Lead Concierge

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. And it's all powered by Yoi Shigoto, a Japanese concept that translates to "good, quality work." It's more than a mantra. It's part of our company-wide commitment to build trust, set high standards, and develop potential in ourselves and others!

Whether you're looking for a flexible, part-time job or the pathway to a lasting career, you'll find it here at MBK Senior Living–and a whole lot more! When you join the MBK Senior Living team, you'll enjoy:

-Impacting lives and building lasting relationships

-Executing exceptional signature programs in dining, fitness, wellness, and care

-A supportive community team that encourages personal and professional growth and celebrates your

success

-A fun-filled, energetic environment that's centered in hospitality and high-quality service

-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

Full-time benefits include:

-Rich benefits package including Medical, Dental, Vision and 401k matching up to 4%

-Childcare and eldercare assistance

-Flexible spending accounts

If you're looking for a place where you can make an impact, find purpose and joy, and receive the training, tools, and support to reach your career goals – look no further, apply today!

Job Description

Job Summary:

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. They serve as a trusted, hands-on advisor, providing the team with training and coaching in essential soft skills. The Lead Concierge plays a vital, frontline leadership role in curating an exceptional, consistent experience for all customers, team members, residents, families, and professionals. Through friendly, professional, and highly service-oriented interactions, whether in person or over the phone, the Lead Concierge ensures that every touchpoint embodies MBK’s mission and values, elevating the community’s reputation.

Duties & Responsibilities:

• 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.
• Understand and comply with Federal, State, and local regulations, as well as company policies and procedures concerning the department.
• Promote and lead with a spirit of teamwork and open communication in accordance with MBK principles and core values.
• Perform other duties or special projects as assigned or directed by the Business Office Manager, Director of Sales, and Executive Director or another designee.

Education Requirements:

• High school diploma or equivalent required.

Experience Requirements (in years):

• 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.

Required Competencies/Licenses/Certifications:

• 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:

• 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.
• Reasonable accommodations will be provided in accordance with applicable federal, state, and local laws.

Inspiring people, creating experiences, and supporting goals are just a few ways MBK Senior Living creates a positive work environment. It's how we support our team members, serve our residents, and achieve our pursuit – to be the senior living provider of choice in each market we serve.

MBK Senior Living has pursued this goal for more than 30 years. Currently, the company owns and operates 35 Independent Living, Assisted Living, and Memory Care services in senior living communities throughout the Western United States. We’re proud to have been ranked among the Top 50 "Best Workplaces in Aging Services" by Fortune magazine and certified as a “Great Place to Work” by the Great Place to Work Institute since 2017.

MBK is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, genetic information, or other protected reason. Our company is committed to providing access, equal opportunity and reasonable accommodation for qualifying individuals in employment, its services, programs, and activities. To request reasonable accommodation, contact View email address on us.fitly.work.

Regulatory Disclosures for Senior Living Communities with Medicaid Residents: An “Excluded Party” is a person that the federal or state government found not eligible to provide care and services in a facility that receives Medicare or Medicaid funding. If employed at one of our senior living communities that receives Medicare or Medicaid funding, team members must not be considered an “Excluded Party” as defined by the U.S. Department of Health and Human Services, any state Medicaid Programs, and any additional federal and state government contract programs. If, as a team member, you learn that you are an Excluded Party at any time, you must present your Excluded Party notice letter to your supervisor immediately.

Other Regulatory Requirements: If employed at one of our senior living communities, team members must continually comply with certain laws and regulations that impact the company, including, but not limited to, as applicable, state licensing regulations, the Health Insurance Portability and Accountability Act of 1996 (HIPAA), Resident Rights as defined by the U.S. Department of Health and Human Services, and any other federal or state laws relating to team members’ professional licenses.

HIPAA Disclosure:

All Team Members prior to commencing employment and once employed must not be considered an “Excluded Party” as defined by the Medicare and state Medicaid Programs as well as other federal and state government contract programs. If as an associate you learn you are an Excluded Party, you must present your Excluded Party notice letter to your supervisor immediately. An Excluded Party is a person that the federal or state government found not eligible to provide care and services in a Community that receives Medicare or Medicaid funding. In addition, at all times, during your employment, all associates must be in compliance with certain laws and regulations that affect the company, including but not limited to Resident Rights, HIPAA, State licensing regulations, and those laws relating you an associates’ professional license.