Summary: The Reception and Front Desk Concierge is responsible for welcoming and providing exceptional service to foundation guests, in person, on the phone and via email. In addition, they will collaborate with the Real Estate team and security staff to ensure the safety and wellbeing of guests and application of related policies and procedures.

Responsibilities and Expected Outcomes

Community Services:

• As an ambassador of the organization and often the first point of contact for visitors, greet guests and vendors in a timely and courteous manner with a high-level focus on customer service to ensure the highest level of customer service and that the foundation is consistently well represented.
• Effectively manage multi-line switchboard and accurately direct incoming calls in a fast-paced environment to expedite communication between internal and external constituents.
• Serve as primary administrator of the web-based visitor management system; assist staff and guests with use; monitor daily visitor invites and sign-ins; maintain staff roster; serve as liaison with guest registration system vendor; troubleshoot and resolve system issues and interruptions.
• Respond to general inquiries and provide accurate information to the community about the Cleveland Foundation and its programs and Midtown area amenities.
• Proactively monitor, update, and troubleshoot reception technologies and equipment to ensure apps, devices, etc. are readily available.
• Train reception relief team to ensure the foundation is consistently well represented to colleagues and guests and to ensure the team properly executes reception tasks and functions.
• Develop and maintain accurate training and reference resources for the reception relief team.

Safety & Security:

• Monitor and manage visitor and guest access in line with established reception and security protocols. Strictly follow all safety and security guidelines. Promptly report any security breaches or concerns to Building Security and inform the Real Estate Leadership team to ensure timely and effective communication. If necessary, contact building security or emergency services.
• As directed, test reception security procedures collaboratively with colleagues, reporting outcomes to the entire Real Estate Leadership team.

Front Desk & Operations Team Support:

• Monitor Building Operations/Guest Services Request System. Prioritize and address daily staff requests for service, support, and supplies to ensure the productivity of the organization.
• Receive, coordinate, track and reconcile deliveries to ensure accurate records and adherence to budget.
• Provide prompt and accurate invoice processing for approval through the accounts payable workflow, serving as a backup when needed.
• Manage access credentials for various technologies, adhering to cyber security policies.
• Inventory and replenish reception and kiosk supplies.
• Provide oversight and management of the building operations and guest services content on Microsoft Teams and TCF@Work.
• Actively participate in identifying new methods and approaches to ensuring an efficient, productive, safe, and secure work environment.
• Maintain an accurate staff roster and important contact numbers on the reception back-up cell phone
• Provide project and facility management support to the Real Estate team and other departments (as approved by the Manager, Venue and Guest Services) to strengthen the productivity and smooth operation of the organization.

Essential Qualifications, Credentials and Technical Skills required

• High school diploma or GED. Other credentials always welcome.
• 3-6 years of receptionist experience, including switchboard operation, customer service. Experience interacting with safety and security staff helpful.

Technical Skills:

• Proficient in Microsoft Word, Excel, PowerPoint, Teams and Outlook.
• Basic proficiency in web-based programs and applications.
• Demonstrate proficiency in using office equipment, including multi-line phone systems, photocopiers, and scanners.
• Navigate and operate scheduling and reservation software efficiently to manage appointments and events.
• Maintain expertise in basic computer skills, including Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Familiarity with CRM systems or databases for client and visitor management is preferred.
• Quickly adapt to new software and technology tools relevant to front desk operations.
• Troubleshoot minor technical issues independently or escalate them appropriately to the IT team

Other Qualities and Skills for Critical for Success:

• Desire to learn and become proficient in new technology platforms.
• Demonstrated customer service orientation and an ability to interact confidently and effectively with people of diverse cultural and socio-economic backgrounds.
• People-person with friendly and energetic personality.
• Enjoys interacting with the public and colleagues.
• Responsive, service-first approach, with the ability to respond promptly, professionally and effectively to staff and a variety of guests or callers including board members, donors, grantees, and community members.
• Exceptional interpersonal, verbal, and written communication skills.
• Demonstrated reliability, detail orientation, flexibility, and ability to coordinate several tasks simultaneously.
• The ability to handle confidential and sensitive information discreetly.
• Keen observation skills and persistent awareness of surroundings.
• Familiarity with or interest in Cleveland, its neighborhoods, companies, and anchor institutions with knowledge of the non-profit sector.
• Desire to work for an organization that serves the community.
• Passion for and commitment to diversity, equity and inclusion across all areas of work.
• Reports to:  Manager, Venue & Guest Services
• Work Structure:  On-site, 5- days a week

Our Commitment to Equal Opportunity & Diversity, Equity and Inclusion

The Cleveland Foundation exists to enhance the quality of life for all citizens of Greater Cleveland. The ability to carry out our mission and to foster our commitment to diversity, equity, and inclusion can best be pursued if our workforce, grantees, donors, partners, and governing body are inclusive of individuals of diverse backgrounds, beliefs, and perspectives.

We believe that diversity encompasses, but is not limited to, age, color, education, ethnicity, family or marital status, gender, gender identity or expression, language, national origin, physical and mental abilities or characteristics, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and/or other characteristics that make an individual unique.

The Cleveland Foundation is committed to equal employment opportunities for all, and our policy is to ensure that employees are selected, developed, retained, and promoted based on the individual’s ability and job performance, and without regard to that individual’s status or characteristics protected by federal, state or local law.

Pay and Benefits

The foundation’s compensation program estimates a minimum annual salary of $45,000 for this position, with flexibility to adjust based on the candidate’s educational background, professional experience, community involvement, and overall qualifications.
The foundation offers an exceptional benefits package, including medical, dental, vision, identity theft, and life and disability coverage, a comprehensive wellness program, an employee assistance program, a fully vested 403(b) retirement plan, ten paid holidays, and, for non-exempt positions, 10 days of vacation and 12 sick days, prorated the first year of service based on the date of hire.

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