Front Desk Clerk in Washington, District of Columbia at Horning Management LLC Corporation

Position Summary

The Front Desk Clerk is the first point of contact for residents, guests, vendors, and visitors at Pentacle. The role delivers high-quality customer service in a luxury residential environment, performs front-of-house administrative and clerical duties, supports access control and visitor management, and partners with the Property Manager, on-site maintenance team, and on-site security to maintain a safe, welcoming, and well-run property.

This is a highly visible, resident-facing position that directly influences resident satisfaction, retention, and the overall reputation of the property. The Front Desk Clerk works under the direction of the Property Manager and supports the broader on-site team in delivering consistent, professional service throughout each shift.

Key Responsibilities

A. Resident and Guest Experience

• Greet and welcome residents, guests, vendors, and visitors warmly and professionally at all times.
• Address resident questions, requests, and concerns promptly. Escalate to the Property Manager or appropriate team member when issues require additional attention.
• Maintain a polished, professional presentation of the front desk area and lobby, including ensuring necessary supplies (forms, pens, paper, brochures) are stocked and visible.
• Build positive relationships with residents through consistent, courteous interactions that reflect the standards of residential property.

B. Front Desk Operations

• Answer all incoming calls professionally, redirect calls to the appropriate team member, and take accurate messages when needed.
• Receive, log, and distribute mail, packages, and deliveries in accordance with property procedures. Notify residents of package arrivals through designated channels.
• Prepare outgoing mail and parcels, including drafting routine correspondence and coordinating courier or shipping pickups when needed.
• Check, sort, and forward emails to the appropriate team member. Respond to routine inquiries directly within the scope of the role.
• Monitor office and front desk supply levels and place orders as needed with Property Manager approval.

C. Access Control, Visitor Management, and Safety

• Verify visitor identities and confirm authorization with residents prior to granting access, in accordance with Pentacle access control procedures.
• Maintain accurate visitor and vendor sign-in logs.
• Coordinate with on-site security staff regarding visitor flow, suspicious activity, and any incidents requiring escalation.
• Observe and report property safety, maintenance, and cleanliness issues to the maintenance team and Property Manager.

• Follow established procedures for emergency events, including fire alarms, medical incidents, weather-related disruptions, and resident lockouts.

D. Administrative and Recordkeeping Support

• Maintain accurate records and files, including visitor logs, package logs, work order intake logs, and resident communication records, in accordance with Horning policies and applicable privacy requirements.
• Enter and update information in property management software (Yardi or equivalent) as directed.
• Provide clerical and administrative support to the Property Manager and Assistant Property Manager, including filing, scanning, copying, and assembling resident packets.
• Support the leasing and recertification process through basic intake, document collection, and resident referrals to the appropriate office staff member.
• Perform other duties as assigned by the Property Manager.

Required Qualifications

• High School Diploma or GED required.
• Minimum one (1) year of related experience in customer service, hospitality front desk, or administrative office support.
• Working knowledge of front desk, administrative, and office procedures.
• Strong customer service skills with a demonstrated professional, courteous presence in resident-facing or guest-facing environments.
• Strong written and verbal communication skills.
• Strong listening skills with the ability to understand resident needs, ask appropriate clarifying questions, and follow through reliably.
• Proficiency in Microsoft Office (Outlook, Word, Excel) and comfort using standard office equipment (computer, telephone, multi-line phone system, printer, copier, scanner).
• Strong organizational and time-management skills, with the ability to manage multiple priorities while maintaining consistent performance.
• Strong conflict-resolution skills with the ability to remain composed under pressure and de-escalate sensitive resident or visitor situations.
• Detail-oriented with reliable, accurate record keeping practices.
• Ability to work assigned shifts, including evenings, weekends, and holidays as required by property staffing needs.

Preferred Qualifications

• Two (2) or more years of front desk, concierge, or hospitality experience in a luxury residential, hotel, or Class A office environment.
• Experience with property management software (Yardi preferred).
• Experience using package management platforms (LuxerOne, Package Concierge, Amazon Hub, or similar).
• Bilingual (English / Spanish) a plus.
• Familiarity with access control systems and visitor management platforms.
• CPR and basic first aid certification a plus.

Physical Demands & Work Conditions

• Must be able to remain in a stationary position (standing and / or seated) more than half of the time.
• Must be able to spend timewalkingthe immediateofficeareas more than half of the time.
• Must be able to position oneself (kneel, crouch, bend) to retrieve packages or files less than half of the time.
• Constant use of hands, fingers, and wrists for typing, phone use, and operating office equipment.
• Spends substantial time viewing computer monitors.
• Must be able to identify and distinguish between colors (visitor badges, package labels, access credentials)all ofthe time.
• Must be able to maneuver (lift, move, carry, slide) packages and supplies weighing 15 to 40 pounds.
• Workarea is climate-controlled (heat and air conditioning) more than half of the time.
• Limited outdoor exposure (lobby vestibule, package pickup zones) less than half of the time.
• Not exposed to hazardous or chemical materials. Does notoperateheavy machinery.