Director of Resident Relations

Job Description

Job Description

STATEMENT OF JOB:

The Director of Resident Relations is the official representative of the organization at the front desk and on the telephone. The DRR will attend to the main telephone, handle all incoming and outgoing calls in a pleasant manner, and greet all visitors or residents who come to the desk. The DRR will also be responsible for such other related clerical duties as the work load may permit.

Duties include but are not limited to the following:

Hospitality

• Answer telephones and handle all inquiries according to company protocols.

• Ensure that all staff receive ongoing phone training with Marketing Director

• Greet visitors and prospects according to company protocol.

First Impressions

• Ensure that reception area and first floor common areas are clean and well maintained

  • Vacuum entry and reception area carpets each morning

  • Clean front doors and windows as needed

  • Turn lights on; open blinds/shutters/drapes ; arrange magazines/newspapers ; straighten furniture; maintain plants

  • Oversee availability of coffee and pastry in morning and refreshments in afternoon

• Check public restrooms three times per day and notify housekeepers if necessary

• Ensure that the front porch and porte cochere area clean and well maintained according to Arbor Way standards

Concierge

• Distribute newspapers to residents during breakfast

• Coordinate outside services for residents (dry cleaning, transportation etc.)

• Distribute mail and packages

• Maintain log books (guest meals, agency sign-in log; beauty shop appointments)

• Maintain list of employees and their phone numbers

• Maintain daily resident census

• Maintain schedule for doctor's appointments

• Monitor and prepare orders for office supplies

• Monitor postage meter

• Order employee nametags and resident name plates

• Other duties as assigned

Marketing

• Route all marketing inquiry calls to appropriate department head

• If necessary, use the inquiry card and gather appropriate information

• Ensure than an adequate supply of monthly newsletters and calendars are always available for guests

• Mail marketing information to inquiries on the same business day

• Ensure that brochures and community information are available for walk-in inquiries, arrange a tour with appropriate staff, give tours as needed, or make appointments for return visits

• Follow protocol for all walk-in traffic

• Take pictures of residents, their families and friends. Print photos and give to residents/friends in an appropriate frame

Staffing

• Oversee staffing for the front desk from 8:00 AM to 8:00 PM Monday through Sunday

  • Keep written schedule at front desk

  • Track/reconcile daily hours (actual vs. worked)