Concierge

Bring Your Creativity. Build Connections. Make Someone's Day.Do you have a passion for hospitality and a creative touch for making people feel special? Do you enjoy spending time with seniors, hearing their stories, and building meaningful relationships?At Encore Village, thoughtful details make a lasting impression. Remembering a favorite activity, creating a personalized birthday surprise, or offering reassurance during a move-in can turn an ordinary interaction into an experience someone remembers.We're looking for warm, creative, dependable people who take pride in going above and beyond. As a Hospitality Ambassador, you'll bring your personality and ideas to a role that combines meaningful connections with luxury service.Position SummaryThe Hospitality Ambassador creates a welcoming experience for residents, families, guests, prospective residents, and team members. As an ambassador of Care to the CORE- Encore's gold standard in service, you will anticipate needs, personalize interactions, and take ownership of requests from the first conversation through resolution.Based at the Hospitality Desk, this role combines attentive service, creative celebrations, and daily operations while supporting community safety, clear communication, and confidentiality.Key ResponsibilitiesCreate a Welcoming ExperienceGreet every resident and guest with warmth, professionalism, and attentive service.Practice the 10–5 greeting standard: offer a smile and eye contact within 10 feet and a friendly verbal greeting within 5 feet.Learn residents' names, interests, and preferences to build relationships and personalize everyday interactions.Provide accurate information about community services, dining, amenities, and events; coordinate directions, escorts, or additional assistance as needed.Partner with other departments to create smooth, welcoming tours, move-ins, arrivals, and departures.Deliver Care to the COREConnect: Build trust through personal welcomes, meaningful conversation, and attentive listening.Observe: Notice the details, anticipate needs, and offer assistance before being asked.Respond: Take ownership, explain next steps, provide timely updates, and follow through until the request is addressed.Elevate: Bring creativity to everyday service through thoughtful touches, personalized celebrations, and meaningful moments.Make Everyday Moments SpecialRecognize birthdays, anniversaries, move-ins, milestones, and other occasions that matter to residents.Use the concierge celebration toolkit, including personalized cards and balloons, to create thoughtful surprises.Collaborate with Dining, Resident Success, and other departments to coordinate personalized experiences.Look for opportunities to offer an unexpected kindness, celebrate an achievement, or provide extra support during a difficult day.Take Ownership and Follow ThroughAnswer and direct telephone calls promptly and professionally, and deliver messages accurately.Listen to concerns with patience and empathy, take appropriate action, and involve leadership when needed.Coordinate requests across departments and follow up to confirm that assistance was provided.Complete shift logs and end-of-shift recaps documenting celebrations, notable interactions, outstanding requests, and required follow-up.Provide clear handoffs identifying pending needs, next steps, and the person responsible for follow-through.Support Hospitality Desk OperationsAssist with guest room reservations, event and trip registrations, resident inquiries, and community information.Handle mail, packages, postal services, and shipping requests.Process assigned point-of-sale transactions and maintain accurate cash and transaction records.Enter work orders, coordinate maintenance assistance, and communicate relevant updates.Assist with valet requests, equipment loans, and pool and fitness access according to community procedures.Support marketing, employment inquiries, and volunteer coordination through approved materials and established processes.Maintain Safety and Professional StandardsMonitor emergency response systems, fire alarms, CCTV, and building access as assigned and according to community procedures.Remain calm during emergencies and promptly notify the appropriate staff or emergency services in accordance with policy.Maintain accurate records and report safety concerns or unusual activity promptly.Protect confidential resident, family, team member, and organizational information.Maintain a professional appearance and a clean, organized, welcoming Hospitality Desk.Complete required training and Care to the CORE certification, participate in coaching, and apply feedback to improve service.Perform other duties as assigned.QualificationsHigh school diploma required.Two years of experience serving the public, answering telephone calls, and providing customer service required.Hospitality, hotel front desk, concierge, or resident services experience preferred.Experience working with older adults preferred.Strong communication, organization, and basic computer skills; familiarity with Outlook, Word, and Excel preferred.A warm, approachable personality, creative mindset, and commitment to personalized service.Ability to manage competing priorities, exercise sound judgment, remain calm under pressure, and follow through reliably.Availability for assigned shifts, which may include evenings, weekends, and holidays. The Hospitality Desk operates 24 hours a day.Physical RequirementsAbility to perform essential duties with or without reasonable accommodation, including frequent telephone and computer use, sitting, occasional standing and walking, bending and reaching, and occasional lifting of up to 25 pounds.Be Recognized for the Difference You MakeYour thoughtful actions deserve recognition. Encore's daily Care to the CORE Recognition Program celebrates team members through recognition cards, shared stories, and a weekly raffle for a gift card.Bring your personality, your creativity, and your heart for hospitality. Your impact starts here.