Front Desk/Security Attendant

Castle Group•Orlando, FL

19h

About The Position

The Front Desk/Security Attendant is responsible for the professional, effective, and efficient handling of all residents’ requests and needs upon entering the community or building. The Front Desk/Security Attendant provides exemplary service consistent with the Castle Group's values and mission. They perform all responsibilities while demonstrating outstanding customer service skills as a representative of Castle Royal Service.

Requirements

High school diploma or equivalency required.
1+ years of administrative, security or hospitality experience preferred.
Strong customer service, communication, and interpersonal skills to help create effective customer-focused relationships with all levels within the organization.
Effective written and verbal communication skills.
Excellent interpersonal, negotiation, and conflict resolution skills.
Excellent customer service skills including strong conflict resolution and de-escalation techniques.
Intermediate command of computer hardware/software, specifically Microsoft Office Suite.
Excellent organizational skills and attention to detail.
Ability to prioritize tasks.
Ability to act with integrity, professionalism, and confidentiality.
Strong analytical and problem-solving skills.
Able to work under pressure, maintain composure, and utilize good judgment during emergency/difficult and stressful situations.
Ability to lift 30lbs. following appropriate safety procedures.
Ability to: Work in an upright standing position for long periods. Walk and climb stairs. Work in different environmental working conditions (e.g. heat, cold, wind, rain). Easily navigate the property/building as required to meet the job functions. Extensive use of fingers for typing and visual use of the computer monitor. Handle, grasp, and feel objects and equipment. Reach with hands and arms. Repeat various motions with wrists, hands, and fingers. May be required to perform work outdoors during all seasons. Ability to hear, understand, and respond appropriately to verbal requests made in person and over the telephone. Ability to respond verbally in an understandable, professional manner in person and over the telephone. Ability to stoop and bend. Ability to work extended hours and weekends if needed.

Nice To Haves

Multiple language fluency is desirable but not necessary.
Multilanguage fluency is preferred but not required.

Responsibilities

Greets residents/guests upon entry, and respond to requests, questions, and any other needs.
Documents issues or transactions as needed.
Develop an understanding of Association policies and requirements.
Develop an understanding of the appropriate department/person to support when an escalation for resolution is needed.
Develop knowledge of surrounding areas and attractions.
Answers phones promptly, with an ability to answer questions and requests while understanding support resources when needed.
Tracks activity logs and incident reports, records, and forms for the Property Manager’s daily review.
Escalates concerns and issues to the Property Manager for immediate resolution when necessary.
Manage the day-to-day security operations, conducting regular security inspections.
Oversee the day-to-day operations of the security guard teammates,
Monitors Emergency Response System and responds in a timely and efficient manner.
Monitors and controls Electronic Security Control Systems if applicable.
Ensures all safety precautions and procedures are followed while performing duties.
Dependent on shift, maybe required to handle overnight activities.
Community liaison between security and management to ensure positive relations and transparency of our roles within the community.
Ensures the security team is briefed on all issues pertaining to the community.
Create Standard Operating Procedures (Post Orders), including emergency procedures, while managing and training security guards to ensure they always follow protocols & procedures.
Assists security guards with peak time traffic and willing to work open shifts including weekends, as needed.
Establish relations with law enforcement and key personnel.
Provide follow up to escalated resident issues by returning emails and phone calls .
Regularly monitors and inspects security equipment (i.e. gates, security system, patrol vehicle etc.)
Provide on-site assistance with community events as needed.
Other duties and responsibilities as assigned.