Residential Front Desk Agent

Principle Responsibilities & Position Purpose:

Provides five star front desk service, in addition to providing administrative support to the Residential Tower team. Provides first point of contact customer service in relation to the owners, residents, and their guests in the residential tower. Assists in maintaining property in a manner that increases property values as well as owner and associate satisfaction. Works closely with the residential condominium Tower Manager. Assists with many of the residential condominium association functions. Requires 5 years of experience as a Front Desk or Doorman.

EXAMPLE OF DUTIES:

ESSENTIAL FUNCTIONS

Works with Tower Manager and Residential Team

• Provides exemplary phone customer service for the residential tower.
• Speaks with and responds to owners, residents and visitors.
• Effectively and courteously communicate residential tower rules, policies and procedures to owners, residents, and visitors.
• Provides administrative support to the Tower Manager as needed.
• Directs owners, residents or visitors within the hotel or tower.
• Assists in controlling the flow of traffic in the residential lobby.

• Provides accurate and timely follow-up for all owner and resident requests. • Maintain Permission to Enter requests; assuring individuals requesting keys are legitimate and sign the keys both in and out.

• Effectively communicate incidents or areas of concern to the Tower Manager. • All residents, owners, and their visitors are offered an escort to their unit, when entering with luggage, packages, and/or groceries.

• Complete owner, resident and visitor requests promptly and with exemplary customer service.
• Greets all arriving individuals in a friendly, professional and courteous manner. Proactive in asking if the resident or guest requires any additional assistance.
• Speaks with and responds to owners, occupants and guests.
• Directs all owner, resident and visitor requests to an appropriate party.

• Assists handicapped residents and visitors as appropriate. An updated list of residents requiring assistance in case of an emergency is to be maintained and easily accessible • Maintains a working knowledge of events and happenings within the tower and hotel. • Maintains compliance of Trump Corporation policies and procedures as well as Brand Standards.

• Works closely with the Tower Manager as requested.
• Directs applicable inquiries from owners, residents, and their visitors to the Tower Manager when necessary.

• The ability to respond properly to any hotel emergency or safety situation. • The ability to perform other tasks or projects as assigned by hotel management.

Administrative Duties

• Maintain front desk appearance, cleanliness, and efficient operational look. • Assists in processing owner and resident service requests.

• Maintain accurate residential tower records and operational forms and logs. • Prepares correspondence as necessary to residential community for review by Tower Manager. • Assists the Tower Manager with mass mailings of letters to unit owners

• Be familiar with all duties required to be performed by the Residential Tower team, as well as the restrictions.

• Disbursement of resident and Board of Directors mail from Tower Manager • Be familiar with residential departments and general functions

• Assist in maintaining condominium association calendar of events.

• Report status of all pending projects and key issues/problems to Tower Manager. • Prepares and maintains shift/resident attention reports

• Assist in maintaining all directories, form, etc.
• Performs other assignments as requested.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Assists in opening doors for and escorting owners, residents, and their visitors. • Participate in and interact with Hotel Operations, assist as necessary.

• Be familiar with residential departments and general functions
• Be familiar with Safety and Emergency policies and procedures

• Enforces Association rules and regulations in a professional and courteous manner • Participates in corporate activities and meetings, as requested.

• Performs other assignments as requested.

PHYSICAL REQUIREMENTS:

Frequency Key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 Hours; Constant – 6-8 hours

Physical Activity Frequency

Sitting Never-Rare

Walking Frequent

Climbing stairs Occasional

Crouching/Bending/Stooping Occasional

Reaching Occasional

Grasping Occasional

Pushing/Pulling Occasional

Near Vision Constant

Far Vision Constant

Hearing Constant

Talking Constant

Lifting/Carrying (20 lbs.) Occasional

Travel Rare

OTHER DUTIES:

Assimilate into Trump Service Culture Standards through understanding, supporting and participating in all elements of Trumps Service Basics. Demonstrate working knowledge of the service standards.

SAFETY REQUIREMENTS:

OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety: • None

Team members will be trained in the proper use and care of assigned PPE. The hotel provides the required PPE. It is your responsibility to report defective damaged or lost PPE, or equipment that does not fit properly, to your Manager.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Ability to read, listen and communicate effectively in English both verbally and in writing in order to prepare official memorandum and correspondence to owners, residents, and the Tower Manager.
• The ability to follow payroll and key sign out procedures.
• Comply with TIHTC work rules and standards per the associate handbook and as directed by Management.
• Work harmoniously and professionally with co-workers and management . Basic knowledge of residential condominium operations and condominium association Board of Director functions.
• Excellent written skills sufficient to produce communications that properly reflects the Trump image.
• Excellent oral communication and presentation skills.
• Considerable ability to listen effectively.

• Ability to interact and follow-up effectively with owners, residents and vendors • The ability to offer any assistance possible to guests

• Ability to work effectively both independently and as a team.
• Ability to assist in the organization and completion of projects as directed by the Tower Manager.
• Ability to effectively deal with owners, residents, vendors and associates, some of whom will require high levels of patience, tact and diplomacy.
• Ability to prioritize multiple requests and projects, and work effectively under time and resource constraints.
• The Front Desk Agent’s position is an hourly position and should not expect tipping for Completion of a job as outlined herewith.

PROHIBITED ACTIVITIES:

• Associates are prohibited from performing personal “side jobs” for any owner and resident.
• Reference, offer or provide information about an owner, resident, guest, or building business.
• Entertain family or friends in the property.
• Eating and drinking outside of the associated dining room and/or while on duty.
• Associates are prohibited from communicating about work related matters with residents and owners, their guests and hired persons via cell phone, including but not limited to texting and personal email

QUALIFYING STANDARDS

Experience

• Requires successful experience in a customer service environment
• Successful track record in the hotel or residential industry is a plus
• Administrative assistant experience is a plus
• Experience handling high volume of incoming calls and interaction
• Experience in producing effective, concise and professional correspondence

Grooming