Lead Front Desk Associate - Metropolitan

What You'll Actually Do

Metropolitan is a residential high-rise in Dallas, and the front desk is its operational nerve center. As Lead Front Desk Associate on the 3:00 PM to 11:30 PM shift, you're the person residents see when they come home from work, when a package goes missing, when a guest needs to be cleared, and when something goes sideways after the management office has closed for the day. You set the tone for the building's hospitality experience during its busiest hours.

The lead designation matters here. You're not just covering a post. You're guiding a team of Front Desk Associates through their shifts, reinforcing service standards, helping new hires find their footing, and flagging operational gaps to onsite management. When a resident escalates a concern at 9 PM, you're the one who owns the resolution process. When the front desk log needs to be accurate and complete, that's on you.

Day-to-day, the work covers a wide band of responsibilities:

• Personalized resident and guest service, including handling escalated concerns with professionalism and follow-through
• Coordinating visitor registration, package management, and vendor access
• Managing incoming calls, emails, and resident service requests
• Maintaining accurate records, reports, and administrative documentation
• Training and onboarding new front desk staff and reinforcing operational procedures
• Communicating shift updates clearly to team members and management

What You Bring

Strong candidates for this role come from hospitality, concierge, or high-touch residential service backgrounds. You already know how to read a room, de-escalate a frustrated resident without making it personal, and keep your desk organized when four things are happening at once. The lead component means you've also shown some capacity for guiding others, whether formally or informally.

• Demonstrated customer service or hospitality experience, preferably in a residential or hotel setting
• Comfort with administrative tasks: logging, reporting, correspondence, records management
• Experience mentoring or supporting peers in a team environment
• Strong written and verbal communication skills
• Ability to handle escalated situations calmly and find service-oriented solutions
• Organized, accountable, and reliable during evening hours

Context Worth Knowing

Action Property Management has operated since 1984 and grown into the largest privately held HOA management company in the West, serving more than 300 communities across nine offices. Metropolitan sits within that portfolio as a high-rise residential property, a setting where the front desk carries more operational weight than in a garden-style or low-density community. Residents in high-rise buildings interact with front desk staff constantly, which means service consistency directly affects how people feel about where they live.

The evening shift at a building like this requires real self-direction. Management isn't always reachable. Situations come in without warning. What separates a strong Lead Front Desk Associate from an average one is the ability to handle those moments without waiting to be told what to do, while still keeping leadership informed and the team steady. Compensation for this role runs $27.00 to $28.00 per hour.