Director of Resident Relations

STATEMENT OF JOB: The Director of Resident Relations is the official representative of the organization at the front desk and on the telephone. The DRR will attend to the main telephone, handle all incoming and outgoing calls in a pleasant manner, and greet all visitors or residents who come to the desk. The DRR will also be responsible for such other related clerical duties as the work load may permit. Duties include but are not limited to the following: Hospitality Answer telephones and handle all inquiries according to company protocols.Ensure that all staff receive ongoing phone training with Marketing DirectorGreet visitors and prospects according to company protocol. First Impressions Ensure that reception area and first floor common areas are clean and well maintainedVacuum entry and reception area carpets each morningClean front doors and windows as neededTurn lights on; open blinds/shutters/drapes; arrange magazines/newspapers; straighten furniture; maintain plantsOversee availability of coffee and pastry in morning and refreshments in afternoonCheck public restrooms three times per day and notify housekeepers if necessaryEnsure that the front porch and porte cochere area clean and well maintained according to Arbor Way standards Concierge Distribute newspapers to residents during breakfastCoordinate outside services for residents (dry cleaning, transportation etc.)Distribute mail and packagesMaintain log books (guest meals, agency sign-in log; beauty shop appointments)Maintain list of employees and their phone numbersMaintain daily resident censusMaintain schedule for doctor's appointmentsMonitor and prepare orders for office suppliesMonitor postage meterOrder employee nametags and resident name platesOther duties as assigned Marketing Route all marketing inquiry calls to appropriate department headIf necessary, use the inquiry card and gather appropriate informationEnsure than an adequate supply of monthly newsletters and calendars are always available for guestsMail marketing information to inquiries on the same business dayEnsure that brochures and community information are available for walk-in inquiries, arrange a tour with appropriate staff, give tours as needed, or make appointments for return visitsFollow protocol for all walk-in trafficTake pictures of residents, their families and friends. Print photos and give to residents/friends in an appropriate frame Staffing Oversee staffing for the front desk from 8:00 AM to 8:00 PM Monday through SundayKeep written schedule at front deskTrack/reconcile daily hours (actual vs. worked)