experience as a Front Desk Agent with the capability and readiness to supervise a team.
Strong managerial background and ability to supervise a team.
Proficiency and working knowledge of Microsoft Office applications.
Ability to follow written and oral instructions and procedures.
Manual dexterity, auditory and visual skills.
Ability to occasionally reach, lift, bend, kneel, stoop, climb, push, and pull items weighing 30 pounds or less.

Nice To Haves

An associate or bachelor’s degree in Hospitality, Property Management, or a related field is a strong plus.
Bilingual Spanish and English may be required at some properties.

Responsibilities

Acquire and maintain current knowledge of the client’s community documents, policies, and procedures.
Ensure life-safety systems are operational and take corrective action as needed to protect the building, residents, guests, and staff.
Ensure resident, guest, and intrusion-deterrent policies are followed effectively.
Provide leadership and direction to manage relationships with other building business groups and support resident service and property goals.
Assist with budgeting and long-term planning.
Schedule staff to meet building needs while avoiding unnecessary overtime, and approve departmental schedules.
Manage resident relationships and retention by resolving concerns in a timely and complete manner, coordinating special services, and conducting formal and informal inspections.
Supervise and oversee projects performed by shift supervisors.
Set high performance standards and reinforce them through personal follow-up to ensure service is delivered appropriately.
Respond to phone calls and correspondence in a timely, professional manner.
Encourage staff to behave professionally and comply with company safety standards.
Ensure documents are updated and accurately uploaded into management support systems.
Ensure violations and work orders are processed regularly as required.
Conduct regular property rounds to ensure established safety procedures and rules are followed by staff, residents, guests, and vendors or contractors.
Write reports of daily activities and irregularities, including equipment or property damage, theft, unauthorized persons, or unusual occurrences.