POSITION SUMMARY The Concierge is responsible for greeting visitors, fulfilling resident requests, arranging
tours of the property, answering a multiline telephone and providing clerical support to the administrative
staff, in accordance with property policies and procedures.
1. Position Responsibilities
Provide all residents, guests and visitors exceptional customer service during every interaction whether
inperson or via the telephone. Learn and know all residents by name. Each interaction must meet or
exceed the Concierge Service Standards of Excellence.
Greet all residents and visitors. Provide information to those seeking information about the property.
Be responsive to the needs of people who inquire about the property and/or who are in the building
for meetings with administrative personnel. Direct visitors to appropriate office or resident apartment.
Answer telephones, record and channel information, direct calls to appropriate individual or
department, relay messages in a timely, clear, polite concise and professional manner.
Responsible for assisting residents, family members, and guests with general requests.
Be responsive to residents’ concerns, including responding immediately to emergency calls and
notifying the appropriate persons or agencies as warranted, promoting resident morale by answering
questions and calming distressed residents, and referring grievances to appropriate personnel.
Monitor the Emergency Alert System and immediately respond to every call.
Responsible for the mail meter, stamps, making copies, and other tasks related to office operations.
Record receipt of packages and contact Residents for pick up.
Effectively handle business center requests such as photocopying, faxing, shipping of mail, etc. Process
incoming mail. Sort, but not open, property mail and distribute mail to appropriate mailboxes.
Arrange all wakeup calls, dry cleaning, pet care, additional housekeeping, personal errands, car care
etc, as requested by residents.
Fulfill personal concierge requests such as area restaurant reservations, tee times, MapQuest
directions, internet research, etc.
Maintain front desk area in a neat and orderly fashion. Ensure that the desk and lobby has current
property literature on display. Ensure that lobby is free of excessive or outdated literature. Ensure
that coffee and/or refreshments are fresh and readily available.
Accurately and in a timely manner, complete all opening and closing duties.
Perform clerical duties for property staff as directed.
Display knowledge of the services and programs and other pertinent information regarding the
property.
Responsible for arranging for tours of the property for individuals making spontaneous visits or prearranged
visits. Update and assemble marketing packets for inquiries.
Accurately take reservations for Activities Department (special events, excursions, classes, etc),
personal and complimentary transportation and for meals in the dining room
Arrange for the parking and retrieval of valet cars.
Receive and accurately record all maintenance work order requests and deliver the requests timely to
the Maintenance Department.
2. General Duties
Respond to resident concerns and complaints in a professional and caring manner. Elevate issues to
your supervisor when appropriate.
Demonstrate knowledge of each resident as an individual.
Understand and ensure compliance with all Federal and State regulations concerning the
department.
Participate in daily StandUp meetings to communicate key issues within the department.
Maintain a safe and secure environment for all staff, residents and guests, following established safety
standards. Immediately report all hazardous conditions or equipment safety issues to the Executive
Director.
Demonstrate knowledge of infection control, i.e., adequate handwashing, blood borne pathogens
procedures, universal precautions, etc.
Use Universal Precautions and follow established policies concerning exposure to blood/body fluids.
Report occupational exposure to blood, body fluids, infectious materials and hazardous chemicals in
accordance with the propertys policies and procedures governing accidents and incidents.
Communicates effectively and displays tact and friendliness when dealing with residents, families,
visitors, coworkers, and supervisors.
Support a positive and professional environment in the Community by adhering to guidelines in the
employee handbook including dress code, time off requests and employee breaks.
Attends scheduled inservices and trainings be dependable and reliable according to attendance and
punctuality standards.
Maintain all required certifications/licensures and training as required by state law and company
policy.
Demonstrate flexibility in work schedule as evidenced by working holidays, evenings, weekends and
additional shifts when necessary to ensure adequate coverage within the department.
Performs other duties consistent with the position as assigned by the Senior Sales Counselor or
Executive Director.
3. Community Involvement
Encourage teamwork through cooperative interactions with coworkers and other departments.
Aid in community marketing effort through demonstrated proficiency and willingness to conduct
community tours and participation in all required marketing events.
Ensure positive/friendly interactions with all potential residents, family members and referral sources.
Provide support to the Assisted Living/Memory Care Department by communicating and filling out
necessary paperwork for any observed or suspected resident change of condition
SPECIFIC KNOWLDEGE, SKILLS, LICENSES, CERTIFICATIONS, ETC
Must be eighteen (18) years of age
Must have a high school diploma or equivalent
Prefer two (2) years experience in a hospitality setting or prior senior living community
Able to safely operate standard household equipment (dishwasher, iron, vacuum, washer, dryer)
Able to operate a personal computer and be proficient in MS Office programs (Word, Excel, etc.)
Able to operate standard office equipment, including fax machine, copier, telephone, etc.
Knowledge of and/or ability to learn the theory and practice of assisted living and dementia care
Able to work with seniors and patiently interact with cognitively impaired individuals
Able to be flexible, adapt and respond to change, make decisions in stressful situations and prioritize
tasks and projects.
Able to process information and apply common sense understanding to follow and carry out written or
oral instructions.
Able to analyze, solve and respond to problems or concerns.
Able to count and perform simple math problems
Able to read, write and speak the English language and to interact and communicate effectively with
employees, supervisors, physicians, health care professionals, residents, and their families
Must be highly motivated and able to work independently
Able to obtain and maintain valid first aid certification
Able to obtain and maintain valid Food Handler’s certification, as needed
Be mobile and able to perform the physical requirements of the job. Good physical health, verified by a
health screening, including a chest xray or an intradermal test result not more than 6 months prior or
seven (7) days after employment