Job Description
Job Description
POSITION : Concierge
TITLE OF IMMEDIATE SUPERVISOR : Executive Director or Community Coordinator
DEPARTMENT : Resident Relations
STATUS : Non-exempt / Hourly
SUMMARY
The Concierge serves as the first point of contact for Orchard and demonstrates a friendly cheerful disposition, as well as excellent communication and organizational skills. They lead, train, and supervise the front desk First Impressions team and model the company FAMILY values and best practices. The Concierge coordinates with the leadership team members on behalf of visitor and family requests and is responsible for the first impressions and hospitality staff onboarding training.
QUALIFICATIONS AND EDUCATION REQUIREMENTS
- Must be 21 years of age or older
- High school diploma or GED required
- Proven customer service experience and skills
- Must successfully clear a background check, TB skin test or x-ray, and health screening
- Current CPR certification
- Must have a valid driver's license
- Current certificate of training for successful completion of the five (5) hour initial fire safety training provided by the Rules and Regulations of the Georgia Safety Fire Commissioner
PRINCIPLE DUTIES AND RESPONSIBILITIES
Serves visitors by greeting, welcoming, directing, and announcing them appropriatelyManages schedule for front desk team, ensuring the position is covered during scheduled hoursDemonstrates proficiency in responding to inquiriesAnswers, screens, and forwards any incoming phone calls in a professional mannerMaintains security by following procedures and controlling access (monitor logbook, issue visitor badges, provide name tags to employees following name tag process)Keeps office areas (lobby, consult room, front desk) neat and stocked; ensures doors are free of finger / hand printsServes as a liaison between all departmentsAssists in employee onboarding as necessaryCompletes administrative tasks accurately and in a timely mannerDemonstrates proficiency in Microsoft Office and database inputReceives and sorts daily mail / deliveriesUpdates appointment calendars and schedule meetings / appointmentsPerforms clerical duties such as filing, photocopying, collating, and faxingProvides a warm, welcoming and friendly atmosphere for residents, family, visitors and staffCreates and implements monthly front desk customer service training; coordinate with Sales Care Counselor to review phone inquiry and walk in tour training; maintain record of attendees, topics, and date of each trainingParticipates in separate inquiry handling training provided by Sales Care CounselorLeads creation and implementation of Guest Meal process and accounting; coordinates with the Business DirectorLeads New Resident Orientation process, ensuring every leadership team member meets new resident on the day after move-inProduces, distributes, receives, and interprets Resident and Staff Satisfaction surveys; shares results with Executive Director and leadership teamEmployees must dress according to the requirements of the job. All employees will be advised of the appropriate dress for their job classification. Personal appearance is outlined in detail in your employee handbook. Please note the following highlights for expectations related to First Impressions / Concierge Team.o Business casual attire :
Dress pants / skirt and topTight fitting, low cut, or otherwise revealing clothing are neither appropriate or acceptableDenim jeans are not appropriate, accept on designated casual dayso All employees must wear nametag
o Neatness, cleanliness, and good personal hygiene are important
o Nail and hair color should be business professional as defined by Orchard
COMPETENCIES :
Works with integrity; upholds organizational valuesAbility to handle multiple prioritiesPossess written and verbal skills for effective communicationCompetent in organizational & time management skillsDemonstrates good judgment, problem solving and decision-making skillsAbility to make responsible choices, decisions and act in a resident's best interestAbility to work independently without direct supervision by following Orchard Senior Living's procedures and guidelinesProficiency in computer skills, Microsoft Office & the ability to learn new applicationsMakes individual contributions to the success of the business and be a key member of an experienced teamORCHARD EXPECTATIONS :
