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Responsibilities

• Oversee the Desk Clerk program, including hiring, training, scheduling, and performance management.
• Supervise and schedule Floating and On-Call Desk Clerks, managing daily activities, performance, and development.
• Ensure staff awareness and implementation of safety rules, regulations, policies, and procedures.
• Hold direct reports accountable for performance, teamwork, and customer service.
• Provide leadership and project direction to foster trust and respect.
• Participate in departmental management team activities.
• Plan, schedule, supervise, and inspect the work of assigned employees through site visits.
• Respond to building emergencies involving Desk Clerks, providing immediate and follow-up support.
• Maintain schedules for all Desk Clerks and assist managers in finding coverage.
• Conduct quarterly overtime surveys and maintain records of employee-requested overtime.
• Collaborate with Human Resources for Desk Clerk recruitment and onboarding, including resume review, phone screens, and interviews.
• Liaise with temporary staffing agencies for Desk Clerk coverage needs.
• Communicate with Supportive Housing Managers regarding Desk Clerk coverage and administrative tasks like timecards.
• Develop and maintain a training calendar for Desk Clerk-related topics.
• Ensure new staff are adequately trained by reviewing the Desk Clerk Training Checklist within the first week of hire.
• Attend, participate in, and facilitate meetings as requested.
• Create, audit, and maintain Desk Clerk checklists to ensure high-quality service.
• Oversee yearly site visits to assess Desk Clerk office spaces and supplies.
• Ensure Desk Clerk activities comply with government health and safety standards.
• Communicate with managers about upcoming holidays or events affecting Desk Clerk coverage.
• Assist with policy and procedure development and revision.
• Respond to building emergencies as needed.

Requirements

• High School Degree or equivalent required.
• Minimum of 3 years of experience in hospitality, customer service, administrative, Desk Clerk, or a related field.
• Minimum of 2 years of experience in program management, training, or supervising administrative or Desk Clerk staff.
• Valid California Driver’s License and good driving record.
• Ability to drive a 17’ van/truck.
• Thorough working knowledge of Microsoft Office Suite.
• Ability to produce and analyze reports and write business correspondence.
• Ability to communicate clearly with a broad range of people.
• Ability to read, understand, and apply language from manuals, policies, technical procedures, and instructions.
• Demonstrated analytical, critical thinking, and problem-solving skills.
• Experience in conflict resolution.
• Demonstrated customer service skills.
• Professional phone presence and ability to text message.
• Ability to read, communicate orally, and write in English.
• Ability 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.
• Experience working with diverse, low-income, homeless and/or formerly homeless population strongly preferred.
• Experience working in non-profit or public sector preferred.
• Demonstrates passion, commitment, and behavior consistent with THC’s Mission, Core Values, and Customer Service Philosophy.
• Demonstrates leadership qualities, maintaining expectations and energy for positive improvement and results.
• Ability to empower direct reports to achieve agency goals and carry out the Mission and Core Values of THC.
• Adapts well to change, remaining professional, respectful, and composed.
• Must be mature, honest, dependable, and accountable.
• Establishes and maintains effective and appropriate relationships and boundaries.
• Communicates with clients, co-workers, and external parties respectfully and with trust.
• Exercises good judgment in using and/or keeping information confidential.
• Works well independently, collaboratively, and as a team member.
• Follows instructions completely and asks for help or guidance from supervisors when needed.
• Good time management skills and punctuality.
• Refrains from actions that may result in conflict or be determined as aggressive, threatening, or violent.
• Takes pride in work and performs all assigned duties diligently, efficiently, and effectively.
• Ability to travel.

Skills

• Microsoft Office Suite
• Report production and analysis
• Business correspondence writing
• Clear communication
• Reading and understanding technical documents
• Analytical skills
• Critical thinking
• Problem-solving skills
• Conflict resolution
• Customer service
• Professional phone presence
• Text messaging
• English language proficiency (reading, speaking, writing)
• Project management
• Time management
• Attention to detail

Experience Level

• 3 years of experience in hospitality, customer service, administrative, Desk Clerk, or a related field
• 2 years of experience in program management or training or supervising administrative or Desk Clerk staff

Education Level

• High School Degree or equivalent

About the Company

• THC policies and directives
• THC's Mission, Core Values, and Customer Service Philosophy

Equal Opportunity

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