Desk Clerk Program Manager

ESSENTIAL FUNCTIONS

Leadership and Management

• Oversee the Desk Clerk program in accordance with THC policies and directives. This will include hiring, training, new hire orientation, team building, scheduling, and collaborating on performance evaluations, disciplinary action, and employee development for all THC Desk Clerks.
• Supervise and schedule the Floating and On-Call Desk Clerks’ daily activities in accordance with THC policies and directives. This will include hiring, training, scheduling, conducting regular supervision meetings, performance evaluations, disciplinary action, and employee development.
• Ensure staff are aware of and correctly implement all safety rules and regulations, and all policies and procedures.
• Hold direct reports accountable for high levels of performance, teamwork, and quality customer service as well as taking steps to ensure that other managers have the resources to hold their individual staff accountable.
• Provide leadership and project direction that engender trust and respect.
• Participate in the leadership activities of the department’s management team.
• Plan, schedule, supervise, participate in, support, and inspect the work of assigned employees by conducting regular visits to all Desk Clerk shifts and during emergencies.
• Respond to building emergencies involving Desk Clerks to provide immediate and follow up support.

Administration and Operations

• Maintain schedules of all THC Desk Clerks and create a resource for and assist Supportive Housing Managers to find Desk Clerk coverage at all THC sites; including finding coverage for daily and extended Desk Clerk absences.
• Outreach all managers quarterly for overtime surveys and maintain google doc to reflect up to date information about employee requested overtime.
• Work directly with Human Resources to facilitate Desk Clerk recruitment and onboarding. The Desk Clerk Program Manager is responsible for looking through Desk Clerk resumes, conducting phone screens, and facilitating the in-person interview process. Be the main liaison between THC and temporary staffing agency approved to provide temporary staff for any Desk Clerk coverage needs at all hotel sites.
• Communicate with Supportive Housing Managers regarding Desk Clerk coverage and administrative follow-up such as employee timecards in the UKG system.
• Develop and maintain a regular training calendar on topics directly related to the Desk Clerk position 1-2 times per year.
• Ensure Desk Clerks are adequately trained by meeting with all new staff to go over the Desk Clerk Training Checklist within the first week of hire.  
• Attend, participate in, and facilitate all meetings, as requested.
• Create, audit, and maintain Desk Clerk checklists to ensure high quality service.
• Oversee yearly site visits to view Desk Clerk office spaces and relevant supplies for Desk Clerks work spaces.
• Ensure Desk Clerk activities comply with government health and safety standards.
• Compose emails to Supportive Housing Manager group about upcoming holidays or events that could affect Desk Clerk coverage or attendance.
• Assist with policy and procedure development and revision as needed.
• Respond to building emergencies as needed. 

This job description reflects management's assignment of essential functions.  It does not prescribe or restrict the tasks that may be assigned.

ESSENTIAL QUALIFICATIONS

• High School Degree or equivalent required.
• Must have a minimum of 3 years of experience in hospitality, customer service, administrative, Desk Clerk or a related field.
• Must have a minimum of 2 years of experience in program management or training or supervising administrative or Desk Clerk staff.
• Must have a thorough working knowledge of Microsoft Office Suite.
• Must have the ability to produce and analyze reports and write business correspondence.
• Must have the ability to communicate clearly with a broad range of people.
• Must have the ability to read, understand, and apply language from manuals, policies, technical procedures, and instructions.
• Must have demonstrated analytical, critical thinking, and problem-solving skills.
• Must have experience in conflict resolution.
• Must have demonstrated customer service skills.
• Professional phone presence and ability to text message.  
• Must read, communicate orally, and write in English.
• Must be able to manage multiple projects with limited guidance in a fast-paced environment and meet strict deadlines with excellent attention to detail.
• Must pass all post-contingency offer background checks, reference checks, and TB screening clearances. [1]
• Experience working with diverse, low-income, homeless and/or formerly homeless population strongly preferred.
• Experience working in non-profit or public sector preferred.

REQUIRED BEHAVIORAL SKILLS & ABILITIES

• Demonstrates passion, commitment, and behavior that are consistent with THC’s Mission, Core Values, and Customer Service Philosophy.
• Demonstrates leadership qualities such as maintaining expectations and energy for positive improvement and results.
• Desires and has the ability to empower direct reports to achieve the agency’s goals and carry out the Mission and Core Values of THC.
• Adapts well to change, and remains professional, respectful, and composed at all times.
• Must be mature, honest, dependable, and accountable.
• Establishes and maintains effective and appropriate relationships and boundaries, and communicates with clients, co-workers, and external parties in a manner that fosters respect and trust.
• Exercises good judgment in using and/or keeping information regarding clients, employees, and THC confidential.
• Works well independently, collaboratively, and as a team member.
• Follows instructions completely and asks for help and/or guidance from supervisors when needed.
• Has good time management skills and is punctual to work, THC meetings, and events.
• Refrains from actions that may result in conflict or may be determined as aggressive, threatening, or violent.
• Takes pride in work and performs all assigned duties diligently, efficiently, and effectively.
• Ability to travel

[1] Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with conviction and arrest records.