Concierge

Shift Details

Monday–Friday; every other weekend required.

Purpose

The Concierge is often the initial contact and first impression that many people have of Phoenix Senior Living. The Concierge is responsible for greeting potential residents, families, visitors, managing both external and internal calls, taking and communicating messages. The Concierge provides an overview of community information to those inquiries in support of the Community Engagement Director and Executive Director in the marketing and sales efforts. Other responsibilities include assisting the Associate Director / HR Designee in the community recruitment process, computer data entry and other assigned general administrative duties as well as monitoring the Bistro area for refreshments, cleanliness, music and ensuring a pleasant atmosphere.

Principal Duties and Responsibilities

• Customer Experience
  • Oversees the community entry area for visitors, guests and residents; extends a warm welcome and greeting; offers and provides beverages to visitors and guests.
  • Contacts the Community Engagement Director and Executive Director or Department Director to meet with prospective residents, families or visitors and ensures wait times are minimal.
  • Greets potential candidates interested in learning more about Phoenix careers and job openings at the community; directs candidates to apply online or captures the candidate’s information onsite to launch the recruitment process.
  • Answers incoming calls and resident calls within two–three rings with the appropriate community greeting message and identification.
  • Takes complete messages with pertinent information (name, number, message, time, date) as appropriate and communicates messages to the intended recipient.
  • Offers and provides a community overview to the caller; determines who to forward the caller to and notifies the caller who they are being transferred to; announces the caller to the community associate.
  • Manages appointments for residents and family members such as but not limited to hair dresser, transportation, other.
  • Sends get-well cards to residents in the community (obtains community leaders’ signatures before delivering card).
  • Sends sympathy cards to families and/or responsible parties as needed (obtains community leaders’ signatures before delivering card).

Requirements

• Education/Experience/Licensure/Certification
  • High school diploma or GED required.
  • Proven customer service experience and skills.
  • Knowledge and experience in the senior living industry preferred.