CONCIERGE

Description

• Answers incoming calls, both internally and externally, in a warm, pleasant and professional manner
• Ensures that all messages are relayed promptly to the intended person
• Maintains current visitor log
• Greets all visitors, residents, family members and associates in a warm and inviting manner on the phone and by standing and walking around the desk for anyone entering the community
• Ensures that the reception areas are clean, hospitable, and inviting.

Essential Functions:

• Must possess a passion to work with and around senior citizens
• Ensures the compliance of all concierge team standards and first impression captain standards for the community entrance from the driveway entrance (s) through the lobby
• Responsible for creation and maintenance of resident face sheets utilizing the Yardi system
  o Inputs resident information for faces and uploads resident photograph
  o Updates information as it changes and ensures updated face sheet is distributed to all appropriate locations
• Current resident face sheets should be kept in the following locations: Van Book, Resident Medical Record, Business Office File and the Emergency Book
• Inputs data related to resident assessments into the Yardi system as directed by the Executive Director and Director of Resident Care
• Inputs all work orders received into the Direct Supply TELS system
• Ensures all issues or concerns related to an inviting environment and hospitable atmosphere are shared with the First Impressions Captain, Director of Maintenance and Executive Director. This includes, but is not limited to:
  o Driveway entrance (s)
  o Roadway to community entrance
  o Front Porch/Entry
  o Lobby
  o Hospitality Room
  o Reception Area
• Ensures proper “Show Ready” appearance of all areas listed above.
• Possess and maintain knowledge of the community, its benefits, service provided, the residents and associates
• Be able to assist the Dir. of Community Relations and/or Dir. of Sales with inquiries when necessary
• Assists Business Office Manager with administrative support as needed including, but not limited to:
  o Executive Director Credit Card Summary
  o Petty Cash Maintenance and Reconciliation
  o Deposits into Yardi
  o Checkbook Maintenance
  o Purchase journal at end of month
  o Key in Accounts Payable
• Offers refreshments to visitors and make them feel welcome and comfortable
• When interacting with residents and/or family members, is mindful of the Residents’ Rights to Privacy
• Coordinates appointments for residents requesting transportation, hairdressing, or other services – keeping accurate records pertaining to resident charges for such services
• Collects the residents’ mail and prepares it for distribution.
• Performs community mail duties such as receiving and sending packages
• Assists with preparing community brochure packets when necessary and keeps an ample supply at the reception area
• Keeps interaction with co-workers to a minimum maintaining professionalism in lobby area
• Assist the community Executive Director and/or other departments with additional administrative duties as assigned by supervisor
• When using a company computer follows company guidelines on proper computer usage
• Dresses professionally and is in uniform.
• Maintains professional decorum at all times.

Non-Essential Functions:

• Leads by example exhibiting the CORE Values through servant leadership
• Encourages teamwork and promotes company philosophy
• Attends required community meetings and participates Life Enrichment activities when able
• Completes all required courses in adherence with HRA University
• Is prompt and able to perform the required duties of the position on a regular, predictable basis
• Becomes familiar and understands how to report a missing person using the Safe Return program or equivalent
• Becomes familiar and understands the steps for fire evacuation
• All associates are responsible for maintaining a safe and secure environment for all community residents

• Qualifications/Skills/Educational Requirements:
  
• Must have a high school education
• Must be able to communicate effectively
• Must possess excellent customer service skills
• Must possess an understanding and ability to demonstrate
  hospitality to all community visitors
• Must have patience, tact, cheerful disposition and enthusiasm at all
  times
• Must possess basic computer usages and data entry skills
• Knowledge of Microsoft Office applications preferred
• Able to communicate effectively with all levels of management,
  associates, residents, family members, and outside contacts