Concierge *Urgent*

Encore Village of Schaumburg is hiring for a PRN (as needed )Concierge position. The Concierge delivers Encore's gold standard in service by anticipating needs and going above and beyond for residents, families and guests. As an ambassador of Care to the CORE, Encore's service culture, the Concierge provides consistent luxury hospitality that makes every person feel welcomed, valued and cared for.

The Concierge connects with warmth, observes the details, responds with ownership and elevates everyday moments. Whether welcoming a visitor, guiding a prospective resident, supporting a move-in or resolving a concern, the Concierge takes thoughtful extra steps and follows through to create a memorable experience. The role also supports associates and community operations while maintaining safety, privacy and confidentiality.

Luxury Hospitality and Personalized Service

• Provide attentive luxury service at the Hospitality Desk. Welcome residents and guests, offer clear directions and arrange escorts when appropriate while maintaining desk coverage.
• Answer and direct telephone calls courteously and promptly. Confirm the destination, relay messages accurately and provide the same attentive hospitality by telephone as in person.
• Maintain knowledge of community services, amenities, dining, events and procedures. Find accurate answers and connect people with the right resources when information is not immediately available.
• Coordinate welcoming tours and move-ins with the appropriate departments. Anticipate questions and arrival needs, help people navigate services and provide a smooth welcome.
• Listen to service concerns, acknowledge their impact and take ownership of the next step. Act within role authority, involve the Concierge Manager when needed and follow up to confirm the concern was addressed.
• Coordinate with other departments to fulfill requests and prevent avoidable delays. Provide clear handoffs, timely updates and dependable follow-through so residents and guests do not have to repeat or chase requests.

Care to the CORE Behaviors

• Connect: Build trust through warm, personal welcomes, preferred names when known and attentive listening. Learn what matters to each person, remember preferences and respect their dignity and independence.
• Observe: Notice the details, including comfort, accessibility, preferences and signs that someone needs help. Anticipate needs and offer assistance before being asked or promptly notify the appropriate team.
• Respond : Own requests through resolution. Explain the next step, provide timely updates, complete promised callbacks and follow up to confirm the need was met.
• Elevate : Use creativity to go above and beyond and create meaningful memories. Add thoughtful touches, such as a personalized welcome, help with a special occasion or extra support during a stressful arrival.

Service Culture and Accountability

• Complete Care to the CORE training and Concierge certification. Demonstrate the CORE behaviors consistently and apply CORE Excellence Check feedback and coaching to improve daily service.
• Participate in daily huddles and help achieve the department's four monthly CORE Commitments.
• Recognize associates who demonstrate CORE behaviors by completing and sharing specific CORE recognition cards that describe their actions and impact.

Safety Security and Emergency Response

• Monitor the fire alarm system and respond according to policy. Notify Resident Services Assistants (RSA), maintenance and the Schaumburg Fire Department dispatcher of the exact alarm location.
• Monitor the emergency response system and coordinate with RSA for Residential Living and Assisted Living, and with Emergency Medical Services (EMS) when appropriate, according to policy.
• Monitor closed-circuit television (CCTV), verify identities and authorize entry according to policy. Screen lobby visitors through monitors and telephone during assigned shifts as part of 24-hour coverage.
• Apply visitor and access restrictions, including those for former employees, solicitors and other unauthorized visitors. Notify RSA or the appropriate leader of questionable activity.
• Maintain shift logs of noteworthy events and the security cylinder log. Update directories and assigned records, and provide clear handoffs of unresolved requests and safety concerns.
• Notify family members of resident hospitalizations, emergencies or deaths as assigned and directed by authorized clinical or leadership staff, following community policy and confidentiality requirements.
• Coordinate mass telephone notifications during disasters, power outages, tornadoes, fires and other emergencies according to policy and the Encore Village of Schaumburg Disaster Plan.

Resident Services and Desk Operations

• Sort mail for delivery as needed and provide postal and shipping services for residents, associates and guests, including FedEx, UPS and USPS.
• Handle daily point-of-sale transactions and maintain accurate cash drawer counts and transaction records.
• Take guest room reservations and register residents and guests for events and trips. Provide accurate confirmations, clear instructions and assistance with questions or special requests.
• Create and maintain work orders, dispatch appropriate maintenance personnel according to policy and follow up on outstanding requests. Keep residents informed of relevant updates.
• Assist the Valet team with requests and coordinate assistance for arrivals and departures.
• Coordinate game equipment usage and maintain pool and fitness access and key control for residents and associates according to policy.
• Support marketing by promptly notifying staff of inquiries and visitors and providing approved printed materials as appropriate.
• Support Human Resources by sharing the Career Opportunities list with prospective employees and providing or receiving employment applications.
• Support the community volunteer program by providing and receiving applications and notifying staff when volunteers arrive.

This organization does not discriminate in hiring or employment on the basis of ancestry, race, color, religion, national origin, sex, sexual orientation, age, military status, veteran status, or disability. No question on the application is intended to secure information to be used for such discrimination. This application will be given every consideration, however its receipt does not imply employment for the applicant.