Front Desk/Receptionist/Concierge/Customer Service

Community Concierge

The community concierge is the first contact for all visitors as well as the support person for administrative tasks. This position requires creating an excellent experience for everyone who enters and/or calls the community through professionalism, hospitality, and courtesy. Additionally, this position requires organization, multi-tasking and basic computer skills.

Essential Functions:

Answers incoming calls, both internally and externally, in a warm, pleasant and professional manner

Ensures that all messages are relayed promptly to the intended person

Maintains current visitor log

Greets all visitors, residents, family members and associates in a warm and inviting manner on the phone and by standing and walking around the desk for anyone entering the community

Ensures that the reception areas are clean, hospitable, and inviting.

Ensures the compliance of all concierge team standards and first impression captain standards for the community entrance from the driveway entrance (s) through the lobby

Responsible for creation and maintenance of resident face sheets utilizing the Yardi system o Inputs resident information for faces and uploads resident photograph

Updates information as it changes and ensures updated face sheet is distributed to all appropriate locations

Current resident face sheets should be kept in the following locations: Van Book, Resident Medical Record, Business Office File and the Emergency Book

Inputs data related to resident assessments into the Yardi system as directed by the Executive Director and Director of Resident Care

Inputs all work orders received into the Direct Supply TELS system

Ensures all issues or concerns related to an inviting environment and hospitable atmosphere are shared with the First Impressions Captain, Director of Maintenance and Executive Director. This includes, but is not limited to: o Driveway entrance (s) o Roadway to community entrance o Front Porch/Entry o Lobby o Hospitality Room o Reception Area

Ensures proper "Show Ready" appearance of all areas listed above.

Possess and maintain knowledge of the community, its benefits, service provided, the residents and associates

Be able to assist the Dir. of Community Relations and/or Dir. of Sales with inquiries when necessary

Assists Business Office Manager with administrative support as needed including, but not limited to:

Executive Director Credit Card Summary o Petty Cash Maintenance and Reconciliation o Deposits into Yardi o Checkbook Maintenance o Purchase journal at end of month o Key in Accounts Payable

Offers refreshments to visitors and make them feel welcome and comfortable

When interacting with residents and/or family members, is mindful of the Residents' Rights to Privacy

Coordinates appointments for residents requesting transportation, hairdressing, or other services keeping accurate records pertaining to resident charges for such services

Collects the residents' mail and prepares it for distribution.

Performs community mail duties such as receiving and sending packages

Assists with preparing community brochure packets when necessary and keeps an ample supply at the reception area

Keeps interaction with co-workers to a minimum maintaining professionalism in lobby area

Assist the community Executive Director and/or other departments with additional administrative duties as assigned by supervisor

When using a company computer follows company guidelines on proper computer usage

Dresses professionally and is in uniform.

Maintains professional decorum at all times.

The ability to work in a safe and alert manner

The ability to take ownership for associate's safety and the safety of the residents

Must disclose any medication that might impair associate's ability to perform the job safely or competently.

Non-Essential Functions:

Leads by example exhibiting the CORE Values through servant leadership

Encourages teamwork and promotes company philosophy

Attends required community meetings and participates Life Enrichment activities when able

Completes all required courses in adherence with HRA University

Is prompt and able to perform the required duties of the position on a regular, predictable basis

Becomes familiar and understands how to report a missing person using the Safe Return program or equivalent

Becomes familiar and understands the steps for fire evacuation

All associates are responsible for maintaining a safe and secure environment for all community residents

Requirements:

Qualifications/Skills/Educational Requirements:

Must have a high school education

Must be able to communicate effectively

Must possess excellent customer service skills

Must possess an understanding and ability to demonstrate hospitality to all community visitors

Must have patience, tact, cheerful disposition and enthusiasm at all times

Must possess basic computer usages and data entry skills

Knowledge of Microsoft Office applications preferred

Able to communicate effectively with all levels of management, associates, residents, family members, and outside contacts

Must possess a passion to work with and around senior citizens

HarborChase