Lead Concierge

About the role

At MBK Senior Living, we're committed to putting people first – our residents and team members. Exceeding expectations and enriching lives drives our day-to-day. The Lead Concierge is dedicated to forging an outstanding first impression and delivering seamless customer service. They help to shape our company’s culture and ensure smooth operations by overseeing the daily workflow for the Concierge desk.

Responsibilities

The Lead Concierge plays a vital, frontline leadership role in curating an exceptional, consistent experience for all customers, team members, residents, families, and professionals. Key duties include:

• Provide daily oversight and training to Concierge team members on community policies, procedures, and service standards to ensure efficient and consistent service.
• Provide work directions to Concierge team members and delegate and/or complete administrative duties such as greeting visitors, answering phones, relaying messages, and supporting department heads and the Executive Director with clerical work.
• Coach and train Concierge team members on effective soft phone skills, including professional etiquette, empathetic communication, seamless problem-solving, active listening, and conflict resolution to enhance the team's ability to resolve resident inquiries efficiently and professionally.
• Monitor the quality of service provided by Concierge team members, provide regular, meaningful feedback to ensure community hospitality standards are maintained, and communicate performance recognition and concerns to management.
• Use sound judgement and problem-solving skills to handle escalated or complex resident or guest issues or concerns that require a higher level of expertise to resolve.
• Perform higher-level administrative duties, such as accepting payments of monthly services, managing the budget for front desk supplies, generating reports for management, and assisting with special events or activities upon request.
• Fulfill the responsibilities and perform all the duties of the Concierge job description, covering warm welcomes, first impressions, customer engagement, communication hub, resident and family support, community coordination, and operational support.
• Maintain a safe and secure environment for staff, residents, and guests in accordance with established safety standards, policies, and procedures.

Requirements

To be successful in this role, you will need:

• High school diploma or equivalent required.
• 1+ years of previous experience in customer service, hospitality, or a front desk role, in a similar industry or environment, required.
• Some supervisory experience, preferred.
• Must be at least 18 years of age.
• Must complete required Background clearance, health screening and provide negative TB test results within 7 days of employment (must be within the last 6 months).
• Must possess exceptional interpersonal and communication skills, including the ability to speak, write and read English and connect with individuals of all ages and backgrounds.
• Must have a positive, polished, and professional demeanor with a genuine passion for helping others.
• Must possess strong organizational skills, with the ability to manage multiple tasks and priorities simultaneously.
• Must be comfortable working with basic computer systems, phone systems, and office equipment.
• Must possess reasoning skills that include the ability to understand issues, process information for the purpose of giving and receiving feedback.
• Must possess the ability to make sound, independent decisions when circumstances warrant, and remain calm during stressful or emergency situations.
• Must possess the ability to always deal tactfully and professionally with personnel, residents, family members, visitors, and the public.

Physical Demands & Work Environment

The physical demands of this role include:

• Must be mobile and able to perform the physical requirements of the job, including walking bending, kneeling, squatting, pulling, lifting overhead and repetitive motion.
• Ability to lift and carry up to 50 pounds and push up to 250 pounds, as necessary.
• Ability to move intermittently throughout the workday and in the community.
• Ability to sit and work at a computer for prolonged periods.
• Ability to assist in the physical movement of residents during routine transfers and in emergency situations.

Pay

The pay range for this role is $22 - $24.50 per hour.

Schedule

The schedule for this role is Monday - Thursday, 2pm - 10pm.

Benefits

MBK Senior Living offers a range of benefits, including:

• Competitive salaries
• Professional development, training, and personal coaching through our Mentor, Buddy, and Executive Director in Training Programs
• Education loan assistance & scholarships
• Financial and legal services
• Team Member discounts
• Health and Wellness resources
• Rich benefits package including Medical, Dental, Vision and 401k matching up to 4%
• Childcare and eldercare assistance
• Flexible spending accounts