Position Description

105 Gibson Centre (105GC) is a faith-based community care centre, established by the Toronto Christian Community Church (TCCC) in 2013. Striving towards equity, belonging and wholeness, our vision is to be good neighbours who provide hope in God, transforming people by building an inclusive, caring and engaged community together with local partners. Our mission is to serve the local and those in need, and to share with them the compassion and hope of Jesus (Luke 4:18, Micah 6:8).

Job Type:  Part-Time (30 hours per week)

Reporting structure

This is a management position, reporting to the Services Support Director. 

Position Summary

The Front Desk Manager is responsible for overseeing the daily operations of the front desk, ensuring that all visitors, clients, and users have a positive and seamless experience when interacting with the centre. This position is integral to the overall operations of the centre, providing customer service, managing administrative tasks, and supervising Hospitality staff and volunteers. The Front Desk Manager ensures that the front desk is organized, welcoming, and efficient, supporting the centre’s mission, services and programs.

Qualifications

Personal Qualifications:

• Subscribe to TCCC's Tenets of Faith and 105GC's vision, mission and values. Kingdom-minded, with the best interest of TCCC and 105GC in mind always instead of only focusing on own role and responsibilities.
• Committed and spiritually matured disciple of Christ.
• Passionate in serving people of all ages, ethnicity, culture, background and needs.
• A customer-service-oriented mindset with a commitment to creating a positive and welcoming environment.
• Ability to maintain confidentiality and handle sensitive information.
• Positive attitude, with a strong sense of initiative and attention to detail.
• Flexibility to work evenings or weekends as needed, based on centre’s services and programming.
• Fluent in written and oral English. A good command of Cantonese and Mandarin an advantage.

Education and Experience Qualifications:

• Demonstrated capabilities to apply Biblical and moral principles in real-life situations.
• Education: High school diploma required; Associate’s or Bachelor’s degree in Administration, Non-Profit Management, or a related field is preferred.

Experience:

• Minimum of 2-3 years of experience in a front desk, customer service, or administrative role, preferably in a non-profit or community centre environment.
• Previous experience in supervising staff or volunteers is an asset.

Skills:

• Excellent communication and interpersonal skills, with the ability to engage and assist a diverse group of centre users.
• Strong organizational and time-management skills, with the ability to multitask and prioritize in a fast-paced environment.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and other office software (e.g., Google Workspace, scheduling platforms).
• Ability to work collaboratively as part of a team while also being able to handle tasks independently.
• Strong problem-solving skills and the ability to address customer service issues in a calm, effective manner.

Leadership and Teamwork:

• Ability to inspire and manage volunteers, delegating tasks effectively and fostering a collaborative environment.
• A team player with the ability to work closely with staff, volunteers, and centre users.

Duties and responsibilities

Visitor, Client and User Engagement:

• Serve as the first point of contact for visitors, clients, and users, providing a warm and welcoming environment.
• Greet and assist visitors with information about available programs, services, and upcoming events.
• Answer phone calls, emails, and in-person inquiries, ensuring that all questions are addressed in a timely and professional manner.
• Provide general information and direct visitors to appropriate staff or program areas within the centre.

Administrative & Operational Support:

• Manage front desk operations, including overseeing client check-ins, scheduling appointments, and managing program registrations.
• Maintain accurate records for program sign-ups, participant attendance, and client data, ensuring confidentiality and compliance with organizational policies.
• Handle incoming and outgoing mail, packages, and deliveries, ensuring proper distribution to relevant staff or departments.
• Assist with data entry and maintain accurate filing systems for client records and administrative documents.

Front Desk Staff Supervision:

• Supervise and provide direction to Hospitality staff, volunteers, and interns, ensuring that they provide excellent customer service and support the daily operations of the centre.
• Train and onboard new Hospitality team members on procedures, customer service standards, and use of relevant software and systems.
• Develop staff schedules to ensure the front desk is adequately staffed during business hours.
• Monitor front desk operations and address any performance issues or concerns with staff.

Facility & Equipment Management:

• Ensure that the front desk area is organized, clean, and well-stocked with the necessary materials (e.g., brochures, flyers, signage).
• Monitor and manage office supplies for the front desk, coordinating reorders when needed.
• Ensure that any facility-related issues (e.g., maintenance, cleanliness) are reported and addressed promptly.

Event & Program Coordination:

• Assist with the coordination of community events, classes, and programs, ensuring that registration, participant lists, and logistical details are accurately managed.
• Support event staff in preparing event spaces, handling attendee check-ins, and assisting with event logistics.
• Provide administrative support to program managers and coordinators by ensuring smooth registration and attendance tracking.

Customer Service & Problem Resolution:

• Handle customer complaints or concerns with professionalism and care, striving to resolve issues efficiently and maintain a positive environment for clients and visitors.
• Ensure that all staff follow best practices for customer service and are equipped to handle visitor inquiries effectively.
• Regularly solicit feedback from clients to improve services and identify opportunities for enhancing the visitor experience.

Reporting & Data Management:

• Track and report on daily front desk activities, including program registrations, visitor traffic, and inquiries.
• Assist with compiling reports related to program attendance, staff hours, and customer service feedback for internal use.

Other duties assigned by 105GC management from time to time.

Expected Work Schedule                                                           

• The position may require occasional evening and weekend hours to support community programs and events.
• Fast-paced, team-oriented environment with a strong emphasis on community service and engagement.
• Office-based at the centre, with occasional travel or off-site events as needed.

Responsible departments and functions

• Front Desk Hospitality Team

Application

Interested candidates please apply with a covering letter and full resume to:

Human Resources
105 Gibson Centre
105 Gibson Drive, Markham, ON L3R 3K7
Email: HR@105gibson.com

Applications deadline: January 31, 2025.

We thank all applicants, however, only those considered for an interview will be contacted.