Concierge-Weekend Day Shift

The primary role of the Concierge is to serve as the first point of contact for visitors, residents, and incoming sales inquiries. The Concierge plays a vital role in creating a welcoming and friendly atmosphere, ensuring that all interactions are handled efficiently and professionally. Responsibilities will include answering phones and managing all phone calls including incoming sales inquiries and directing them to the appropriate personnel.

DUTIES AND KEY RESPONSIBILITIES:

Reception and Greeting:

1. Welcome visitors, prospective residents, and family members with a warm and courteous demeanor.
2. Answer incoming phone calls promptly and professionally with the approved company greeting, screen all calls before transferring to the appropriate person or department.
3. Take accurate messages as necessary.
4. Provide general information about the assisted living community and its services to callers and visitors.
5. Monitor all visitors, third party providers and residents and ensure that they sign in and out of community.
6. Operate and use appropriately the radio communications system.
7. Accept /sign for overnight packages and call department to inform them of the delivery.
8. Make PA announcements as required by administration.
9. Wear proper and clean company uniform.

Sales Inquiry Handling:

1. Receive incoming sales inquiries, whether by phone or in-person visits.
2. Use pre-established guidelines to determine the appropriate staff member to handle each sales inquiry.

Administrative Support:

1. Assist with administrative tasks, such as maintaining the visitor log, managing incoming and outgoing mail, Sort and distribute interoffice mail.
2. Ensure that the front desk area and lobby is tidy and presentable.
3. Accept monthly Resident rent checks on behalf of the accounting office.
4. Accept maintenance work orders.

Resident and Guest Support:

1. Engage with prospective residents and their families to understand their needs and interests.
2. Provide assistance to residents and their families with their inquiries, requests, and concerns.
3. Offer guidance and information on community activities, events, and amenities.
4. Help coordinate transportation for shopping, doctor appointments, banking and activity trips and maintains concierge handbook.
5. Make trip reminder calls to residents as directed by Director of Resident Services and/or Director of Recreation
6. Performs other duties and/or assists in other departments as assigned by Supervisor, Executive Director or Manager on duty.

Emergency Response:

1. Follow established protocols to handle emergency situations, including contacting the appropriate team members, emergency services, or family members.
2. Knowledge of security/fire alarm systems and procedures.
3. Monitor security and emergency call systems.
4. Knowledge of appropriate response to emergency situations.
5. Maintain home base at the front desk during an emergency.

Adherence to Policies and Regulations:

1. Comply with all organizational policies, procedures, and regulations, including privacy and confidentiality guidelines.
2. Stay updated with information related to the assisted living community's services.

Overnight Concierge Responsibilities

(These duties apply only to the Overnight Concierge shift)

1. Maintain thorough familiarity with facility fire procedures and act in a supervisory capacity during an emergency.
2. Secure all outside doors and lock entrances according to the Security Manual.
3. Between 9:00 p.m. and 10:00 p.m., turn off designated lights in common areas. Upon arrival of the morning receptionist (7:00 a.m. – 8:00 a.m.), tour the building and turn on appropriate lights. Report lighting outages to the Maintenance Department.
4. Report maintenance issues to the Maintenance Department. Respond to minor maintenance emergencies during off-hours (e.g., small leaks, minor bathroom stoppages).
5. Assist Resident Services staff with resident emergencies.
6. Remain fully familiar with the “How To” book to ensure proper handling of any emergency situation.
7. Complete any assignments given by the Director of Administrative Services, Executive Director/General Manager, or Manager on Duty.
8. Maintain the daily security log, accurately documenting all unusual occurrences during the shift.
9. Monitor all security and surveillance systems and respond appropriately to any situation.
10. Observe resident movement entering or exiting the building and notify Resident Services of any unusual activity.
11. Answer incoming phone calls in accordance with company policy.

QUALIFICATIONS:

1. High school diploma or equivalent is typically required.
2. Previous experience in concierge/reception, customer service, hospitality, or sales-related roles is preferred.
3. Must be able to listen attentively to residents' requests and preferences, ensuring exceptional customer service.
4. Must be able to speak, read, and write in English, which is the predominant language of a majority of our residents.
5. Must be emotionally, mentally and physically able, with or without reasonable accommodations, to provide required services to residents, including verbally communicating with residents.
6. Strong interpersonal skills to interact with residents, visitors, and staff in a friendly and professional manner.
7. Ability to speak and hear in person and on the phone.
8. Strong organizational and time management abilities to handle multiple tasks  effectively.
9. Proficient typing skills and in using computer systems, including word processing, email, and database software.
10. The ability to use computers, phones, and other office equipment efficiently is essential.
11. Compassionate and patient demeanor when dealing with prospective residents and their families.
12. Ability to maintain a high level of confidentiality and discretion.

Qualifications for Overnight Concierge:

1. At least two (2) years experience as an overnight Concierge or a Security Guard.
2. Must be eligible and certified for the special security guard license as required by the State of community if applicable.