Job Title: Front Desk Manager
Location: British International School of Chicago, South Loop
Job Purpose:
- Lead the front desk team to ensure we provide a high-quality service to all stakeholders
- Manage and coordinate Whole School Calendar
- Carry out any other tasks as seen fit by the Principal and SLT
Key Responsibilities:
Front Desk Operations and Leadership
While leading and managing the Front Desk team, the Front Desk Lead is also expected to work as an active member of the Front Desk function. This includes regularly staffing the reception desk, welcoming visitors, responding to enquiries, managing calls and communications, supporting attendance processes, and providing operational cover during peak periods, staff absences, and school events. The role combines strategic oversight with day-to-day frontline service delivery to ensure a consistently high standard of customer experience and operational excellence.
Whole School Calendar Management
1. Calendar Management
- Manage and maintain both the Whole School Staff Calendar and Parent-Facing School Calendar, ensuring accuracy and timely updates.
- Coordinate annual and termly calendar planning across all school departments, balancing academic, operational, and community events.
- Liaise with department leaders to schedule events, minimize overlaps, and ensure effective use of school resources.
- Oversee the approval and communication of calendar updates to staff and parents through appropriate channels.
- Monitor key school dates, assessments, reporting periods, parent events, and professional learning activities to ensure alignment across the school.
- Serve as the primary point of contact for calendar queries, changes, and ensuring alignment across school activities and events.
Line Managing the Front Desk
Responsibilities will include (but are not limited to):
1. Front Desk Staff Supervision
- Oversee and manage front desk staff.
- Schedule shifts and ensure adequate coverage during school hours, including arranging cover for absences.
- Conduct regular performance evaluations and provide feedback and training.
2. Visitor Management
- Ensure all visitors are greeted warmly and assisted promptly.
- Oversee the check-in and check-out process for visitors, ensuring security protocols are followed.
- Handle escalated issues or complaints from visitors that front desk staff cannot resolve.
3. Communication Oversight
- Supervise the management of incoming calls, emails, and other communications.
- Ensure accurate and timely routing of messages and inquiries to the appropriate departments or individuals.
- Develop and enforce protocols for communication management at the front desk.
4. Office Management
- Oversee the organization and cleanliness of the front desk and surrounding area.
- Ensure that front desk supplies (e.g., office supplies, visitor badges) are stocked and organized.
- Coordinate with site team for any necessary repairs or cleaning.
- Maintain MAC standards for visual appearance, brand and communications for the reception area.
5. Training and Development
- Provide ongoing training to front desk staff on customer service, school policies, and emergency procedures.
- Develop and update training materials and protocols for front desk operations.
- Mentor and support staff in developing their skills and professional growth.
6. Security and Safety Management
- Ensure that front desk operations align with the school's security and safety policies.
- Oversee the distribution and management of ID passes and badges for staff, students, and visitors.
- Respond to and manage emergency situations at the front desk, coordinating with security and administration as needed.
7. Coordination with School Departments
- Act as a liaison between the front desk and other school departments to ensure smooth communication and operations.
- Work closely with the administration to implement policies and procedures at the front desk.
- Ensure that the front desk is informed of all school events, schedules, and changes.
8. Attendance and Record Keeping
- Oversee the accurate recording and monitoring of student attendance.
- Ensure that visitor logs and other records are maintained accurately and securely.
- Provide reports on front desk activities, visitor trends, and staff performance as required by school administration.
9. Customer Service Excellence
- Ensure that front desk staff maintain a high standard of customer service in all interactions.
- Develop and implement customer service guidelines and best practices.
- Handle complex or sensitive inquiries and complaints, ensuring they are resolved efficiently or escalated to the correct person.
10. Budget and Resource Management
- Manage the budget for front desk operations, office supplies, and related resources.
- Oversee inventory and ensure adequate supplies are available to support daily operations.
- Review and approve purchase requests for front desk and office supplies, forwarding approved requests for final authorization where required.
- Monitor resource usage and expenditures to ensure cost-effective and efficient operations.
11. Technology and Systems Management
- Oversee the use of front desk technology, such as phones, computers, and visitor management systems.
- Ensure that front desk staff are trained in the use of relevant software and systems.
- Work with IT to troubleshoot and resolve any technical issues.
12. Event and Appointment Coordination
- Coordinate with other departments (including MAC) to ensure that front desk staff are informed of upcoming events.
- Ensure that front desk operations are aligned with the needs of school events, such as parent-teacher conferences or open houses.
13. Mail & Package Management
- Receive, log, and manage all incoming physical mail, courier deliveries, and packages, ensuring items are securely handled and distributed to the appropriate recipients in a timely manner.
14. Parent Check Processing
- Receive physical checks from parents at the Front Desk and accurately record them in the designated register in accordance with school procedures, ensuring all checks are properly documented and accounted for before being transferred to the Finance Department for processing.
15. Policy Implementation
- Ensure that front desk operations adhere to school policies and procedures.
- Communicate any changes in school policies to front desk staff and ensure their implementation.
- Develop and update front desk policies as needed, in consultation with school administration.
OTHER CONDITIONS
Applicants must have permission to work in the USA.
At Nord Anglia Education we are committed to providing a world-class, safe, happy environment in which children and young people are able to thrive and learn. We are committed to safeguarding and promoting the welfare of all our pupils irrespective of race, ability, religion, gender, or culture.
All post holders in regulated activity (having regular unsupervised contact with children) are subject to appropriate national and international vetting procedures including satisfactory criminal record checks from both Country of residence/birth and any Country of residence within the last 10 years.
Pay: $45,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
