Concierge

Job Summary

The Concierge is responsible for greeting visitors, fulfilling resident requests, arranging tours of the property, answering a multi-line telephone and providing clerical support to the administrative staff, in accordance with property policies and procedures.

Position Responsibilities

• Provide all residents, guests and visitors exceptional customer service during every interaction whether in-person or via the telephone. Learn and know all residents by name. Each interaction must meet or exceed the Concierge Service Standards of Excellence.
• Greet all residents and visitors. Provide information to those seeking information about the property. Be responsive to the needs of people who inquire about the property and/or who are in the building for meetings with administrative personnel. Direct visitors to appropriate office or resident apartment.
• Answer telephones, record and channel information, direct calls to appropriate individual or department, relay messages in a timely, clear, polite concise and professional manner.
• Responsible for assisting residents, family members, and guests with general requests.
• Be responsive to residents’ concerns, including; responding immediately to emergency calls and notifying the appropriate persons or agencies as warranted, promoting resident morale by answering questions and calming distressed residents, and referring grievances to appropriate personnel.
• Monitor the Emergency Alert System and immediately respond to every call.
• Responsible for the mail meter, stamps, making copies, and other tasks related to office operations. Record receipt of packages and contact Residents for pick up.
• Effectively handle business center requests such as photocopying, faxing, shipping of mail, etc. Process incoming mail. Sort, but not open, property mail and distribute mail to appropriate mailboxes.
• Arrange all wake-up calls, dry cleaning, pet care, additional housekeeping, personal errands, car care etc, as requested by residents.
• Fulfill “personal concierge” requests such as area restaurant reservations, tee times, MapQuest directions, internet research, etc.
• Maintain front desk area in a neat and orderly fashion. Ensure that the desk and lobby has current property literature on display. Ensure that lobby is free of excessive or outdated literature. Ensure that coffee and/or refreshments are fresh and readily available.
• Accurately and in a timely manner, complete all opening and closing duties.
• Perform clerical duties for property staff as directed.
• Display knowledge of the services and programs and other pertinent information regarding the property.
• Responsible for arranging for tours of the property for individuals making spontaneous visits or pre- arranged visits.
• Update and assemble marketing packets for inquiries.
• Accurately take reservations for Activities Department (special events, excursions, classes, etc), personal and complimentary transportation and for meals in the dining room
• Arrange for the parking and retrieval of valet cars.
• Receive and accurately record all maintenance work order requests and deliver the requests timely to the Maintenance Department.

SPECIFIC KNOWLEDGE, SKILLS, LICENSES, CERTIFICATIONS, ETC:

• Must be eighteen (18) years of age
• Must have a high school diploma or equivalent
• Prefer two (2) years experience in a hospitality setting or prior senior living community
• Able to safely operate standard household equipment (dishwasher, iron, vacuum, washer, dryer)
• Able to operate a personal computer and be proficient in MS Office programs (Word, Excel, etc.)
• Able to operate standard office equipment, including fax machine, copier, telephone, etc.
• Knowledge of and/or ability to learn the theory and practice of assisted living and dementia care
• Able to work with seniors and patiently interact with cognitively impaired individuals
• Able to be flexible, adapt and respond to change, make decisions in stressful situations and prioritize tasks and projects.
• Able to process information and apply common sense understanding to follow and carry out written or oral instructions.
• Able to analyze, solve and respond to problems or concerns.
• Able to count and perform simple math problems
• Able to read, write and speak the English language and to interact and communicate effectively with employees, supervisors, physicians, health care professionals, residents, and their families
• Must be highly motivated and able to work independently
• Able to obtain and maintain valid first aid certification
• Able to obtain and maintain valid Food Handler’s certification, as needed
• Be mobile and able to perform the physical requirements of the job. Good physical health, verified by a health screening, including a chest x-ray or an intradermal test result not more than 6 months prior or seven (7) days after employment