Concierge

The essential duties and responsibilities described below are representative of those an
employee encounters while performing the basic functions of the position. While every
effort has been made to identify the essential functions of the position, it in no way
states or implies that these are the only duties you will be required to perform. The
omission of specific statements of duties does not exclude them from the position if the
work is similar, related or is an essential function of the position. Reasonable
accommodation may be made to enable qualified individuals with disabilities to
perform the essential functions of the position.

1. Provide all residents, guests and visitors exceptional customer service during
every interaction whether in-person or via the telephone. Learn and know all
residents by name. Each interaction must meet or exceed the Concierge
Service Standards of Excellence.
2. Greet all residents and visitors. Provide information to those seeking
information about the property. Be responsive to the needs of people who
inquire about the property and/or who are in the building for meetings with
administrative personnel. Direct visitors to appropriate office or resident
apartment.
3. Responsible for assisting residents, family members, and guests with
general requests.
4. Responsible for arranging for tours of the property for individuals
making spontaneous visits or those that have made an appointment for
the tour.
5. Answer telephones, record and channel information, direct calls to
appropriate individual or department, relay messages in a timely, clear,
polite concise and professional manner.
6. Display knowledge of the services and programs and other pertinent
information regarding the property.
7. Responsible for the mail meter, stamps, making copies, and other tasks related
to office operations. Record receipt of packages and contact Residents for pick
up.
8. Effectively handle business center requests such as photocopying,
faxing, shipping of mail, etc.
9. Process incoming mail. Sort, but not open, property mail and distribute mail
to appropriate mailboxes.
10. Complete all opening and closing duties.
11. Accurately take reservations for dining rooms.
12. Accurately take reservations for Activities Department.
13. Accurately take reservations for personal and complimentary transportation.
14. Receive and accurately record all maintenance work order requests and
deliver the requests timely to the Maintenance Department.
15. Monitor the Emergency Alert System and immediately respond to every call.
16. Maintain the Resident Notice Binder.
17. Arrange for the parking and retrieval of valet cars.
18. Arrange all wake-up calls, dry cleaning, pet care, additional
housekeeping, personal errands, car care etc, as requested by residents.
19. Fulfill "personal concierge" requests such as area restaurant reservations,
tee times, MapQuest directions, internet research, etc.
20. Maintain reception area in a neat and orderly fashion. Ensure that reception
desk and lobby has current property literature on display. Ensure that lobby is
free of excessive or outdated literature. Ensure that coffee and/or
refreshments are fresh and readily available.
21. Ensure that all posted signage is 100% accurate, timely and free from fingerprints.
22. Perform clerical duties for property staff as directed by supervisor.
23. Update and assemble marketing packets for inquiries.
24. Be responsive to residents' concerns, including; responding immediately to
emergency calls and notifying the appropriate persons or agencies as
warranted, promoting resident morale by answering questions and calming
distressed residents, and referring grievances to appropriate personnel.
25. Provide support to community's marketing efforts through positive/friendly
interaction during all property tours and telephone contact with the public, and
as directed by a supervisor.
26. Communicate any observed or suspected resident change of condition
to a supervisor immediately.
27. Maintain a safe and secure environment for all staff, residents and
guests, following established safety standards.
28. Encourage teamwork through cooperative interactions with co-workers and
other departments.
29. Support a positive and professional image through actions and dress.
30. Performs other duties consistent with the position as assigned by the
Business Office Director, Assistant Executive Director or Executive Director.

• High school education is required.
• Minimum of two years of experience in a related position, preferably in a hospitality setting, is desired.
• Ability to add, subtract and multiply.
• Reasoning Skills: Understand issues and be able to process information for the purpose of giving and receiving feedback
• Excellent communication skills, including active listening.
• Ability to speak, write and read English.
• Be proficient in basic office equipment (including a personal computer) for the purpose of accomplishing and maintaining a high level of job performance. Proficient in Office software.
• Be mobile and able to perform physical requirements of the job.
• Good physical health verified by a health screening, including a chest x-ray or an intradermal test result not more than 6 months prior or seven (7) days after employment.
• Displays sincere compassion towards older adults.
• Demonstrates genuine concern for the physical and emotional needs of older people and their families.
• Working Conditions: Well-lighted, safe lobby area with comfortable ventilation and temperatures.
• Employee must pass a criminal record clearance prior to beginning work in the community.