Job Description:

Title:   Front Desk Manager

Division: Affordable Housing - PSH

OT Status: Exempt

Reports to: Regional Manager

Revision date: New 09 2026

Management Level / Supervises: Manager/Front Desk Supervisor

PURPOSE     

According to prescribed policies and procedures of the organization including all applicable state, federal and accreditation regulations and under the general supervision of the Regional Manager, the Front Desk Manager is accountable for staffing, performance, employee development, service and safety standards, policy and regulatory compliance, and operational improvement across locations. This role collaborates with internal partners and provides after-hours leadership to support safe, efficient, professional, and service-oriented front desk operations.

ESSENTIAL FUNCTIONS

• Provide leadership and direction to Front Desk Supervisors by establishing performance expectations, monitoring operational results, coaching on performance management and operational expectations, conducting 90-day and annual evaluations, and holding supervisors accountable for completing evaluations and effectively leading their assigned Front Desk Clerks across multiple sites.

• Oversee staffing and scheduling across multiple locations by establishing coverage expectations, reviewing schedules for operational efficiency, addressing coverage gaps that cannot be resolved at the site level, maintaining appropriate staffing levels, and controlling overtime costs; Front Desk Supervisors are responsible for routine scheduling for their assigned teams.

• Manage hiring, onboarding, corrective action, and employee development for Front Desk Supervisors; establish training standards for Front Desk Clerks; and partner with supervisors on hiring, onboarding, training, corrective action, and development for their assigned teams.

• Ensure Front Desk Supervisors consistently apply organizational policies and procedures, and evaluate front desk operations for compliance with applicable federal and state laws, accreditation standards, and funding requirements; address identified gaps through coaching, corrective action, process improvement, and collaboration with appropriate internal stakeholders.

• Establish and monitor front desk standards for hospitality, professionalism, safety, efficiency, and superior customer service, and ensure Front Desk Supervisors promptly address safety, service, and operational concerns affecting residents, guests, employees, or front desk continuity.

• Monitor front desk records, including desk logs, checklists, and contractor and guest registers, to assess compliance, identify operational trends, and ensure corrective actions are implemented when needed.

• Coordinate with supportive services, property management, and health services leadership to align front desk operations with resident needs, site priorities, and service-delivery expectations.

• Participate in the department’s on-call rotation, provide leadership during after-hours operational issues, and provide direct front desk coverage only when the applicable Front Desk Supervisor has exhausted available replacement options.

• In coordination with the Regional Manager, oversee the development, periodic review, and revision of front desk manuals to maintain consistent and current operating procedures across multiple sites.

• Represent front desk operations in required organizational meetings and court proceedings, as directed, and communicate relevant outcomes and required follow-up to Front Desk Supervisors.

EXPECTATIONS

• Must adhere to all policies, procedures, terms and conditions set forth in the National Church Residences’ Employee Information Guide (EIG), the Code of Conduct, as well as any facility handbook, including but not limited to, corporate compliance, drug free workplace, safe work practices, all federal, state, local regulations and laws.

• With respect to Resident Rights, ensures all care is provided with respect and dignity for the residents/clients, their families and the staff. Reports all complaints made by residents/clients and/or families to the appropriate supervisors, reports all allegations of abuse, misappropriation of funds/resident property and/or any other corporate compliance, drug free workplace, safe work practices, all federal, state and local regulations and laws.

• Completes all annual education requirements timely, including but not limited to Compliance, Privacy, Security and HIPAA training and exhibits behavior as set forth by the Code of Conduct in the performance of their duties.

• Performs other duties as assigned.

JOB SPECIFICATION SHEET— Front Desk Manager

Education: High School Diploma or equivalent required.  Associates degree preferred

Experience:       2 years of supervisory experience preferred.

Mental:             Must have excellent communication, comprehension, and interpersonal skills.  Must have the ability to speak, read, write and understand English, as well as the ability to make self-understood.

Skills:   

• Knowledge of and commitment to National Church Residences’ Permanent Supportive Housing philosophy, programs, and service model.
• Strong written and verbal communication skills, including the ability to communicate expectations, provide feedback, and collaborate effectively with employees, residents, and organizational partners.
• Analytical and problem-solving skills, including the ability to interpret operational information, identify trends, and make sound decisions.
• Strong organizational and time-management skills, with the ability to prioritize competing demands and coordinate operations across multiple locations.
• Proficiency with word-processing, spreadsheet, database, scheduling, and other systems used to support front desk operations and reporting.
• Ability to lead and work effectively with individuals from varied backgrounds and with differing needs while maintaining respect, dignity, and equitable service standards.
• Knowledge of the needs and service considerations associated with mental health conditions, homelessness, and other barriers experienced by Permanent Supportive Housing populations.
• Ability to establish and maintain clear, professional boundaries while exercising sound judgment and discretion.
• Ability to build collaborative relationships and lead effectively within cross-functional teams.
• Demonstrated professionalism, integrity, accountability, and composure in routine and high-pressure situations.

Travel:                 Rare, up to 25%

Licensure:           N/A

Vision:              Normal: Consistent with standard workflow.

With respect to said job description, estimate the daily time spent performing the following activities.

Rare ( R) = 0-24%; Sometimes ( S) = 25-49%; Frequent ( F) = 50-74%; Continuous ( C) = 75% plus

R = Climbing                                   R = Stooping                      Lifting / Carrying;              S = 10-25 lbs.

S = Standing                                   R = Pushing                                                                  S = 26-50 lbs.

F = Sitting                                       R = Pulling                                                                   R = 51-75 lbs.

S = Walking                                    R = Driving                       `                                         R = 76 plus lbs.

Working Conditions:                      Works in an office based setting performing tasks in varied settings that may include office spaces, common areas, and outdoor areas, with exposure to some disagreeable conditions such as odors, illness, infection and physical contact with residents.

Consequences of Errors:                Low monetary responsibility.

Supervision Received:                 General supervision:  Employee generally operates by himself/herself checking with supervisor when in doubt.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ancestry, military status, disability, genetic information and/or any other characteristics protected by applicable law.