Lead Concierge

Concierge Position at Sunrise Senior Living

When you join Sunrise Senior Living, you will be able to use your unique skills to empower residents to live longer, healthier, and happier lives. Not only will you build meaningful relationships with residents, their families, and team members alike, you will also gain joy in serving others and deep fulfillment in your work. Explore how you can follow your passions and shed light on meaningful ways to serve, grow, and shine together.

Sunrise Senior Living was again certified as a Great Place to Work by Activated Insights. This is the 9th time Sunrise has received this top culture and workplace designation, highlighting the special place Sunrise is to be a part of.

Job Overview

The Concierge is often the initial contact and first impression that many people have of Sunrise Senior Living. The Concierge is responsible for greeting potential residents, families, and visitors, managing both external and internal calls, and taking and communicating messages. The Concierge provides an overview of community information to those inquiries in support of the Director of Sales (DOS) and Executive Director (ED). The Lead Concierge is responsible for assisting the Area Billing Coordinator and Area Human Resource Manager in the community recruitment process, computer data entry, and other assigned general administrative duties as well as monitoring the Bistro area for refreshments, cleanliness, and music and ensuring a pleasant atmosphere.

Responsibilities & Qualifications

Job Description

As a part of the Sunrise team, supporting our Mission, Principles of Service and Core Values is a fundamental part of this job. Our foundational belief is the sacred value of human life. The unique responsibilities for this role include but are not limited to the essential functions listed as follows:

Customer Service

• Oversee the community entry area for visitors, guests, and residents, extend a warm welcome and greeting, offer and provide beverages to visitors and guests, and ensure that the community safety protocols are in place.
• Contact the DOS, ED, or Department Coordinator to meet with prospective residents, families, or visitors and ensure wait times are minimal.
• Greet potential candidates interested in learning more about Sunrise careers and job openings at the community and direct candidates to apply online or capture the candidate information into the Applicant Tracking System (ATS) to launch the recruitment process.
• Answer incoming telephone calls and resident calls within two-three (2-3) rings with the appropriate community greeting message and identification.
• Take complete messages with pertinent information (name, number, message) as appropriate and communicate messages to the intended recipient.
• Offer and provide a community overview to the caller, determine who to forward the caller to, and notify the caller who they are being transferred to.
• Manage appointments for residents and family members such as, but not limited to, hairdresser, transportation, etc.
• Send get well cards to residents in the hospital.
• Order Memory Flower for any residents that have passed away.
• Send sympathy cards to families and/or responsible parties as needed.

Sales and Marketing

• Order guest meals for resident and family for day of move in.
• Create and maintain marketing and move-in packet inventory as needed.
• Support the DOS by taking and handling initial inquiry calls with potential families and residents and encouraging and building interest in Sunrise Senior Living.
• Manage the All Hands on Deck Document, complete daily, and ensure inquires get a good response.
• Resident Move In Responsibilities:
• Take pictures of new residents, and upload
• Review new Resident Files.
• Update Community Disclosure statement annually or as needed (where applicable)
• Update Community Guidelines
• Order flowers and name plates for new residents prior to move in
• Perform other administrative duties pertaining to the resident move-in process, including ordering move-in kits.

Front Desk and Bistro Areas

• Keep desk and entry area neat and organized.
• Check Bistro regularly for cleanliness, ensure fresh coffee, fruit, popcorn, and other snacks are available; maintain and clean the popcorn machine daily, and restock as necessary.
• Keep music playing throughout the day.
• Ensure that another team member covers the front desk when stepping away to complete above duties.

Risk Management

• Partner with community team to ensure community is in compliance with national/provincial regulations pertaining to occupational health and safety requirements, promoting Risk Management programs and policies, and adhering to safety rules and regulations.
• Practice safety procedures at all times including Personal Protective Equipment (PPE), fire extinguishers, Safety Data Sheets (SDS), and Lockout Tagout procedures.
• Maintain the Resident Roster, Team Member Roster, and Current work schedules for emergency procedures.
• Champion the Safe Leaving Program and Procedures by partnering with Community Leadership to ensure the safety of our residents while meeting our Sunrise Service Standards as indicated below:
• Respond to emergencies as indicated in Sunrise's policies and procedures.
• Responsible for all guests and residents to appropriately sign themselves in and out at all times.
• Maintain a high-risk elopement list with photograph at front desk.
• Heightened awareness of the entry and exit of all residents.
• Manage resident Sign in/out, verifying all go out and return.

Administrative

• Update resident phone list and roster daily, move-in and move-out register daily, and guest and sign-in as necessary.
• Prepare meal tickets for team members and family members and tally meal count sheets for the Dining Service Coordinator.
• Collect meal ticket money and account for and process money in accordance with internal business control procedures.
• Organize and distribute mail to residents, Executive Director, and Department Coordinators.
• Manage all mailing, postage and FedEx needs of the community
• Collect and distribute resident and community newspapers.
• Post and display the Daily Menu on Menu Board, along with Daily Activities Calendar
• Assist the HR Designee with the recruitment process by performing computer data entry tasks and other general administrative duties as assigned.
• Manage monthly Learning Channel reports, supporting leaders with team members learning status
• Monitor and order office supplies as needed
• Track and disperse team member paychecks.
• Manages Long Term Care Insurance monthly requirements
• Maintaining resident records as they pertain to Long Term Care
• Create New Vendor forms in People soft
• Manage community Calendar, creating monthly calendar of training, TM Appreciation etc, send Outlook reminders to drive community engagement
• Support administrative duties for month Townhall meetings
• Manage and schedule upcoming appointments for MD's, Salon.
• Manage the Concierge Schedule
• Manage the call outs for the department and fill shift as needed

Concierge Leadership

• Participate actively as a member of a team and committed to working toward team goals.
• Demonstrate in daily interactions with others, our Team Member Credo.
• Commit to serving our residents and guests through our Principles of Service.
• Contribute in the overall engagement programs and processes (customer and team member engagement) including participating in the team member engagement survey and engagement improvement planning workshops.
• Attend regular meetings; Town Hall, Department Team Meetings, Cross Over, and others as directed by the Supervisor/ Department Coordinator.
• Maintain compliance in assigned required training and all training required by state/province or other regulating authorities as applicable to this role to ensure that Sunrise standards are always met. Perform other duties as assigned.
• Manages all aspect of direct reports performance
• Lead and creates agenda for monthly Concierge meetings.

Core Competencies

• Ability to handle multiple priorities
• Possess written and verbal skills for effective communication
• Demonstrate good organizational, time management, and follow through skills
• Possess accurate record keeping skills
• Demonstrate good judgment, problem solving and decision-making skills