Ward Clerk

HR-Front Desk Secretary

Full Job Description

The Front Desk Secretary will often be the first point of contact for our Residents, guests, and vendors and will need to be hospitality driven with top notch customer service skills. This role will act in accordance with Victoria Nursing & Rehab. Center's mission to provide best-in-class service.

DUTIES AND RESPONSIBILITIES:

• Screen all visitors, vendors, etc. prior to visitation before allowing them to go up and permit access to only authorized visitors.
• Create an environment that assures consistent Resident and guest satisfaction.
• Maintain a calm and pleasant personality in all types of situations and create great customer service outcomes.
• Interact with visitors, residents, & employees with tact and courtesy.
• Adhere to standard operation procedures covering all aspects of the facility’s operations.
• Report to Human Resources Director, on all operational matters concerning the HR-Front Desk department.
• Anticipate Resident and guest need and learn their preferences.
• Respond to special requests from Residents and their guests with unique needs and follow up to promote satisfaction.

QUALIFICATIONS:

• Strong verbal and written communication skills (both in English and Spanish)
• Phone Etiquette
• Computer skills and Knowledge of Microsoft applications
• Ensuring brand standards are met with the objective of meeting or exceeding Resident expectations, communicating follow-up actions to the team as necessary.
• Make decisions in line with brand mission, values, and guiding principles.
• Must have an eye for detail recognizing opportunities to provide a good customer service experience.
• Have a keen understanding of personalized services at the highest possible industry standard.

EDUCATION & EXPERIENCE:

• High school or equivalent (Required)
• Preferred experience is 1 years' experience in a Front Desk or Concierge role.

REASONING ABILITY:

The HR-Front Desk Attendant must have developed reasoning abilities to the point of being able to:

• Apply common sense understanding to carry out instructions furnished in written, or oral, form.
• Make customer service decisions based on company policies and procedures using the best judgment.

PHYSICAL DEMANDS: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job: The employee is required to stand, walk, handle, reach with hands and arms, stoop, kneel, or crouch. The employee must regularly lift and/or move up to 50 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to work effectively in a stressful environment, communicate well with others, effectively deal with residents, and accept constructive criticism from upper management. Must be able to change activity frequently and cope with interruptions.

Job Type: Full-time 

Requirements:

• Fluency in English and Spanish (Required)
• High school or equivalent (Required)
• Customer service: 1 year (Preferred)
• Front Desk: 1 years (Preferred)
• Day Shift 

Shift availability:

• 8-hour shifts 
• Day shift 
• Holidays
• Overtime
• Weekend availability

Work Location: One location (Little Havana)