Concierge PT

Job Summary The Front Office Manager is a working manager who is responsible for overseeing the daily operations of the front desk and ensuring a welcoming and efficient environment for residents, families, and visitors. This role involves managing the front office team, which includes concierge/receptionists while providing support to the Director of Security. The Front Office Manager is responsible for handling inquiries, coordinating resident services, maintaining accurate records, and ensuring the highest level of customer service. The position requires strong leadership, communication skills, empathy, and a deep understanding of the needs of senior residents and their families. Essential Functions Of The Job Supervise and train front office staff to provide exceptional customer service to residents and their families with recommendations for performance or process improvements. Greet and assist visitors, families, and residents with professionalism and warmth. Maintain records for resident phone calls, guest suite reservations, dining reservations, shopping trips, limo reservations, change of address forms, voter registration, absentee voting, etc., Respond to resident inquiries, concerns, and requests in a timely and compassionate manner. Maintain accurate resident documentation, and records which entail updating and overseeing multiple systems related to the Concierge Desk to include Resident Absences, Telephone Lists, Guest Suite Reservations, Package Management, etc. Coordinate with various departments (e.g., security, housekeeping, maintenance, nursing, activities, dining) to ensure smooth operations and high-quality care. Handle phone calls, manage appointment scheduling, and assist with special requests. Ensure the front office area is clean, organized, and welcoming at all times. Maintain concierge budget which includes labor. Oversee front office operations to ensure compliance with community policies, procedures, and regulatory standards. Department serves as an emergency backup to manage digital signage with up-to-date information. Other duties as assigned. Qualifications Skills, aptitude, and other requirements: Pleasant, upbeat, outgoing personality. Exceptional customer service to all personality types. Professional telephone etiquette. Excellent decision making, critical thinking, and problem-solving skills. Foster a positive and supportive atmosphere within the community for both residents and staff. Exceptional verbal and written communication skills. Exceptional attention to detail and strong organizational skills. Maintain positive attitude and professional demeanor under pressure and with numerous interruptions. Must be able to concentrate and perform in a fast-paced environment Ability to demonstrate our Core Values: Respect, Integrity, Teamwork and Excellence. Education And Experience Required 2+ years of supervisory experience required. Associate degree in a related field and four or more years of administrative experience required. An equivalent combination of education and experience may be substituted for the degree requirement. Intermediate computer skills in Microsoft Office with ability to learn new programs. Experience in an upscale hotel or concierge, preferably with seniors, is desirable. Physical Requirements Must be able to lift up to 50 lbs. (package deliveries, walkers, wheelchairs etc.) May be exposed to unfavorable weather conditions. Requires frequent standing, walking, bending and sitting. General Information All requirements of this position are subject to possible modification to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor. Requirements are representative of minimum levels of knowledge, skills, and abilities. To perform this job successfully, the employee will possess abilities or aptitudes to perform each duty proficiently. This document does not create an employment contract, implied or otherwise; Lenbrook is an at-will employer.