Lead Desk Attendant en None

Summary of Position

The Lead Desk Attendant serves as a key resource and peer leader for the Recreation desk team, ensuring smooth daily operations and the delivery of exceptional customer service; this includes performing the duties of a Recreation desk attendant. This role assists with on-the-job training, handles complex customer inquiries, provides guidance to fellow attendants, and supports the Director in maintaining efficient Recreation desk functions. 

Requirements

• High School Diploma or equivalent; college coursework preferred.
• 2-3 years of proven experience as a Desk Attendant or in a similar customer service role.
• Demonstrated ability to effectively assist and guide peers.
• Excellent interpersonal and communication skills (verbal and written).
• Strong problem-solving abilities and a calm demeanor under pressure.
• Proficiency with relevant computer systems, including booking software, CRM, and Microsoft Office Suite.
• Strong organizational skills and attention to detail.
• Flexibility to work varying shifts, including evenings, weekends, and holidays as needed.

Essential Job Functions & Responsibilities

Support club administration by acting as the first point of contact in the clubhouse.   Act as an ambassador to all Homeowners, Members, and Guests by providing a warm welcome, personal greeting, answering questions, giving directions, directing phone calls, and following up to ensure that expectations are met or exceeded.  Provide fellow associates with information regarding membership changes, member complaints, and issues.  Effectively distribute documents and forms to ensure that all departments are aware of Membership changes.

Operational Guidance & Peer Support:

• On-the-Job Guidance: Provide informal guidance and support to other Recreation desk attendants on daily tasks, procedures, and best practices, acting as a go-to resource for questions.
• Workflow Coordination: Help coordinate the flow of work at the Recreation desk, ensuring tasks are completed efficiently and all stations are adequately covered during busy periods.
• Training Assistance: Assist the Director with the practical training and onboarding of new Recreation desk attendants, demonstrating procedures and offering hands-on support.
• Problem Identification: Identify and bring to the Director's attention any operational challenges, recurring issues, or areas where team performance could be enhanced.
• Lead by Example: Consistently demonstrate exemplary customer service, professionalism, and adherence to company policies, serving as a role model for the team.

Customer Service Excellence:

• Advanced Issue Resolution: Handle more complex customer inquiries, escalated complaints, and unique situations with professionalism and a focus on positive resolution.
• Service Delivery: Efficiently manage all standard Recreation desk duties, including greeting customers, handling inquiries, processing reservations, check-ins/outs, and payments.
• Information Hub: Maintain comprehensive knowledge of all facility services, events, and local information to accurately assist customers and provide detailed recommendations.
• Last-Minute Coverage: Be prepared to provide direct customer service coverage at the Recreation desk during peak times, unexpected staffing shortages, or other last-minute urgent situations to ensure continuous service. This may include adjusting personal schedules or staying beyond scheduled hours when critical.
• Appearance & Organization: Ensure the Recreation desk area remains clean, organized, and welcoming at all times.

Administrative Support:

• Reporting Support: Assist the Director with data collection for reports, such as incident logs, common customer feedback, or operational issues.
• Supply Monitoring: Monitor and report on inventory levels of Recreation desk supplies, assisting with reordering as needed.
• Policy Adherence: Ensure strict adherence to all company policies, procedures, and security protocols, including data privacy.
• Documentation Accuracy: Ensure accurate and timely documentation of customer interactions and shift activities.

Skills/Performance Standards Required

Ability to think and work independently; to handle varying situations in a professional manner using tact and diplomacy; possess proven conflict resolution skills; possess the capacity and willingness to maintain strict confidentiality; to interact positively with the public, homeowners, members, guests, tenants, department managers, and staff; requires organizational and communication skills, as well as attention to detail; present a professional appearance at all times, dressing appropriately, while presenting a professional demeanor at all times.

Other duties

This list may not be all inclusive, and it is inevitable that other duties will arise from time to time.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that different tasks be performed when business needs warrant change.  This job description is not intended to create a contract of employment.

Physical demands

Frequent lifting and/or carrying of objects weighing up to 20 lbs.   Requires waiting, walking, bending, stooping, reaching, handling, carrying, lifting objects, talking, and listening.  Requires working and moving in a club and office environment, including stairs.

EEOC statement

Quail Run is an equal-opportunity employer and values diversity. All employment decisions are based on business needs, job requirements, and individual qualifications.  We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.