Resident Services

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 rememberable.
• Understands the customer's needs, requests and / or concerns and assists in providing them with personalized solutions.
• Answers the phone within 3 rings; determine 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 information that is pertinent at the time of the call.
• Ensures the message is received by the intended person in a timely manner.
• Covers services for residents and their families (especially out of town guests), this would include but not be limited to the following: 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.
• The Concierge will follow up after services were rendered to confirm that all was satisfactory.
• Connects with all new residents and families within the first week of arrival to introduce oneself, welcome them to the community, provide information on the concierge services for the community.
• Answers questions and directs appropriately to nearby community resources.
• Coordinates the community's transportation schedule. This would mean to monitor the sign-up sheet for all requests, ensuring there are no conflicts for the chauffer.
• Serves as a liaison between the culinary department and guest meal reservations.
• Makes reminder calls to residents who are not in the dining room, maintaining RSVP lists for community events, family events and special meals that are 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.
• Receive and sort incoming mail.
• Deliver mail as appropriate.
• Receive and log all packages that arrive at the community.
• May perform other duties as assigned.

Requirements

• Experience as a Concierge, or experience in a customer service role is preferred.
• One (1) to two (2) years of working with seniors preferred.
• Demonstrates an ability to use independent judgement and discretion to make decisions on what is in the best interest of the customer who you are currently serving.
• Able to communicate verbally, in writing, and through pictures when necessary.
• Able to exude confidence and patience with all interactions.
• Able to manage time efficiently.
• Able to operate standard office equipment.
• Able 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 that is consistent with existing solutions to problems.
• Able to work with people in such a manner to support the company's culture, work in a team setting to accomplish goals and get results.
• Expected to be punctual, neat, clean, and professional in appearance.
• Able to work varied schedules to include weekends, evenings, and holidays.