Front Desk Supervisor

The Experience Senior Living Team is comprised of dynamic professionals fueled by their passion to empower people as they grow older to live life to the fullest.

Responsibilities

• Serves as a point of contact for needs, requests, and complaints for all residents, families, guests, vendors, and staff.
• Has a solid understanding of ‘who’ the customer is and provides a level of service that is positive and memorable.
• Understands the customer’s needs, requests and/or concerns and assists in providing them with personalized solutions.
• Answers the phone within 3 rings; determines the nature of the call to either relay information or route the call as appropriate.
• Takes detailed messages with name, date, time, return phone number and any additional pertinent information at the time of the call. Ensures the message is received by the intended person in a timely manner.
• Coordinates services for residents and their families (especially out-of-town guests), including but not limited to: dry cleaning, grocery and drug store delivery, dinner reservations, beauty parlor services, theater and movie tickets, as well as transportation to and from events, appointments, and errand running. Follows up after services are rendered to confirm satisfaction.
• Connects with all new residents and families within the first week of arrival to introduce oneself, welcome them to the community, and provide information on concierge services.
• Answers questions and directs appropriately to nearby community resources.
• Coordinates the community’s transportation schedule by monitoring the sign-up sheet for all requests, ensuring no conflicts for the chauffeur. Provides written confirmation to all parties to ensure a smooth and pleasant experience.
• Serves as a liaison between the culinary department and guest meal reservations. Provides written confirmation on reservations to all parties to ensure a smooth and pleasant experience.
• Makes reminder calls to residents who are not in the dining room, maintains RSVP lists for community events, family events, and special meals held throughout the year.
• Maintains security of the community by following procedures, monitoring logbooks to include resident and guest sign-in and sign-out logs.
• Maintains a safe, clean, and organized reception, lobby, and welcome area by complying with procedures, rules, and regulations.
• Receives and sorts incoming mail. Delivers mail as appropriate.
• Receives and logs all packages that arrive at the community.
• May perform other duties as assigned.

Requirements

• Experience as a Concierge or in a customer service role is preferred.
• One (1) to two (2) years of working with seniors preferred.
• Demonstrates an ability to use independent judgment and discretion to make decisions in the best interest of the customer.
• Ability to communicate verbally, in writing, and through pictures when necessary.
• Able to exude confidence and patience with all interactions.
• Ability to manage time efficiently.
• Able to operate standard office equipment.
• Ability to utilize technology effectively and efficiently, including use of computers, iPad/tablet, Word programming, internet access, and email.
• The position may require driving responsibilities; must possess a valid driver’s license with an acceptable driving record per company’s Motor Vehicle Policy.
• Able to think creatively and independently to meet worthwhile objectives.
• Able to be innovative to create and generate solutions.
• Able to act in solving problems while exhibiting judgment and a realistic understanding of the issues. Able to use reason, even when dealing with emotional topics.
• Identifies, obtains, and effectively allocates the resources required to achieve applicable goals.
• Able to relate to routine operations in a manner consistent with existing solutions to problems.
• Able to work with people in a team setting to accomplish goals and get results.
• Expected to be punctual, neat, clean, and professional in appearance.
• Ability to work varied schedules to include weekends, evenings, and holidays.

Benefits

• Medical, dental, and vision insurance
• Short-term/long-term disability (STD/LTD)
• Life and voluntary life insurance
• 401k with employer matching
• Paid holidays
• Up to 20 days PTO in the first three years

Employment is contingent upon successful completion of background screening in accordance with Florida law and company policy. Certain positions may require fingerprinting and Level 1 or Level 2 background screening.