Adheres to all Orchard policies and proceduresMaintains absolute confidentiality of all information pertaining to residents, families, and staff and adhere to all HIPAA rulesDisplays a positive and professional image and attitude in all relationships with residents, families, peers and in the community. Outlined in detail in the employee handbookMaintains positive communication and team collaborationServes as an ambassador for Orchard at all times.Demonstrates ongoing responsibility for self-educationMaintains resident and personal safety regarding occupational health and safetyAttends regularly scheduled department meetingsResponsible for maintaining all continuing education and training requirements for positionAttends and participates in onsite training and continuing education as requiredParticipates in safety program, as requestedCooperates to investigate employee injuriesPromotes and support safety awareness and implement safety operationsResponsible for maintaining all continuing education and training requirements for positionAttends and participates in onsite training and continuing education as requiredEncourages staff to make suggestions on safety practicesParticipates in regularly scheduled meetings with, Executive Director, department directors and associatesParticipates in orientation of new employeesParticipates in volunteer orientations, training and education as requestedRemains updated and communicates state regulation changes to all associatesEnsures compliance with all state and federal regulations (i.e. OSHA)Participates in the risk management programsDemonstrates the ability to be innovative and creative and have patience, high energy and resourcefulness in problem solvingAssists as requested by the Executive Director or supervisor in a dining room during resident meal times to ensure residents have a positive experienceMust always be accessible either by phone or email. Voice messages and emails are responded to within 24 hoursAbility to work evenings, weekends and flexible hours when necessary to meet the needs of our residentsFollows Professional Dress Code policies as outlined in the employee handbook for community and department specific standardsAdheres to Orchard's No Cell Phone policy as outlined in the employee handbook at all timesPerform other related duties as assignedORCHARD STANDARDS
All employees are expected to uphold the Orchard F-A-M-I-L-Y mission and vision.
Love, Joy, Peace, Patience, Kindness, Gentleness, and Self-Control
These are the fruits of the spirit you can expect from the Orchard F-A-M-I-L-Y values and best practices.
F-A-M-I-L-Y
First Impressions
All are welcomed with an authentic and inviting experience into the beautiful, well organized, and relaxing home we share.
Accountability and Integrity
We value the ability of our team to be reliable, personally responsible, and to honor their commitment to residents, families, leadership and one another. Accountability involves a process of seeing the need, owning the next step, and staying solution focused.
Meaningful Moments
When it comes to creating a life worth living, each person has unique and individual needs. We are dedicated to creating purpose and wellbeing through connection with our team, local affiliates and organizations, and previous community relationships whenever possible.
Information and Communication
We believe knowledge is power and communication is the lifeline to effective collaboration.
Learning and Leading
Curiosity, willingness, and personal action create the professional path to achieving the orchard FAMILY of excellence.
Yes "we can" Attitude
With a can-do character we are committed to creative solution focused problem solving.
ADA Requirements (essential functions)
Physical Requirements
Lifting
More than 25 lbs, routinely
More than 50 lbs, occasionally
Transfer
150 lb. or greater resident weight
Sitting
1 - 3 hours / day
Standing
4 - 5 hour / day
Walking
2 - 4 hours / day
Bend, stoop, squat, and / or twist
Repeatedly throughout day
Climbing stairs
Repeatedly throughout day
Reaching
0.5 hour / day arms shoulder level
Use of telephone
3 - 4 hours / day
Working under pressure
3 4 hours / day
Working rapidly for long periods
2 - 3 hours / day
Use of keyboard / computer, printer, fax, copier
4 5 hours / day
Position requires close work; finger dexterity; adequate hearing and vision (with or without correction).
May occasionally work longer than 8 hours / day.
Cognitive or Mental Requirements
The following cognitive or mental requirements are necessary on a daily basis :
Critical thinkingReadingWritingMathematicsDrawing conclusions from written or computer-generated materialsAnalyzing data or report informationCreating methodologies for accomplishing a goalConducting researchImplementing recommendations by coordinating persons and / or other resourcesDeveloping plans, procedures, goals, strategies, or processesClear verbal articulation of the English languageWorking Environment
IndoorsPossible exposure to communicable diseasesSkin contact with solvents or other chemicals such as alcohol, acetone, detergents, bleach, and latex glovesExposure to medical equipment with the risk of lacerations or puncturesThis job description is only a summary and is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by the employee. This document is subject to change at any time.
