Lead Desk Clerk - Hamlin Hotel
About The Position
The Lead Desk Clerk is responsible for maintaining the safety and security of the building for all tenants. This position involves extensive interaction with staff, tenants, vendors, law enforcement, and visitors in compliance with Property Management Policy and House Rules. In addition, the Lead Desk Clerk provides direct support to the Property Manager and Assistant Property Manager, oversees front desk operations and oversight of desk clerks without formal supervisory or disciplinary authority, and coordinates with other staff. The role includes day-to-day responsibility for building security during peak business hours, training desk personnel on emergency and non-emergency procedures, and serving as the primary point of contact for escalated issues during the shift.
Requirements
- Familiarity with basic computer applications (Microsoft Outlook, Word, Excel)
- Ability to document factual incidents in clear, objective written reports based on direct observation and/or contemporaneous witness statements, in accordance with established incident reporting protocols.
- Ability to work with people of diverse social, economic, and ethnic backgrounds
- Sensitivity to issues facing family, homeless, disabled, and elderly populations
- Excellent interpersonal skills
- Pleasant and professional manner
- Takes initiative to problem solve
- Good written and verbal communication skills
- Ability to function under stressful circumstances
- Willingness to do varied tasks
- Calm disposition
Nice To Haves
- Prior experience with security and/or reception work.
- Experience working in residential property management or similar environment is a plus
- Excellent Customer Service Skills
- Bilingual in Chinese, Russian, and/or Spanish in addition to English is a plus
Responsibilities
- Sign-in all visitors who enter and leave building in compliance with Property Management’s Policies and Procedures as well as applicable House Rules
- Communicate all problems that occur during business hours and after hours to the proper staff (Property Management & Resident Services) via incident reports.
- Update the daily log and/or other front desk forms
- Oversee front desk operations and ensure compliance with Property Management Policies and House Rules
- Provide direct support to the Property Manager and Assistant Property Manager
- Assist in training desk clerks on emergency and non-emergency procedures, desk protocols, and compliance requirements
- Provides day-to-day guidance and operational oversight to desk clerks during assigned shifts, without formal supervisory or disciplinary authority.
- Ensure compliance with Property Management Policies and House Rules
- Review daily logs and incident reports for accuracy and completeness
- Monitor all exits via surveillance footage + foot patrol of building during shift
- Take initiative in calling 911 or non-emergency police per protocol and report all building emergencies to the Property Manager.
- Write up incident report and route to proper staff per protocol
- Collaborate with management on implementing security measures and operational improvements
- Maintain orderliness of the front entrance, lobby, and adjoining rooms/areas
- Attend staff meetings and other property-related meetings as required
- Embody organization values (respect & compassion, empowerment, teamwork)
- Contribute to a safe and pleasant work environment
- Follow policies, procedures, and safe work practices
- Foster teamwork and positive relationships among staff under supervision
- Other duties as assigned
Benefits
- Comprehensive Benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
