WELLQUEST LIVING JOB DESCRIPTION
Job Number: Job Title: Concierge/Front Desk
FLSA Status: Non-exempt Department: Administration
Date Reviewed: 4/12/21 Prepared by: Veronica Akers
SUMMARY
The Concierge is responsible for greeting visitors, fulfilling resident requests, arranging tours of the property, answering a multi-line telephone and providing clerical support to the administrative staff at a WellQuest Living community. Reports to: Business Office Director.
ESSENTIAL FUNCTIONS, DUTIES AND RESPONSIBLITIES
The essential duties and responsibilities described below are representative of those an employee encounters while performing the basic functions of the position. While every effort has been made to identify the essential functions of the position, it in no way states or implies that these are the only duties you will be required to perform. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or is an essential function of the position. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of the position.
1. Provide all residents, guests and visitors exceptional customer service during every interaction whether in-person or via the telephone. Learn and know all residents by name. Each interaction must meet or exceed the Concierge Service Standards of Excellence.
2. 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.
3. Responsible for assisting residents, family members, and guests with general requests.
4. Responsible for arranging for tours of the property for individuals making spontaneous visits or those that have made an appointment for the tour.
5. Answer telephones, record and channel information, direct calls to appropriate individual or department, relay messages in a timely, clear, polite concise and professional manner.
6. Display knowledge of the services and programs and other pertinent information regarding the property.
7. 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.
8. Effectively handle business center requests such as photocopying, faxing, shipping of mail, etc.
9. Process incoming mail. Sort, but not open, property mail and distribute mail to appropriate mailboxes.
10. Complete all opening and closing duties.
11. Accurately take reservations for dining rooms.
12. Accurately take reservations for Activities Department.
13. Accurately take reservations for personal and complimentary transportation.
14. Receive and accurately record all maintenance work order requests and deliver the requests timely to the Maintenance Department.
15. Monitor the Emergency Alert System and immediately respond to every call.
16. Maintain the Resident Notice Binder.
17. Arrange for the parking and retrieval of valet cars.
18. Arrange all wake-up calls, dry cleaning, pet care, additional housekeeping, personal errands, car care etc, as requested by residents.
19. Fulfill “personal concierge” requests such as area restaurant reservations, tee times, MapQuest directions, internet research, etc.
20. Maintain reception area in a neat and orderly fashion. Ensure that reception 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.
21. Ensure that all posted signage is 100% accurate, timely and free from fingerprints.
22. Perform clerical duties for property staff as directed by supervisor.
23. Update and assemble marketing packets for inquiries.
24. 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.
25. Provide support to community’s marketing efforts through positive/friendly interaction during all property tours and telephone contact with the public, and as directed by a supervisor.
26. Communicate any observed or suspected resident change of condition to a supervisor immediately.
27. Maintain a safe and secure environment for all staff, residents and guests, following established safety standards.
28. Encourage teamwork through cooperative interactions with co-workers and other departments.
29. Support a positive and professional image through actions and dress.
30. Performs other duties consistent with the position as assigned by the Business Office Director, Assistant Executive Director or Executive Director.
MINIMUM QUALIFICATIONS
Education: High school education is required.
Experience: Minimum of two years of experience in a related position, preferably in a hospitality setting, is desired.
Mathematical
Skills: Ability to add, subtract and multiply.
Reasoning Skills: Understand issues and be able to process information for the purpose of giving and receiving feedback.
Oral/Written
Communication Skills Excellent communication skills, including active listening. Ability to speak, write and read English.
Equipment Used: Be proficient in basic office equipment (including a personal computer) for the purpose of accomplishing and maintaining a high level of job performance. Proficient in Office software.
Physical Effort: Be mobile and able to perform physical requirements of the job. Good physical health verified by a health screening, including a chest x-ray or an intradermal test result not more than 6 months prior or seven (7) days after employment.
Personal Characteristics: Displays sincere compassion towards older adults. Demonstrates genuine concern for the physical and emotional needs of older people and their families.
Working Conditions: Well-lighted, safe lobby area with comfortable ventilation and temperatures.
Other:
(As required by Title 22) Employee must pass a criminal record clearance prior to beginning work in the community