Reception Manager

Position Title: Reception Manager

Position Status: Full-time

FLSA Classification: Exempt

Reports to: Senior Director of Housing

Compensation: $48,000–$52,000

Position Overview

The Reception Manager is considered as an essential employee and is the initial point of contact for nearly all individuals who walk through Abby’s House doors, including women seeking housing, shelter, resident services, and community resources. The position coordinates, schedules, and oversees all front desk staff and activities. The Reception manager also oversees office management throughout the organization. The position is a vital and key public-facing position at Abby’s House.

The Reception manager is responsible for the smooth operation of the reception desk, handling inquiries including phone calls and walk-ins in an efficient, respectful, and friendly manner. Following proper protocol, she/he responds to many needs that arise among residents, shelter guests, volunteers, staff and visitors by directing individuals to the appropriate person or place, while helping maintain a safe, secure and respectful environment. The Reception Manager schedules, trains and supervises all reception staff. The Reception manager manages all aspects of Abby’s House offices. As with all employees at Abby’s House, the Reception Manager is required to maintain the confidentiality standards of Abby’s House and exemplify compassion, hospitality, and respect to the guests and residents at all times.

The position is full-time, Monday–Friday. The following presents an overview of responsibilities but is not exhaustive, and requirements associated with this position may be supplemented at any time.

Manage Front Desk Inquiries and Activities

Answer, screen, accurately forward telephone calls; greet and direct in-person visitors as appropriate; ensure sign ins/outs of all visitors, Women’s Center, bathrooms.
Ensure that receptionists are trained, knowledgeable and communicate about Abby’s House services and programs to residents, shelter guests, Women’s Center visitors, etc.
Maintain sign-in logs for visitors, Women’s Center, bathroom and Women Services.
Provide general guidance to residents and guests seeking to request appointments with Women’s Services, property management, and any other staff or department.
Consistently monitor all guest areas and help maintain a safe and peaceful environment.
Assist residents and shelter guests with laptop access, and clerical support for computer issues in the Women’s Center.
Receive In-Kind donations as per the Volunteer & In-Kind Coordinator and at other times; verbally thank donors, provide Contributed Goods Receipt, follow protocol to properly store/safeguard items, provide Contributed Goods Receipt copy to In-Kind Coordinator; receive fresh or refrigerated donated food as per Food & Nutrition protocol.

Maintain Front Desk Resources

Document, update and maintain the receptionist binders, procedures, etc.
Ensure that front desk and foyer resources are updated and/or provided by the appropriate department as need be. Provide input to Women’s Services and the House Manager to improve front desk resources.
Track daily calls to Abby’s House and update monthly reception tracking charts.
Ensure front desk logs are maintained by all reception staff.
Help develop and maintain Reception Manual and Reception Manager manual, with guidance by supervisor.

Ensure Safety & Security

Ensure placement of visible and clear signage in/around the front desk, including instructions for visitors, following established branding protocols.
Consistently monitor all guest areas.
Respond to front desk emergencies per Abby’s House protocols.
Ensure that Incident Reports are accurately completed by all front desk staff/personnel and provided to appropriate staff. Review previous night’s Activity Log for incidents; ensure Incident Reports are provided to appropriate staff/place; ensure incoming receptionists are informed about incidents as needed.
Maintain First-Aid Kit and Narcan supply in the reception closet; arrange for receptionist and/or staff training as needed.
Maintain a clean, organized appearance at the front entrance, vestibule, and the visitor waiting area. Keep the entrance, interior hallways and stairways clear. Contact Director of Maintenance and Facilities as needed.
Ensure exterior entrances and stairways are clear. Contact the Director of Maintenance and Facilities as needed for snow/ice removal or other building obstacles that may occur.
Maintain the reception closet; provide instructions/training to front desk staff.
Empty trash from the front desk area; dispose of trash in the dumpster. Contact the Director of Maintenance and Facilities as needed.

Train, Schedule and Supervise Front Desk Personnel

Hire, train and supervise new receptionists per established procedures.
Schedule receptionists to ensure evening, weekend and call-out coverage, coverage for monthly All-Staff meetings, and special occasions as needed.
Ensure that communication between reception staff occurs at the beginning and end of each shift.
Ensure that receptionists receive timely notification of policy changes, organization events/gatherings, etc.
Check for accuracy, approve and submit reception staff timesheets for bi-weekly payroll processing.

Manage the Office

Order, monitor, and maintain office supplies and inventory.
Manage incoming and outgoing mail and packages for staff and residents; ensure packages are properly stored and staff are notified.
Orient new employees to standard office practices, per established procedures.
Maintain In/Out Magnet board; remind staff to update board; know daily staff in/out status.
Manage lists and notices: office supplies list, staff extensions, staff schedules, birthdays, front desk notices, etc.
Initiate and maintain an Office Procedures Manual.

Qualifications

Successful candidates must demonstrate the following qualifications:

Passion for Abby’s House mission and values.
Minimum of 1–2 years’ experience working with vulnerable populations.
Proven customer service and strong administrative experience.
Ability to build appropriate rapport to uphold professional boundaries and maintain confidentiality.
Collaborative demeanor, with excellent interpersonal and active listening skills.
Ability to handle multiple tasks and deal calmly and effectively with at-times stressful situations.
Excellent verbal and written communication skills.
Reliable and on time.
Team oriented.
Interest and ability to actively empower others.
Open to feedback and taking directions.
Ability to lift to 50 pounds.
Associates degree required.
Competency in Microsoft applications including Word, Excel, and Outlook.
First Aid, CPR and NARCAN certification preferred, or willingness to be trained.
Ability to speak more than one language a plus.

Abby’s House is committed to growing its understanding of and practice around Diversity, Equity, Inclusion, and Anti-Racism in all of the organization’s activities, programs, practices and services. Staff are an integral part of this evolving practice. We also are a Trauma Informed organization and as such, Abby’s House encourages applicants with lived experience who are well-grounded in their own recovery and who have ample capacity for reflective thinking and learning.

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