Front Desk Lead

Castle Management•Fort Lauderdale, FL

About The Position

The Lead Front Desk Attendant handles residents’ requests and needs as they enter the community or building, providing professional, effective, and efficient service consistent with Castle Group’s values and mission. The role helps train and supervise Front Desk Attendants and supports Management with their day-to-day activities. The Lead Front Desk Attendant may provide coverage for desk shifts and assists with operational, safety, and service tasks. The job requires a high school diploma or equivalency. Two or more years of administrative or hospitality experience is preferred. The position requires customer-service knowledge, communication and interpersonal skills, conflict-resolution ability, attention to detail, organization, and proficiency with Microsoft Office or related software. Physical demands include standing for long periods, walking and climbing stairs, navigating the property, computer use, and lifting up to 15 pounds. Reasonable accommodations may be made for qualified individuals with disabilities.

Requirements

High school diploma or equivalency.
Proficiency with Microsoft Office Suite or related software.
Excellent knowledge of customer service principles and practices.
Excellent verbal and written communication skills to receive and exchange ideas and information.
Strong interpersonal and conflict-resolution skills, including experience with de-escalation techniques.
High attention to detail and strong organizational skills.
Strong analytical and problem-solving skills.
Ability to prioritize tasks.
Ability to act with integrity, professionalism, and confidentiality.
Ability to work under pressure, maintain composure, and use good judgment during emergency, difficult, and stressful situations.
Ability to lift 15 pounds following appropriate safety procedures.
Ability to stand upright for long periods, walk and climb stairs, and navigate the property or building.
Ability to use fingers extensively for typing and to view a computer monitor.
Ability to handle, grasp, and feel objects and equipment; reach with hands and arms; repeat motions with wrists, hands, and fingers; and stoop and bend.
Ability to hear, understand, and respond appropriately to verbal requests in person and over the telephone, and to communicate professionally and understandably in those settings.

Nice To Haves

Two or more years of administrative or hospitality experience.
Fluency in multiple languages.

Responsibilities

Provide alternate assistance to on-duty personnel and cover desk shifts when needed.
Assist Management in overseeing Front Desk Attendants’ day-to-day activities and duties.
Develop the skills and knowledge needed to perform all Front Desk Attendant responsibilities when providing coverage.
Ensure the front lobby and building entrance maintain top visual quality.
Maintain activity logs, incident reports, records, and forms for the Property Manager’s daily review.
Escalate concerns and issues to the Front Desk Supervisor and/or Property Manager for timely resolution when necessary.
Process work orders as needed.
Monitor the Emergency Response System and respond in a timely and efficient manner.
Monitor and control Electronic Security Control Systems, if applicable.
Follow safety precautions and procedures while performing duties.
Assist in training newly hired Front Desk Attendants and ensure their tasks align with expectations.
Perform other duties and responsibilities as assigned.